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user_900189
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3 Messages

Friday, October 1st, 2021 3:48 PM

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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?

Question

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Updated 

3 years ago

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4

CCAbbie

Problem Solver

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1.4K Messages

4 years 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? 

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user_900189

Visitor

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3 Messages

4 years 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.  

4

CCAmir

Gold Problem Solver

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7.2K 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? 

I no longer work for Comcast.

4 years ago

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user_900189

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.

4 years ago

PMACB23

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

3 years ago

0

CCDaryl

Problem Solver

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828 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 no longer work for Comcast.

3 years ago

0

crball

Visitor

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8 Messages

4 years 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)

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CCDevin

Problem Solver

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735 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 no longer work for Comcast. 

4 years ago

0

user_e2bfd5

Visitor

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1 Message

3 years ago

I have had this issue with multiple recordings that I have tried to watch via the Xfinity Stream app. Recordings make it 1/2-3/4 the way through then the video freezes but the audio continues. I have tried restarting the app, re-installing the app, etc. It has happened to every recording I have tried to access.

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XfinitySheila

Official Employee

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1.1K Messages

@user_e2bfd5

 

Thank you for the details, is this happening on other devices or via the website as well? 

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.
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3 years ago

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