Product: XG2 in Boston Area. Feature: Pause/Rewind/Play live TV. Cable Box is on 24/7. After the TV has been off for about 12 hours live TV recording stops recording. When TV is then turned on I receive error message: "Rewind isn't available. This device does not support it" If I now what a few seconds I can rewind back to the point when I turned on the TV and the box continues live TV record. Note; I did NOT change the channel when I turned on the TV (which would have clear the buffer). The box has been swapped out and does the same thing on both. Always reproducable.
1. After watching TV check control LIVE TV is working.
2. Turn off TV for at least 12 hours. Leave cable box on. (note TV is connected using an HDMI cable which allows bidirectional communication between the TV and cable box). This is a second TV so it is turn off by 7 PM EDT and turned on again sometime after 8 AM the next day.
3. Do NOTuse TV (or it remote). Do NOT change the channel on cable box.
4. After about 10-12 hours; turn on TV, wait for picture then IMMEDIATELY press the REWIND button. TV displays in upper right hand corner the message
"Rewind isn't available."
"This device does not support it"
Customer support nor Technical support has never seen/heard of this problem. Per usual they restarted the box numerous times, Sent reset signals and other basic trouble shooting instructions written on the trouble shooting menu system. Nothing works. I was told to swap the box out with a new one. Same problem occurs.
Main problem is that it takes 10-12 hours to reproduce problem. Note also I have an X1 DVR primary box on the TV I usually use. It does not have this problem.
I suspect this is "Feature" of the XG2 box for some reason that I would like changed so that when I turn the TV on in the morning I can rewind back to the show I am watching.
This problem defeats the advertised feature of being able to control LIVE time.
Hi appleseed45! Thanks for reaching out to us. The buffer time in order for you to be able to turn on your TV is only 2 hours, not 10-12 hours, which is why you have not been able to successfully rewind and get back to the program you were watching.
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I don't remember my original post but the unit of time was in seconds not hours. I cannot rewind at the start of each day be cause the box stopped storing the advertised 25 MINUTES of live tv rewind. It also displays a message inappropriate for the XG2 box saying this box support rewind since it clearly does. Once the message clears the box does start recording live TV for the moment I clicked the rewind button. Note the channel was NOT changed which does cause the live tv buffer to be cleared. Thank you for your response but was not for the question I asked.
I have been in contact with Tier 3 support. They were able to reproduce the problem and are looking into fixing it.
Basically Live TV record is being disabled sometime at night while the TV is off. The next time the TV is turned on Live TV recored remains disabled until one of the following happens: Hit Reward or Play/Pause button. Changing the station may also re-enable Live TV record. The bug appears when you see an error message of "Rewind|Play/Pause isn't available. This device doesn't support it."
The error message is not meant to be shown on an XG2 box since it is false.