This article provides instructions on resolving the XRE-22 SRM-8101 "Unable to Play Video" error. When this error occurs, you will see the following message on your device:
- "Unable to Play Video. We have run into a problem that may be fixed by restarting your TV Box. Please ensure all cable connections are tightly secured, then press Restart Now or Cancel to return to your previous program. We apologize for any inconvenience."
Next steps
If you continue to experience issues, contact us using the method that is most convenient for you — chat with us online or call us to speak with a Comcast representative.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.
What's changed in this article
| Date | Summary of change |
| September 22, 2026 | Updated agent action. |
| May 1, 2025 | Added Additional information section. |
| February 26, 2024 | Article maintenance — no content updates. |
