Looking for a FIX for rewind (not work-around)

The threads that I added to my first post all had a common theme. Whether there’s an error or the system stops responding, the work-around is to reset the cable box. That work-around doesn’t address the root cause of either issue. As shown by the threads this may work temporarily but not as a long-term fix.

My particular issue is that periodically with no discernible pattern while trying to rewind live television I’m met with the 🚫(“do not” symbol) and the text “This device is not configured for this function” (or something very similar).

As with the theads I linked, the solution has been to restart the cable box. But that doesn’t help with seeing the item for which I was trying to rewind.

That’s why I’m looking for a long-term solution instead of the same work-around.

I completely understand wanting to find a long-term solution @user_8e3aa4. As an intermittent problem occurring randomly, restarting the box is one of the first steps recommended to troubleshooting the issue. I can see how it would be frustrating for this solution to prevent you from rewinding the item after fixing the box. How often is this issue happening?

Just installed a "new" (obviously refurbished because it still has a bunch of programs we don't watch recorded on it) X1 box. The remote pairing was a disaster that took almost half an hour. But now have noticed pause, rewind, etc. doesn't work on live TV. This is totally unacceptable! I have tried a system refresh and a system restart. NIETHER of these addresses the issue, but as the OP (@user_8e3aa4) says having to restart the system every time this happens is going to make me want a return to my old DVR box, which was six years old and worked flawlessly! 

I don't get any kind of error message. All I see is when I press pause it appears to pause but when you push play it immediately jumps to live TV. Pushing rewind does nothing. You push rewind and it shows the blue bar seeming representing buffered content, but then the blue bar disappears and you are still on live TV. If this is the way this "new" device is going to behave (which based on the number of threads about this issue I am not optimistic it isn't) how do I get my old bax back????

@XfinityTony​ Hi Tony, I need help as well. We picked up a DVR box yesterday (09/15/24) . Installed OK, Remote Ok.

Like other postings, attempting to pause results in ‘This desktop box does not support this feature” . Same is true for rewind of live show. Some ‘fixes’ start with channel up, pause, channel down-these can never work as pause isn’t working.

Another comment is that this option is controlled by a memory card. Does this make sense?

I would assume that either it is missing or non-functional. Is there a diagnostic for existence of the card.

This is box #6 in two months. First one with this issue. Any alternative to getting a new box?

Hello user_4h0nnl! Thanks so much for reaching out to us on our Xfinity Forums and sharing the experience you are having with the new cable box. I'm sorry that the functions are not working. I know they are the main perks of having a DVR!

I worry that you may have been given the wrong type of device since pause and rewind are not available. Some of our non DVR X1 cable boxes have the ability to briefly pause / rewind a program with an SD memory card, however they are not DVR's and will not offer the same functions as a DVR would. Do you see the new device list here? Have you experienced other issues as well since this is the 6th device. Or has it been the same issue with being unable to pause and rewind? 

user_8e3aa4 we can also make sure your cable box is set to update (https://www.xfinity.com/support/articles/changing-daily-update-time)

 and upgrade your equipment if there's an opportunity to. Are you able to share the make and model number of your cable box? 

Wait - you have my login name…

can’t you see if my X1 is up to date since it’s online?

@user_8e3aa4 We would need to take your information via Direct Message in order to provide more details on your account. 

To start a Direct Message: Click "Sign in" if necessary

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• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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@RES-007 We appreciate your time in reaching out here on our Xfinity Forums. I understand how frustrating it is to have a feature that you have enjoyed, such as rewinding live TV, stop working correctly. It's important to us that we help resolve this. To help us in troubleshooting the error, can you clarify if this is happening on all channels and programs or just specific ones? Can you tell us what troubleshooting steps you have already attempted? I definitely want to make sure we are respecting your time and not asking you to repeat steps unless necessary.

The only troubleshooting step I was ever given was to restart the router. When I restart the router after finding out I can’t record, the fix works. But I thought my post was fairly clear – I’m looking for a preventative not something I can implement after I find out I can’t record.

How can you troubleshoot something to see what breaks it randomly when you don’t know it’s happening until you find that it’s broken -  the first troubleshooting step is a work-around fixes the issue?

I want it to respond to a pause or rewind the FIRST time.

Hello @Discovery77, thank you for taking the time to reach out on social media.  I understand your concern with the cable service, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this 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
• Type your message in the text area near the bottom of the window
• Press Enter to send your message