Troubleshooting: Rogers Streaming issues and error codes

Having trouble using Rogers Streaming (formerly Shaw Stream)? We’ve got you covered with tips to fix common issues or error codes you might see. If you can’t play content on Rogers Streaming, your remote isn’t working, or an app won’t launch, follow the steps below to resolve these issues.

How to restart your Rogers Xfinity Entertainment Box

Many issues can be resolved by restarting your Rogers Xfinity Entertainment Box. There are a few different ways to reset it.

From the Help menu

  1. Say “Help” into your Rogers Streaming voice remote.
  2. Select the Restart option.

From the Settings menu

  1. Select the Settings (cog) icon from the home screen.
  2. Select Device Settings.
  3. Select Restart.

Unplugging the power

  1. Unplug the power cord from the back of your Rogers Xfinity Entertainment Box.
  2. Wait a few moments then plug it back in.

Wait a few minutes for the device to restart, then check if your issue is fixed. If not, see the sections below for more troubleshooting tips.

Unable to sign in to or launch an app

Content on Rogers Streaming is delivered by one of the many streaming apps we offer.

Visit Troubleshooting: Streaming apps to learn how to resolve app issues with signing in, video playback, and more.

Video playback issues

Rogers Streaming uses your Internet connection to stream content to your TV. Internet connectivity problems like slow speeds may affect playback quality.

See Troubleshooting: Slow Internet speeds to check for connectivity issues.

Remote control issues

Follow the steps below to solve issues with your Rogers Streaming voice remote.

  1. Check the battery level.
    1. Go to the Settings menu.
    2. Select Remote Settings.
  2. If the battery level is low, try replacing the batteries.
  3. Reset your remote.
    1. Go to the Settings menu.
    2. Select Remote Settings.
    3. Select Voice remote pairing.
    4. Follow the steps on-screen.

For more details on remote programming and setup, see How To: Use the Rogers Streaming voice remote.

Rogers Streaming error codes

If you encounter an error when using the Rogers Streaming service, note the error code on the screen and review the list below to find the appropriate error & troubleshooting steps. 

Error Code Error Message
ENT-22010 Yikes, that didn't work. Check your Internet connection and try again. If you're using WiFi, you can try switching to Ethernet, and check that all cables are tightly connected to your modem and cable outlet. 
ENT-22016 That didn't go as planned... Sorry about that! Try reloading and entering your PIN again.
ENT-22017  This video couldn't load. Sorry about that! Try again in a few minutes.
ENT-22018  This video couldn't load. Check your Internet connection and try again. If you're using WiFi, you can try switching to Ethernet, and check that all cables are tightly connected to your modem and cable outlet. 
ENT-22019 This video couldn't load. Check your Internet connection and try again. If you're using WiFi, you can try switching to Ethernet, and check that all cables are tightly connected to your modem and cable outlet. 
ENT-22020  Your purchase didn't go through. Sorry about that! Try reloading and entering your PIN again.
ENT-22021 Your purchase didn't go through. Sorry about that! Try again in a few minutes.
ENT-22013 That didn't go as planned... Sorry about that! Refreshing might fix it.

Troubleshooting steps
  1. Check for any known maintenance or outages here.
  2. Verify the Rogers Xfinity Entertainment Box is connected to the Internet either via Ethernet cable or WiFi.
  3. If using WiFi, confirm the Rogers Xfinity Entertainment Box is receiving adequate signal.
    • From the top row of any Rogers Streaming page, click Gear Icon - Device Settings - Network. This will show your WiFi network details including signal strength.
  4. Check for Internet connectivity issues.
  5. Restart your Rogers Xfinity Entertainment Box.
  6. Retry the action again.

 

Error Code Error Message
ENT-00093 Service is unavailable. It looks like you don't have access, or there's trouble with the server.
ENT-10004 This title is no longer available. It may have expired, or it might not be included in your subscription anymore. Fingers crossed it comes back soon!
ENT-22011 That didn't go as planned... Sorry about that! Please try again.

Troubleshooting steps
  1. Check for any known maintenance or outages here.
  2. Restart your Rogers Xfinity Entertainment Box.
  3. Retry the action again.

 

Error Code Error Message
ENT-07035 Hmm, that's weird. What you were looking for doesn't seem to exist. How embarrassing! Go to the home screen to keep exploring.
ENT-07036 This video's price has changed. Refresh the screen to see its new price.

Troubleshooting steps
  1. Return to the home screen by pressing the Home button on your remote.
  2. Retry the action again.
  3. Restart your Rogers Xfinity Entertainment Box.

 

Need support? If you still need assistance, contact us and we’ll take a closer look to resolve the issue for you.

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