Who do I contact if I have issues with XFINITY On Campus?

Please refer to the table below for basic troubleshooting tips and who to contact for issues you may experience with XFINITY On Campus.

Issue or Error Message

Description or Probable Cause

Troubleshooting

Point of Contact

“We are unable to determine your campus residency (Error code: FEDX10001)”

This issue occurs when there is a problem with a student’s on-campus residency status.

1) If you are a new campus resident or your residency status has changed, please allow the Housing system 24 hours to update

2) Sign in to my.fsu.edu

3) Check your My Profile to ensure your Campus Address is correct

4) If your residency status is up-to-date and you have the correct campus address listed in My Profile, but you are still encountering this issue, please see Point of Contact

ITS Service Desk 

“Attempting to Resume”

This issue occurs when there is a disruption of network service.

Confirm that you are experiencing issues connecting to the network with other devices and services and then see Point of Contact.

ITS Service Desk 

Error Code: 120005

This issue occurs when attempting to stream content from more than one device at a time.

Close or stop additional XFINITY streaming content that you may have open on other devices

X

Error License Issue: 3338 (1000942)

This issue occurs when attempting to mirror content to a television from a mobile device.

XFINITY On Campus does not support mirroring content or using AirPlay.

X

“Available to watch on campus only”

This issue occurs when attempting to watch content that is not available off-campus or through a non-FSU network.

Ensure you are on FSU's campus network using the Ethernet connection in your room or the FSUSecure Wi-Fi network.

X

Unable to make a purchase

The XFINITY storefront or credit card server is down.

X

XFINITY On Campus Support

Unable to update credit card information

The XFINITY storefront is experiencing issues.

X

XFINITY On Campus Support

Unable to add new credit card

The XFINITY storefront is experiencing issues.

X

XFINITY On Campus Support

Unable to update address information

The XFINITY storefront is experiencing issues.

X

XFINITY On Campus Support

Unable to cancel subscribed or purchased services

The XFINITY storefront is experiencing issues.

X

XFINITY On Campus Support

Unable to playback purchased content

The XFINITY storefront is experiencing issues.

X

XFINITY On Campus Support

Credit Card Denied

Incorrect credit card information has been entered or there is an issue with your card

Please re-enter your credit card information and contact your credit card provider if the card continues to be declined.

XFINITY On Campus Support

Not able to get to the Campus Login Page

The sign in authentication server may be down or experiencing issues

Check ITS News to see if there are ongoing issues with FSU login servers which may also be preventing access to other sites and services.

ITS Service Desk 

FSUID username or password rejected or forgotten

Your FSUID sign-in credentials may be incorrect

Follow the steps listed on the FSU Sign In Help webpage.

X

I don’t see the channel listing

This may be due to a playback issue.

1) Confirm you are using an on-campus FSU network such as your room's Ethernet or FSUSecure Wi-Fi.

2) Clear your cache

3) Try a different web browser

4) Try using a different device

5) Ensure you are not trying to stream on multiple devices at the same time.

XFINITY On Campus Support

I can’t play one or more of the channels or XFINITY services

This may be due to a playback issue.

1) Confirm you are using an on-campus FSU network such as your room's Ethernet or FSUSecure Wi-Fi.

2) Clear your cache

3) Try a different web browser

4) Try using a different device

5) Ensure you are not trying to stream on multiple devices at the same time.

XFINITY On Campus Support

The video is jerky, freezes or has poor picture quality

This may be due to a playback issue.

1) Confirm you are using an on-campus FSU network such as your room's Ethernet or FSUSecure Wi-Fi.

2) Clear your cache

3) Try a different web browser

4) Try using a different device

5) Ensure you are not trying to stream on multiple devices at the same time.

XFINITY On Campus Support

XFINITY On Campus app does not open properly

This could be due to an issue with your network connection or with the app itself.

Address network issues with the ITS Service Desk. Otherwise, see Point of Contact.

XFINITY On Campus Support