Amazon Fire TV
 

Hi all!

Our current guests are getting prompted for an update on the Amazon Fire TV, and despite me providing the account/password they cannot get seem to get the TV to work. Does anyone have any ideas, or someone you can recommend that could do a "tech" house call? Thank you in advance!

(see attached images)


Wesley

It looks like they are trying to update the Xfinity streaming app on the fire device and the update is asking for a new software version on the fire device. I’m not sure how to force an update on the fire device, that usually happens automatically if it is possible.

Is it possible your fire stick or fire tv is too old to support the new version of the Xfinity app?

If you have a fire stick, why are you using xfinity. If you have xfinity stream, there will be a xfinity remote to do what you need.

In response to the questions thus far:

-the TV is approximately one year old (curiously, the second TV in the bedroom, which was purchased at the same time, is operating fine)
-I do not have a fire stick; my understanding is that the TV has redundant functionality to a fire stick (hence the moniker "Fire TV")
-I do not have cable, therefore there is no Xfinity remote - there is only the app

This "update screen" comes up immediately upon powering on the TV.

I appreciate the responses, and thanks in advance for any help.

It Looks like like trying to download the xfinity app from Amazon. Not sure why, could be comcast is paying amazon to force this.

You would want an amazon id and password (app is free, dont worry about cost) not the TV id and password.

Yes, I gave the guest my Amazon ID & password, but for some reason they cannot get it to work. Very difficult for me to help troubleshoot from 1500 miles away, so I hoping to find someone local that I could hire to make the service call.

Our homewatcher used to do technology "house calls", but he went out and got a full-time job so he longer does the side business.

As Bill said above, it sounds like someone is making things way more difficult than they have to be. Obviously, the TV is getting an Internet Feed .... that's all an Amazon Fire TV needs. Forget XFINITY, they're only supplying the Internet Connection ... nothing more, nothing less.

When you fire up an Amazon Fire TV, with an active Internet Connection (wireless), it should immediately boot with the Fire TV and various selections & Apps. If an update is needed for the TV, it will automatically load.

I don't want to sound like a jerk, but it's stupid, simple with Fire TV.

Okay, would you please explain it to me then so I can get them back up and running, and I will not be offended if it's dumbed wayyyyyy down! :)

Oh, and just for clarity....without the Xfinity app running, there is no cable TV - which is the crux of the problem. It worked fine for over a year until yesterday.

(I know I can rent a cable box and pay for regular cable in addition to the wifi I already pay for, but that is not in the budget currently.)

According to the 1st photo you posted, the TV is working perfectly fine. They just have to Select FireTV apps at the top of the screen. Choose the App they want or chose "Your Apps & Subscriptions" and watch whatever they wish, that you subscribe to.

That's not true. "Cable" TV isn't available via an APP, unless you're paying for "Cable". The Xfinity APP has nothing to do with a FireTV, other than it's an "App", like Peacock, Amazon Prime, Netflex, Hulu.

No offense intended, but I think you're confused about what you have and use for TV. "Cable TV" is exactly what it sounds like ... it comes on a Cable. "Streaming" is what a FireTV does and that's a horse of another color (it can also access "Cable", but you don't have it).

1. Click the "Home Button" on the remote.
2. Navigate to the "Gear" icon, which should be on the far right of the screen.
3. Click the Gear.
4. Navigate to "Network".
5. Click Network. If it's connected to your Internet Network, your TV is working fine. If not, connect it (Network Name + Password)
6. Go back to the Home Screen
7. Click any "App" and there you go!

My guess would be the TV operating system wants to update. I have to do this every once in awhile to mine. Most TVs use an android operating system.

Fire TV
 

Call Tom at Audio Visual Repair. He is probably crazy busy, but maybe worth a try. 352 388 1677

If you have an unused HDMI input on the TV, buy a Roku streaming stick from Amazon, currently on sale for $31, or from Best Buy, for about $39. It will already have the Xfinity streaming app where you can log on with your Xfinity user name and password. Note that you may need to register the device with a code before you can use the app.

It's not in the budget you renting your dwelling it's an up-charge on the lease to recover the fee

I called the Xfinity help line and a nice lady help walk me thru this. Just need your passwords. Give it a try.

Thanks to all that are responding. Let me preface this by saying both TVs have worked successfully in the form they have been using it for over a year. My Xfinity cable/internet plan allows me to get internet as well as local and some basic cable channels through the app. There is no antenna attached to the TV. All the channels come through the cable provider.

A few days ago, one of the TVs started not letting the user access any of the TV functions (i.e. "watch TV"). It's now a giant paperweight asking for an update that my guest cannot seem to execute on.

It's very difficult for me (and collectively, you) to troubleshoot/diagnose what is going on when we do not have access to the TV and the end user is (apparently) not at all tech savvy or proficient with smart TVs/apps and such.

When we purchased the TV and cable plans, we considered a Roku stick but that would just add another variable (and remote) into the mix. The Fire TV has that functionality built-in, using the same remote and (in theory) simpler to navigate than a Roku or something similar. Respectfully, I'm not looking at changing any of the plans/formats with the TVs in the home; I'm just looking to get this device updated so it can be back in service and enjoyed by our guests.

At this point, I have passed on the "check for internet connectivity" steps that Bill generously provided. They also will call tech support today to hopefully have someone walk them through the fix. However, my fail safe I think still needs to be a "tech house call" person. It doesn't have to be someone with copious tech credentials; just someone who is used to and experienced in this era of technology and associated applications. Think the TV repair man's version of a "handyman." I had one such person whom I used, but as I mentioned he has taken another job and has moved on from that service.

