U

Visitor

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3 Messages

Fri, Oct 1, 2021 3:48 PM

DVR not playing entire recording

I have an X1 system that stores recordings in the cloud. My internet service is stable. But when I try to play back a recorded show, it just bails somewhere in the middle. Multiple shows. Different quitting points. It is failing to serve its purpose if it will not play all the way through to the end. 

How do I troubleshoot this and get it to work correctly?

XfinityAbbie

Official Employee

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679 Messages

2 m ago

@user_900189 Hello and thank you for taking the time to reach out to us. I am sorry to hear you are having issues with your recordings. Do any error messages come up with this? 

Visitor

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3 Messages

2 m ago

Nope. Just the dialog box to delete or not delete.  One of the recordings that bailed did work later when I went back to it on another day. But they would not resume and continue at the time. I am pretty sure the problem lies on the service provider's side. But I still need to know what steps I could execute to get it to self-correct.  

XfinityAmir

Official Employee

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6.6K Messages

Hi user_900189, thank you for the information. When you say the content "bails" have you tried rebooting the cable box to resolve this problem? Have you tried removing the app from your device? 

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Visitor

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3 Messages

When I say it bails, I mean it freezes and presents me the opportunity to delete or not delete exactly as it would if it had reached the end of the recording, but it might only be five minutes into an hour long show.  Or it might be any other point between the start and end.  It appears to be random about how far into the show it happens and which shows it happens on.  Sometimes it doesn't happen at all.  Other times it happens on every show we try to watch until we just give up.

Visitor

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1 Message

This happened to me today too.  Was trying to watch an NBA game recorded earlier in the day.  It's not the first time it has happened to me.... very frustrating

Official Employee

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218 Messages

@PMACB23

 

 

I would suggest following XfinityDevinC's recommendation and see if that corrects the issue. If it doesn't resolve the issue, please let me know so we can look deeper into this for you and get it fixed. Thank you for comment. 

 

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

Visitor

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5 Messages

1 m ago

I am having the same problem.  Recording starts but at some point it just quits and either gives me a "try again" box or just takes me back to the Xfinity Stream home screen.  I have replaced the DVR which made no difference.  Agent is telling me that it is a problem with my owned modem and the cloud.  Store just says keep bringing it back until it works right or use our modem that is built for this.  The fact that you seem to be engineering your system to only work with your equipment makes your company even worse than your reputation.  Would really appreciate a reasonable fix.

(edited)

Official Employee

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329 Messages

@crball

Hello! Thanks for reaching out so we can address this recording concern with you. Unless there is an equipment error with your modem, this should not impact the ability to record. However, we want to dive into this and see how we can help troubleshoot that. Is this on all recordings or certain networks/programs? Have you checked the recording settings when you schedule a recording to see if the timer is set for the full show? I like to record 5 minutes early and 10 -minutes late on some shows to be sure I catch the full recording in case it plays longer or starts sooner.

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

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