Why can’t I hear any audio/sound?

Check that the volume in the XFINITY Stream web player is not muted and that your speaker volume is at an adequate level.

  • If you are using Safari, there is most likely a plug-in or an extension blocking the service and you will need to use another browser. See below also.
  • If you are trying to connect your laptop to a TV via HDMI, we do not support that due to licensing and digital rights agreements. See below also.
    • We highly recommend purchasing a Roku device to use our XFINITY Stream channel to watch Live TV, On Demand, DVR recordings, and more right on your TV set. For more information on Roku Beta, click here.

For more information on using the XFINITY Stream player controls, visit our Help Center article "Learn the controls from the XFINITY Stream Player".

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As of Oct 2017: In September 2017, there was a known issue with sound not working coming speakers when devices are connected to headphones, Bluetooth speakers, or HDMI cables. Please update to the newest version of Adobe Flash where this issue should now be fixed.

Review of previous troubleshooting steps to mitigate the problem: 

Problem: No Audio when connected to HDMI Cable (Happening with Adobe Flash version 27.0) 

Solution:

  1. Go to https://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager08.html
  2. Click “Reset Flash License Files”
  3. Clear browser cookies & cache
  4. Quit the browser
  5. Re-launch and login to the App

Problem: No Audio when connected to Bluetooth Speaker / Headphones

Solution:

  1. Pair your device
  2. Clear browser cookies & cache
  3. Quit the browser
  4. Re-launch and login to the App

How to clear browser history:

Firefox:

  • Click on three bars in top right corner >> click Options
  • Privacy & Security on left
  • Scroll down a bit to "Cookies and Site Data" section; click Clear Data
  • Ensure "Cookies and Site Data" and "Cached Web Content" are checked (they should be by default)
  • Click Clear​​​​​​​

Safari:

  • With Safari open, click on Safari in top left corner (next to Apple symbol) >> click Preferences
  • Click Advanced tab
  • Check the box next to "Show Develop menu in menu bar"
  • Click Develop on the bar at the very top of the screen
  • Click Empty Cache
  • Click History on the bar at the very top of the screen
  • Click Clear History

Internet Explorer:

  • Go to Settings
  • Click Internet Options
  • On the ‘General’ tab, click Delete
  • Check - Temporary Internet Files and website Files, Cookies & Website data, Form data
  • Click Delete
  • Click Apply and then OK

Microsoft Edge:

  • Click on three dots in top right corner >> click Settings
  • Privacy, search, and services on left
  • Scroll down a bit to "Clear browsing data" section; click Choose what to clear
  • Ensure "Cookies and other site data," "Cached images and files," and "Browsing history" are checked (they should be by default)
  • Click Clear now

Google Chrome:

  • Click on three dots in top right corner
  • Hover over History; menu will appear from left
  • Click on History from second menu
  • Click on Clear Browsing Data on the left
  • Ensure Time Range is set to "All time" and "Cookies and other site data", "Cached images and files", and "password and other sign-in data" are checked (they should be by default)
  • Click Clear data