Troubleshooting Netflix or other streaming apps

Netflix:  

• Press the A button on your Rogers Xfinity Voice Remote to open the Help menu.  

• Under Troubleshooting, scroll to the right and select Reset Netflix. Select Reset Netflix again to confirm. 

• Wait a few moments for the app to reset. 

• Once the reset is complete, simply sign back into Netflix on your TV. 

Other streaming apps: 

• Try exiting the app and then re-launching it. 

• • Rogers Xfinity TV: use the Exit button on your remote.

  • Rogers Xfinity Streaming_TM: use the Home button on your remote.

In some cases, your equipment might simply need a reboot. Use the appropriate article depending on your device. 

• Rogers Xfinity Entertainment Box

• Rogers Xfinity Gateway (all devices and Rogers Xfinity Entertainment Boxes will lose service for a few minutes while the modem comes back up)

From your Rogers Xfinity Entertainment Box you can also try a System Refresh – which is a multi-check, self-help tool that can fix common issues. 

Before you start, doing a System Refresh may reboot all Rogers Xfinity Entertainment Boxes automatically and your service and recordings will be interrupted for up to 10-20 minutes.  

1. Press the A button (triangle button) on your voice remote to open the help menu. 

• • If your voice remote doesn’t have an A (triangle) button, you can also access the Help menu with the voice command “Help”. 

2. Under Troubleshooting, select System Refresh and then select Refresh Now. 

Once the System Refresh is in progress, don’t unplug or turn off any of your Rogers Xfinity Entertainment Boxes. They’ll automatically reboot during this process. Once it's completed and your Rogers Xfinity Entertainment Box is back up, try the app again.

To eliminate the possibility of an issue with the third-party service (ex: Netflix, Prime Video, YouTube, etc.), if possible, try the service on another device (ex: computer, phone, tablet, SmartTV app). 

If the issue also occurs on another device, the third-party service may be experiencing an issue. You can contact their support team to investigate further.