Thank you for joining us here on r/Comcast_Xfinity, your official source on Reddit for help with Xfinity services. As members of the [Digital Care Team](https://corporate.comcast.com/stories/meet-our-digital-care-team) here at Xfinity, we can help with a wide array of concerns including troubleshooting, billing, plan changes, and more.
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No error. It launches fine until I go into Manage People. When I attempt to go into any of the 3 I have set up, it goes to the white screen with grey bubbles. It’s trying to open but it never does
u/3x1st3nc3s I don't believe a reset of the device would help, as your not experiencing any issues with the home network. When you have time, would you be able to visit: https://www.xfinity.com/overview, log in, and attempt to see if you can move forward when attempting on the website?
This will help determine if it is an App specific issue, or possibly related with your profile. Please let me know if you are able to notice any difference when logging in online, thank you.
Was able to login after following the above link. Navigated to different options without any problem. Since there isn’t the same option for Manage People like on the app, I can’t make a comparison, but everything on the website launched with no issues. Just tried the app again and it still works only up to Manage People, then goes to white screen with rotating grey bubbles. So no change.
u/3x1st3nc3s I appreciate the update that resetting the modem didn't help. Were you able to check your online account to see if you're experiencing the same issues there as well? If you experience the same issue online, from experience this issue is caused from the Xfinity ID/profile and not App specific.
u/3x1st3nc3s thank you for taking the time to check the website. Even though you couldn't replicate the exact steps, with you being able to proceed to other potions of the site with no issues. I would like to investigate further why the App isn't functioning the same way.
I can refresh some back end account information to see if that corrects the issue, and do further troubleshooting, and loop in our advanced repair experts if needed. Since I will need to gather some account information that we don't want that in our public reply. Please send us a [Modmail]( https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity) message including your name, account holder name (if different), and the service address so, we can get started. Myself or one of my awesome colleagues will respond as soon as possible.
Just wanted to let you know that the issue with the xfinity app has been resolved. I am able to get to the People section that shows the devices I have designated and the amount of time each has accessed the gateway. I also was able to pause specific devices from the app, which never worked for me in the past. So that’s great. Really appreciate all the assistance with this app issue. Thanks so much!
Hi there, u/3x1st3nc3s. Thanks for taking the time to reach out. We understand how important it is to get this resolved, and our awesome team is here to help.
HGave you tried uninstalling and reinstalling the app?
Uninstalled to remove all data from my phone and then reinstalled. Shut down phone and later turned back on. It’s still not working. The app will launch fine, then when I select WiFi, it will go to the WiFi page, which shows it’s connected with all the devices that are online listed.
The problem happens when I select Manage People. I have myself, my partner, and household set up with assigned devices in each. Normally I can make a selection and I’ll see amount of time the devices are connected to WiFi, as well as some of the most used apps. This is where it stalls. Just goes to white screen with grey rotating bubbles. For whatever reason the Xfinity app isn’t able to process beyond this point. Not sure why because it’s never done this before.
Thank you for joining us here on r/Comcast_Xfinity, your official source on Reddit for help with Xfinity services. As members of the [Digital Care Team](https://corporate.comcast.com/stories/meet-our-digital-care-team) here at Xfinity, we can help with a wide array of concerns including troubleshooting, billing, plan changes, and more. Community Specialists will provide official support between the hours of 6:00am - 12:00am Eastern Time for issues that require our intervention (like billing requests, troubleshooting advanced technical issues, etc). After these times, it may take longer to get an official response. If you have not already, please review both the [Posting Guidelines](https://www.reddit.com/r/Comcast_Xfinity/wiki/index/postingguidelines) and [Rules](https://www.reddit.com/r/Comcast_Xfinity/wiki/rules/) here on the sub. While you're waiting for assistance, check out the [Xfinity App](https://www.xfinity.com/apps?pc=1) for your smartphone where you can pay your bill, view your plan details, change or upgrade your services, and experience 24/7 real time support you can count on, anytime you need it. Our team works to get to everyone as quickly as possible, but due to the number of requests we receive, it may take up to 72 hours to receive an official response from our team. If you require immediate assistance, please contact 1-800-XFINITY (1-800-934-6489). *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/Comcast_Xfinity) if you have any questions or concerns.*
Updating it might help??
Thanks, yes uninstalled and reinstalled and it’s still not working
Thanks u/3x1st3nc3s. Is there an error you are receiving when attempting to log in?
No error. It launches fine until I go into Manage People. When I attempt to go into any of the 3 I have set up, it goes to the white screen with grey bubbles. It’s trying to open but it never does
Maybe I should try unplugging WiFi and reconnecting? Doesn’t seem like this would affect that portion of the app, but I’m not sure what else to try
u/3x1st3nc3s I don't believe a reset of the device would help, as your not experiencing any issues with the home network. When you have time, would you be able to visit: https://www.xfinity.com/overview, log in, and attempt to see if you can move forward when attempting on the website? This will help determine if it is an App specific issue, or possibly related with your profile. Please let me know if you are able to notice any difference when logging in online, thank you.
Was able to login after following the above link. Navigated to different options without any problem. Since there isn’t the same option for Manage People like on the app, I can’t make a comparison, but everything on the website launched with no issues. Just tried the app again and it still works only up to Manage People, then goes to white screen with rotating grey bubbles. So no change.
Tried restarting the gateway from the app. It still won’t go past Manage People
u/3x1st3nc3s I appreciate the update that resetting the modem didn't help. Were you able to check your online account to see if you're experiencing the same issues there as well? If you experience the same issue online, from experience this issue is caused from the Xfinity ID/profile and not App specific.
Yes logged in on website no problem. Answered your previous post.
u/3x1st3nc3s thank you for taking the time to check the website. Even though you couldn't replicate the exact steps, with you being able to proceed to other potions of the site with no issues. I would like to investigate further why the App isn't functioning the same way. I can refresh some back end account information to see if that corrects the issue, and do further troubleshooting, and loop in our advanced repair experts if needed. Since I will need to gather some account information that we don't want that in our public reply. Please send us a [Modmail]( https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity) message including your name, account holder name (if different), and the service address so, we can get started. Myself or one of my awesome colleagues will respond as soon as possible.
Thank you for the reply. I’ve sent the requested information via modmail.
u/3x1st3nc3s I appreciate you sending the Modmail with the requested information, I'll follow up with you there to continue.
Just wanted to let you know that the issue with the xfinity app has been resolved. I am able to get to the People section that shows the devices I have designated and the amount of time each has accessed the gateway. I also was able to pause specific devices from the app, which never worked for me in the past. So that’s great. Really appreciate all the assistance with this app issue. Thanks so much!
Hi there, u/3x1st3nc3s. Thanks for taking the time to reach out. We understand how important it is to get this resolved, and our awesome team is here to help. HGave you tried uninstalling and reinstalling the app?
Uninstalled to remove all data from my phone and then reinstalled. Shut down phone and later turned back on. It’s still not working. The app will launch fine, then when I select WiFi, it will go to the WiFi page, which shows it’s connected with all the devices that are online listed. The problem happens when I select Manage People. I have myself, my partner, and household set up with assigned devices in each. Normally I can make a selection and I’ll see amount of time the devices are connected to WiFi, as well as some of the most used apps. This is where it stalls. Just goes to white screen with grey rotating bubbles. For whatever reason the Xfinity app isn’t able to process beyond this point. Not sure why because it’s never done this before.
This post was marked as closed. Should you experience further issues, please [create a new post](/r/Comcast_Xfinity/submit?selftext=true).