This article provides instructions on resolving the XRE-22 SRM-12 "Unable to play video" error. When this error occurs, you will see the following message on your device:
- "Unable to Play Video. Please wait a few minutes and try again or choose another video. Our service team has been notified of this issue and they are working to fix it. We apologize for any inconvenience."
Next steps
To resolve this issue, you may need to restart your TV Box. For more information, please see Restart your X1 TV Box.
If you continue to experience issues, please contact us using the method that is most convenient for you — chat with us online or call us to speak with a Comcast representative.