shimadk1's profile

Frequent Visitor

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8 Messages

Tue, Mar 12, 2019 11:00 PM

Closed

DVR recordings disappeared

All my recordings prior to 12/31/2018 disappeared today without me deleting them.  Is there another problem that has occurred with the cloud recordings or has the daily update just removed older recordings?

 

There was was sufficient space so please don't tell me that they were deleted to make room for new recordings. 

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XfinityKenF

Official Employee

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8K Messages

3 years ago

I am having the same problem: recordings suddenly deletng themselves and we are never more that at 45% capacity. Any ideas?

PatWME, I'm opening an investigation on the missing recordings for some customers. Please feel free to send me a private message so I can look into this for you as well! (Just click my name and then on the next page, you'll see an option to send me a private message on the top right hand side)

 

Ken

Regular Visitor

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1 Message

3 years ago

I am having the same problem: recordings suddenly deletng themselves and we are never more that at 45% capacity. Any ideas?

Fedge

Contributor

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57 Messages

3 years ago

Working with Comcastken already 

may want to combine to see common symptoms 

XfinityKenF

Official Employee

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8K Messages

3 years ago

Fedge, nice speaking with you in private message! All, we discovered that the particular Doctor Who's recordings they were missing because of a failed recording by the scheduler--these type of failures will cause the program to continue to fail moving forward. To resolve and prevent future recording failures, the recording priority will need to be deleted and the future scheduled recordings. Then a new recording request for the series would need to be redone. I'd be happy to check if this back end error is similar to what others are seeing! Unfortunately, it doesn't look like there is a way to bring back the missing recording in this instance. 

 

Ken

Regular Visitor

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5 Messages

3 years ago

Hello Ken,

 

I apologize for the late reply. My recordings that were deleted were not in the trash folder. They are still on my DVR. They are only being deleted in the cloud. I also understand the differences in storage vs cloud. My DVR will hold much more recordings than the cloud and I understand that is normal. For the DVR it holds a certain amount of GB of data, while the cloud only holds the last 60 hours of recordings no matter the size.

 

My DVR works perfect. My recordings never get deleted from it unless I delete them myself. I can watch any of my recordings from my X1 Box. However, the problem is with the cloud itself. The cloud is deleting the oldest recordings while I should still have space. A recent example below:

 

I had 26 recordings on my DVR. These recordings were from only the last week. Sunday through Tuesday. All recordings were still on my DVR. However while I was at work, I tried to log into Xfinity Stream to watch my stored recordings on the cloud. Only the last 14 recordings were in the cloud. Also before going to bed on Tuesday I checked the cloud and all 26 recordings were there. They were deleted from the cloud overnight even though nothing else was added and it was less than half of the 60 hours that it should have held.

Frequent Visitor

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5 Messages

3 years ago

Hi, I see that this issue is marked as solved;  however yesterday we lost 60% of our recordings.  The ones deleted were random, it made no sense.  Our space went down from 70% to 10%.  Can you advise the best way to address this since reading through the thread it appears firmware was pushed down to address this issue but it is still continuing.  Thank you!

XfinityKenF

Official Employee

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8K Messages

3 years ago

Hey Janglea, appreciate the follow-up! No worries on the delay, I'm here all day! 🙂 

 

Can you try resyncing your DVR to the cloud? You can do so on your X1 DVR via this order path: Settings--> device settings-->sync DVR. 

 

 

Bhick6, the solution was improperly marked. Were any of the missing recordings marked as "save for 1 year"? 

 

Ken

Frequent Visitor

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5 Messages

3 years ago

Hi!

Unfortunately I can’t confirm for all recordings but one of the series we are currently recording had 4-5 from the first season on the DVR that were deleted. I checked the remaining and they were marked as “until space is needed.” I understand the cloud deleting but we had 30% left on the physical DVR. We’ve had much less space left before and never lost old recordings. Thank you for the response!
XfinityKenF

Official Employee

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8K Messages

3 years ago

Hi there! 

 

That is definitely quite odd. Especially if you haven't swapped the DVR and you had the space for the recordings. Let's look closer into this. Please send me a private message with your full name for help. Just click my name and then on the next page, you'll see an option to send me a private message on the top right hand side. Can you also include the name of the recording in your message as well so I can check the provisioning for it on the back end? Thanks! 

New Poster

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1 Message

3 years ago

Hi - our DVR recordings disappeared as well.  We were not near limit.  Some may have been over a year, but not most.  Many recent recordings are gone as well. I checked online in my account and only those that are on my DVR show online as well.  Help! 

Frequent Visitor

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5 Messages

3 years ago

Same with us, the cloud recordings are gone as well.

What’s really weird is that the DVR is showing only 13% full and we have about 45 shows recorded so that doesn’t make sense. 🤷🏼‍♀️
XfinityKenF

Official Employee

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8K Messages

3 years ago

KBell18, thanks for letting me know--I got your private message and will follow up with you there shortly. 

 

Ken

New Poster

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1 Message

3 years ago

All but 28 saved recordings were deleted from my DVR today too.  This is the second time this year. 

New Poster

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1 Message

3 years ago

Mine is the same issue. It is a rolling two months. So my recordings yesterday included the first week of May 2019 and now those are gone and only those from the second week to present are available. I have adventure box so nice should disappear.

Regular Visitor

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1 Message

3 years ago

Hi, I too am having problems. In the last three days I have gone from 91% full to 22% full. Everything older than 7/16/19 has been deleted. Posting here so I can PM for help.  Thanks.

 

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