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Re: DVR download keeps resetting

Posted by
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Message 1 of 12
911 Views

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. 

11 REPLIES
Posted by
Official Employee

Message 2 of 12
869 Views

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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Posted by
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Message 3 of 12
860 Views

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

Posted by
Official Employee

Message 4 of 12
855 Views

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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Posted by
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Message 5 of 12
851 Views
I tried it between 1pm and 2pm MST today.
Posted by
Official Employee

Message 6 of 12
837 Views

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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Posted by
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Message 7 of 12
832 Views
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.
Posted by
Official Employee

Message 8 of 12
825 Views

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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Posted by
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Message 9 of 12
806 Views
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.
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Message 10 of 12
683 Views

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!

Posted by
Official Employee

Message 11 of 12
573 Views

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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Posted by
Official Employee

Message 12 of 12
508 Views

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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