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user_znwjg9
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24 Messages

Sunday, June 2nd, 2024 10:25 PM

DVR signs off

Watching a ball game I recorded, the box announces "sign off" and goes back to the beginning. What gives? How do I prevent that?

I have no idea if I have the category and topic right.

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6 months ago

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user_znwjg9

24 Messages

6 months ago

I should have said that this happens while fast forwarding.

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XfinityAmandaB

Official Employee

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1.6K Messages

 

user_znwjg9 Thank you so much for reaching out for help with this sign-off error you are getting when watching your recorded game. This is not an error I have run across before and would need to take a closer look if you have already tried the troubleshooting options in the Xfinity app. If you are still running into this issue please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

I am an Official Xfinity Employee.
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6 months ago

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user_znwjg9

24 Messages

I know nothing about the "troubleshooting options in the Xfinity app". I have since had it unexpectedly  go back to the start of the recording, but I did not see that message. I am wondering if maybe I accidentally hit two keys at once; they are pretty small and close to each other.

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6 months ago

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XfinityAmandaB

Official Employee

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1.6K Messages

 

user_znwjg9 Odd for sure, it is a new one for me so it is possible you did just hit a magic combo of buttons. If it happens again I would check out the troubleshooting options for DVR issues in the Xfinity app. If there is an error code that happens to pop up with it let me know I can use that to help look more into what is causing it.

 

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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6 months ago

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user_znwjg9

24 Messages

Is that an app for a smartphone? If so, I don't have it since I don't have a smartphone. Last time it happened, there was no message, it just jumped back to the start of the recording when I tried to fast forward though the commercials. A big pain in the neck. I was being careful with the buttons, so I am pretty sure I did not push two. Is there a way to deliberately restart from the beginning? That might give me a clue.

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6 months ago

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XfinityNicolas

Official Employee

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1.1K Messages

That's correct, it is an app for smart phones. There isn't a restart button in the recording just the menu screen. I'd like to take a deeper look into what is going on. When you get a chance, can you send us a direct message?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the page

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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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6 months ago

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user_znwjg9

24 Messages

6 months ago

 "Click the "Direct messaging" icon near the top right of the page"

I have no idea what that icon looks like. All I see at the top right is the search icon, the shopping cart, and the a count icon.

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user_znwjg9

24 Messages

6 months ago

It still rewinds back to the beginning for no apparent reason.

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XfinityNicolas

Official Employee

 • 

1.1K Messages

 

user_znwjg9, thanks for getting back to us. Does it work when you use this link here?

 

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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6 months ago

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user_znwjg9

24 Messages

6 months ago

Different icons, but nothing that says direct messaging. Isn't direct messaging a social media thing? I wouldn't know.

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user_znwjg9

24 Messages

6 months ago

Looks like I am not the only one with this problem: https://forums.xfinity.com/conversations/x1/why-does-my-cloud-dvr-recording-randomly-rewind/65b6dd2ced17eb490b588f08

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user_znwjg9

24 Messages

6 months ago

Is there a rewind button on the remote?

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user_znwjg9

24 Messages

6 months ago

I meant to rewind back to the start.

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