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Re: DVR download keeps resetting

Frequent Visitor

Re: DVR download keeps resetting

I have the exact same problem. I'm also in the Boulder CO area. Downloads will start and then they just jump back to zero. The problem has gotten worse over the last 2-3 months. At this point nothing will download. I've done a hard reset on my iPad, uninstalled/reinstalled the app, power cycled (unplugged) my DVR. My internet works great and I have plenty of memory on my iPad. 

 

The app seems to be heading in the wrong direction. First downloads would succeed but the audio would be out of sync and sometimes jump randomly in time, then more downloads started failing, now nothing will download. Any other ideas?  Maybe a service problem in the Boulder area?

 

This is hugely frustrating as it's a great service offering and differentiator when it works. 

Problem Solver

Re: DVR download keeps resetting

Hi Tom

 

So sorry you're having this issue. Does the program you're trying to download play back properly (before downloading, just streaming)? There are a couple things that could cause a download to fail and retry again from the beginning—one of them being that some of the video files necessary for playback are missing. If the recording itself is busted, that could be the problem. If that's not it, if you can give me an idea of when the latest issue occurred, I might be able to find the download in the logs and see why it failed.

 

LHC




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Frequent Visitor

Re: DVR download keeps resetting

Yes, the app streams the same recording fine.  Just downloads are failing.

Problem Solver

Re: DVR download keeps resetting

Ok. Can you please give me an idea of when you last encountered this problem so we can look for your download in the logs?

 

LHC




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Frequent Visitor

Re: DVR download keeps resetting

I tried it between 1pm and 2pm MST today.
Problem Solver

Re: DVR download keeps resetting

Hey Tom

 

Found your multiple attempts to download in the logs. The download failed because more than 1% of the video fragments were missing (that's our current threshold for failing the entire download). We're having a discussion right now about whether 1% is still the right threshold, while also checking with our production support team to investigate why the video fragments are missing from your recording in the first place.

 

I'm sorry for the trouble. :-(

 

LHC 




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Frequent Visitor

Re: DVR download keeps resetting

Thanks, it appears that multiple video files have this problem. Pretty much every DVR recording I try is failing. The strange thing is it doesn't fail at the same point on every try. If the file is missing video segments wouldn't it fail at the same place every time?

The missing video segments do make sense as prior to the downloads failing I had issues with videos skipping on playback.
Problem Solver

Re: DVR download keeps resetting

It depends on where the failure is (there are several steps in the video delivery process).

 

OnDemand versions of the programs you're having trouble with may be available; to download, you'll obviously need a downloadable TV Go version. To see other playback options, you can either [a] delete the problematic recordings, or [b] go to Settings and turn off the Play Best Available option. When you go to the entity screen for the show (either by searching for it by title or tapping the Info button on a listing or recording), all available viewing options will appear when you tap Watch. If more than one download option is available, they'll be presented when you tap Download.

 

LHC




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Frequent Visitor

Re: DVR download keeps resetting

Unfortunately I travel a lot and really need downloadable versions which most of the programs do not have. It would be great to get a resolution on the issue with the recordings.
Frequent Visitor

Re: DVR download keeps resetting

Hi,

 

Wanted to see if there was any information on why the frames are missing on my files?  I'm still having the problem and haven't been able to use the download service.  Should I open up a support case?

 

Thanks!

Official Employee

Re: DVR download keeps resetting

Hello @tom5280. We are still working on a fix in the back end. I am going to try to get an update for you here soon. Thanks for your patience. 




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Official Employee

Re: DVR download keeps resetting

Hello tom5280.

 

After speaking with our Product Team, this has become a known issue that our engineering group is actively studying to resolve. There is no ETR as to when we will be able to resolve this issue. 

 

We certainly appreciate your patience in the matter. 




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New Poster

Re: DVR download keeps resetting

Are people still having issues?  I have been trying to download a newly recorded movie.  It gets to 90% then just restarts.  My device (iPad has 10GB available) and has been reset.  Also does the same thing on my iPhone which has 40GB free.  Very disappointing.

Frequent Visitor

Re: DVR download keeps resetting

Unfortunately I'm still having the issue.  In addition now sometimes the download completes but the resultant video on the device is not good.  It looks like they made it more tolerant to download with some missing frames, but the missing frames make the video jump scenes and make it unwatchable.  This was such a great product and it's really gone in the dumps the last 6-9 months.

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