Welcome to Comcast Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,806,015

members

61

online now

1,952,262

discussions

Top

X1 DVR Cloud Recordings Unable to Download to Mobile Device

Regular Visitor

X1 DVR Cloud Recordings Unable to Download to Mobile Device

I am having a major issue with the X1 DVR cloud recordings and the iOS xfinity TV app. As of a few days ago, I am not able to download any of my recordings to my iPhone or iPad (I am in my home, on my home network). I get the same error message for all of my recordings: "Could not create Download. There appears to be a problem with the manifest for this recording. Our video team has been alerted and is working to resolve issue."

 

If I try to stream the videos, I get a different error message: "Playback Issue :: 500. The server is reporting an unrecoverable error. Please try playing another channel or recording."

 

Live TV streams fine on my devices. There is clearly an issue with the cloud server or cloud recordings themselves.

 

I have had many issues in the past where SOME recordings wouldn't download, but this is the first time that NONE of my recordings will download or stream.

 

I chatted with someone from tech support, and they created a ticket, but I don't have high hopes--I have called so many times with similar issues, and each time they created a ticket and supposedly bumped it up to "tier 2" support, but I don't think tier 2 support exists. They were always supposed to have someone from tier 2 all me within 48 hours, and I have never received a call back from them. Very disappointing. We spend a lot of money for a service that only works some of the time, and currently not at all.

Regular Visitor

Re: X1 DVR Cloud Recordings Unable to Download to Mobile Device

UPDATE: I actually DID get a call back from tier 2 support!

 

I tested a little further, and found a few recordings that I am able to download, but the majority of my recordings are not downloadable or streamable.

Regular Visitor

Re: X1 DVR Cloud Recordings Unable to Download to Mobile Device

Also having same issue started about 10 days ago.   Running on IPAD  iOS 8.3

Frequent Visitor

Re: X1 DVR Cloud Recordings Unable to Download to Mobile Device

I am having the same error with 3 out of 8 recordings of Scandal, trying to download to a Galaxy Tab 3

New Poster

Re: X1 DVR Cloud Recordings Unable to Download to Mobile Device

I'm having this exact issue right now... Very frustrating. Do the cloud recordings ever start working again for those particular programs?
Frequent Visitor

Re: X1 DVR Cloud Recordings Unable to Download to Mobile Device

Future recordings for these series eventually started working, but I don't think any of the particular episodes I had issues with were ever downloadable. I haven't had many problems for the past few months, luckily.

New Poster

Re: X1 DVR Cloud Recordings Unable to Download to Mobile Device

I'm having that issue right now... App logged me out and then when I signed back in it told me some update has happened
Admin1

Re: X1 DVR Cloud Recordings Unable to Download to Mobile Device

Hello All -- For this issue, log out of the App and log back in. You may need to force close the App or uninstall/reinstall the App. 

 

If none of that helps, we would need to know how you are connecting (wifi or mobile network), device make/model, Operating System, and what content you're having an issue with. 




Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
Regular Visitor

Re: X1 DVR Cloud Recordings Unable to Download to Mobile Device

I too have tried all of the fixes the 1st Tier support agents give you to try...

  • Log out, log back in
  • Reinstall the app

None of it helped on either of my IPad Minis.  The app was working back in October '15.

 

I too chatted with tier 1 support, who told me they elevated to tier 2 support and I should give a time for this tier 2 support to call me back.  I did but, they never called.

 

i am too frustrated for works with Comcast.  The cost of the service has risen exponentially in the last 3 years and the service has fall n by the same proportions.  

 

I just oust want the app to work and for someone to get back to me to assist me in making it work.  When will that be?