Thanks again for everyone's continued contributions.

Yes - terrific advice! They are calling the TV manufacturer tech support first, since it seems to be an issue with the firmware/software. It's not clear to me if they can actually get to the Xfinity app, so I started the process with Insignia first.

Don't do this. You can have the same exact issue with Roku. This is a new FireTV, therefore you have a better streaming device built in than Roku. I've been in IT for 40 years, and previously owned all Roku's. When Roku had their little spat with YouTube TV where they banned the app, I switched to FireSticks and found they work much better. The FireStick actually has a real OS (Android) on it, where the Roku is just an appliance. What this means is that I have far more control over the device. If Amazon decides to block one of my streaming services, I can easily sideload any app I want (something that's impossible on a Roku). I can also run a VPN on FireStick - another thing that can't be done on Roku.

Now, on to your issue...

First, ensure that the TV is running the latest OS. Although the TV's may have been bought at the same time, there's not guarantee that they were manufactured at the same time with the same OS installed:

• Go to Settings on your Fire TV.
• Select My Fire TV.
• Select About.
• Select Check for System Update

Once this is done, try running the Xfinity app again. If it fails, have them delete the app and re-install it. This should correct any issues.

I don't know how a Fire TV works, but, if it is like a Roku stick, you can just remove the Xfinity Stream app, and then use the search function to find it and install it again. That will ensure that you have the latest version of the app. No need to update the app.

I appreciate that some people like Firesticks better than Roku sticks. But, plugging a $30 streaming stick into an HDMI input, even if it is a Firestick, will solve the problem immediately because it will bypass the smart TV functions completely. To me, that would be much better than paying a computer guy a couple of hundred dollars to come to your house.

I’m a person who rents seasonally in other places and most years rent my own homes in season . A lot of people are not tech savvy , some just because they don’t care to be , when it comes to TV they just want to click it in on and watch , I am also one of those people . When I’m inquiring about renting a seasonal , I make sure there’s Wi-Fi, the close caption works and it’s just a simple cable system, bringing up that they are not particularly tech savvy is casting a little blame on there part in this problem . I hope now that you see the problem that can occur you’ll have someone on standby to help people like me who are to stupid to know how to deal with fire sticks and all the other stuff that gives people hundreds of channels they never use at allegedly cheaper prices

Just to follow up with the conclusion to this story:

Guests called TV manufacturer's tech support and, armed with the necessary user IDs and passwords, were able to get the TV updated and back into service.

I would once again like to thank everyone who spent part of their weekend offering advice to me on these forums.

Tell them to change the TV input to the HDMI post the Firestick is in. Then they will be seeing the Firestick, not the infinity screen.,

It is an Amazon Fire TV. It doesn't have a Firestick connected to an HDMI input. The Fire streaming functions are built in to the TV.

Oh. I use Firesticks in my smart TVs, I prefer the interface and when I travel I bring them with me.

The new FireTV's already have a FireStick in them. Same OS, same interface. No reason to add yet another device (and then you need another open outlet for power).

Your best bet is to get someone to talk to that knows what is happening and you can give specific info to - I would suggest BRYCE SHERWOOD (352-617-8669) - he charges an hourly rate and we just used him to cut the cord and do a variety of techniques to get the job done - of which one w involved a fire stick.

I agree with you. But, the OP is out of town and wanted to hire a TV technician to make a house call to fix a software issue. I was suggesting that a faster and cheaper alternative was to plug in a new streaming stick that would provide streaming service for the OP's tenants until the OP returned.

The problem has been fixed and people are STILL giving advice on how to fix the problem...

[insert facepalm here/]

They should just read a book.

The Xfinity thing you're seeing is NOT cable TV. It's your TV set trying to connect to your internet service.


There is /also/ a free streaming service from Comcast, that comes with your internet service. It's called Xfinity Flex. You get a couple dozen channels with it including Peacock Premium. It's a great freebie option for a "man-cave" TV, not very useful for a main set. We have that in the TV in the spouse's workshop, connected with their device that is similar to a Roku or Fire stick and paired with a streaming remote.

It doesn't make you stupid. You have chosen not to learn it. You have every right to not keep up with technology if older technology works for you. But when it fails to work for you, you have only yourself to blame for not knowing what to do about it.

Also - if you want cheaper prices, you'd get the main networks - ABC, CBS, NBC, get an antenna, and not bother with internet service at all.

Or you could go with the Xfinity wifi for $50/month, and it comes with the flex box that gives you a couple dozen channels including the networks, at no extra charge. But you also can't add other channels to it if you change your mind, without going to cable TV - which costs extra.

Xfinity stream does not come with a remote. They don't give /rent you any equipment for the streaming app. You do have to have a router from them for data service but nothing for the app

another person who doesn’t understand sarcasm, I stopped worrying about what things cost , a long time ago,just my NFL ticket is about $400 for season I think

They certain do provide a free streaming device with remote. (It's not needed with an Amazon FireTV, but they provide to all Internet customers.

Xfinity Flex | 4K Streaming Box Free with Xfinity Internet

You also do not need to use their router. Yes, they give you one, but it's just an OK router. It provides the basics. When I had Xfinity, I always used my own modem and router... for two reasons:

1) Having my own modem saved me $10/month lease fee (I'm pretty sure it's even more now). You can buy a basic modem for $50, and it's paid off in 5 months.
2) My router was a mesh system and provided far better coverage and wireless speed than their router.