DVR recording had compressed screen

I recorded the Bills vs Chiefs game because I had a family event in the afternoon. When I when to watch the game in the evening, the TV screen was compressed on the top and the bottom.

Is there a way to fix this issue?

Responses

XfinityDilary

Official Employee

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2.4K Messages

2 years ago

Thanks for posting on our community forums, @user_ls1myc. I'm sorry to hear about the DVR recording issue you have been experiencing. Is this happening on any other recording? Or just the Bills vs Chiefs game? If you try to access the recording on the Xfinity Stream App. Do you see the same compressed image?

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user_ls1myc

4 Messages

Hi Dilary,

This compressed screen has happened before, but I have not seen it frequently.

Unfortunately it did on the Bills vs my favored Chiefs game.

I recorded the 60 minutes on CBS that because of the football game was late, the TV screen was perfect.

I checked today on the Xfinity Stream app on my iPad and it was perfect. I don’t have Xfinity Stream on my Mac laptop though.

Please let me know if you have any suggestions.

Thank you.

2 years ago

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XfinityAmira

Official Employee

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4.2K Messages

We appreciate you getting back to us with this information @user_ls1myc. As a Chiefs fan, I absolutely understand your concerns. Although I am happy to hear you're not experiencing this issue with other recordings or through Xfinity Stream, I'm sorry that it occurred during your favored game.

As a troubleshooting step and at your convenience, can you please perform a manual reboot on both the cable box and internet modem to see if that helps correct this? Unplug the power cable from the back of the modem, wait 10-15 secs, plug the power cable back in, and allow 10 mins or less for the modem to reboot. Please perform the same steps on your cable box(es) as well.

Let us know if you experience this issue again after doing so and we can go from there. Thank you!

I am an Official Xfinity Employee.
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2 years ago

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user_ls1myc

4 Messages

Hi Amira,

I will have the opportunity to test if the compressed screen happens again on Sunday the 17th because I have 2 football games happening at the same time in 2 different channels.

The Chiefs vs Patriots and Bears vs Browns.

i will watch live the Chiefs that I am a big fan of and record the Bears. The Bears I don’t like and I hope they lose.

Per your suggestion before the game I will reboot my router.
I will post a message here about what happened.

Thank you.

[Edited: Personal information].

(edited)

2 years ago

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XfinityAmira

Official Employee

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4.2K Messages

@user_ls1myc, thanks for taking the time to get back to us. I'm a long-time Chiefs fan, so I am just as eager and excited to watch the game vs the Patriots.

Also, we very much appreciate your help with this and look forward to hearing the results after Sunday's games.

Chat soon!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

2 years ago

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user_ls1myc

4 Messages

2 years ago

Hi Amira,

Before the football game on Sunday, I reset my router as you suggested.

We didn’t have 2 football games at the same time. We had the Bears vs Brown, which the latter won. I liked that. As the Router took a few minutes to come back, I watched the game after it had already started. My LG TV had the screen in full. No issues detected.

The Chiefs vs the Patriots were not broadcast by Fox as previously indicated. I watched the score table being updated on the Chiefs App. They won 27 17. I liked that and you should be happy as you cheer for them too.

I recorded CBS 60 minutes and the TV screen was normal too. No issues.

Considering CBS programming was late due to another football game, which I didn’t watch, I recorded the Willy Nelson 90 years birthday celebration because I wanted to watch Young Sheldon that was coming up.

Both Willy Nelson and Young Sheldon had a compressed TV screen with a black border on the top and another at the bottom. It looked ugly.

Did this help to diagnose where the problem is and what to do to fix it?

Thank you,

Alberto

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ccRuben

Retired Employee

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729 Messages

That definitely helps, please send a direct message, we will need to access your account to begin troubleshooting. Thanks!

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

2 years ago

0

Customer Service

user_ls1myc

DVR recording had compressed screen

XfinityDilary

user_ls1myc

XfinityAmira

user_ls1myc

XfinityAmira

user_ls1myc

ccRuben

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