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user_e2d553
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4 Messages

Sunday, July 23rd, 2023 3:45 PM

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Fast-forward After Pause on Live TV Fails With Error on Screen

When I pause live TV for more than one-half hour, fast-forward after
pressing play will cause an error message on the TV screen and the
device then jumps to live TV, skipping over what I have paused.


This error happens on my main set-top box, identified as an ARRIS,
Arris Device.  My remote set-top box, identified as an Xfinity Xi6
will not produce the same error.  Fast-forward on this device works
fine and my paused programming is not lost.

Question

 • 

Updated 

2 years ago

190

2

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XfinityWilliam

Official Employee

 • 

1.2K Messages

2 years ago

Hello @user_e2d553. Please manually power cycle the cable box so that it will sync with the system and apply and updates that may be causing this issue.

2

0

user_e2d553

4 Messages

@XfinityBilly​ I have power-cycled the set-top box (Arris) many times and it makes no difference.  As far as updates are concerned, I have no idea how that is done or where to get updates.  This problem is a long-standing problem that has been occurring since we first installed Comcast service.  I was hoping to find someone knowledgeable about this pause/play/fast-forward stuff to recognize the problem and provide a solution.

2 years ago

0

XfinityRichard

Official Employee

 • 

1.8K Messages

Hi there, @user_e2d553 ! Thank you so much for reaching your Digital Care team. Thank you for your patience while you waited to connect with me. I'm very sorry for the trouble you having with pausing your live tv, I truly understand how frustrating that is for you. Please be assured you reached the right person to assist you. Can you please DM me your first and last name along with your full service address so that I can assist you further?

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  •   Press Enter to send it

 

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2 years ago

0

user_e2d553

4 Messages

2 years ago

Just for the record, Richard from support suggested swapping out my set top box since the other stb works fine on fast-forward.  I'll post my results here after I receive and install the replacement.

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