er1024's profile

Frequent Visitor

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5 Messages

Sat, Dec 19, 2020 7:00 PM

Restoring local recordings from XG1-P TV box to a new XG1-A tv box

The XG1-P TV box was working well until a few days ago. The TV output started showing blue screen. Power-cycling showed welcome screen, and after a while there was a blue screen. Returned the box at the Comcast store , got a new XG1-A, came home and it showed that all the recordings that were done weren't there. There were only a few from the last 9 months or so. Recordings done in 2019 and 2018 are not there.  

 

Those older recordings on the broken TV box were viewable in another room (must have been the Anyroom DVR service) until the box was returned. When we installed the new TV box, it has only some of the recent recordings and not all of the old ones.

 

We immediately went to the store and got the old DVR box back. Comcast technician visited the house and since there is no TV output, there is no way to see what is in there and there is no way to copy/transfer the local recordings from that broken TV box.

 

Both the old and the new are from the Xfinity store. The old one was XG1-P and the new one is XG1-A.  How do we go about getting those old recordings while the HDMI is not working?

 

The tech support line on the phone keeps telling that the cloud will restore and does not even know how to transfer the recordings from one device to another.  Some of those those didn't know that those devices recorded with local storage.

 

Any ideas/tips?

 

Responses

andyross

Silver Problem Solver

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6.9K Messages

6 m ago

Any recordings phyically on a DVR, but not also having a Cloud DVR copy, can ONLY be viewed on the physical DVR. There is NO way to transfer physical recordings between DVR's.

Frequent Visitor

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5 Messages

6 m ago

From this page,

https://www.xfinity.com/support/articles/x1-dvr-cloud-technology-general-faqs

 

I highlighted one sentence below in the answer that talks about "transfer".  Doesn't this sound  like an activity that someone does with those recordings physically stored on the X1 DVR TV box?

 

It may also mean, though ambiguous and misleading to the reader, that the recordings physically stored on the devic remain untouched when the same account holder moves the box from one residence to another residence .

 

f you have X1 Cloud DVR:

Can I take my cloud recordings with me if I move or transfer service?
The recordings that are physically stored on your X1 DVR TV Box will be transferred during your move; however, recordings from your old account stored on the Xfinity Stream app and portal will no longer be accessible after you move.

In the event of a DVR box swap, will I still have access to my recordings?
Recordings made after June 7, 2016, or after the date you began using X1 Cloud DVR (whichever is later) will be accessible from your new TV Box as well as from mobile devices and computers.

 

 

dcfox

Regular Contributor

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326 Messages

6 m ago

I had a box swap a month or so ago and had all my recording.  Even tech said I would keep them. New XG1V4 box. But I don't have 60 hours of reordings much less 150. 

CCAndrew

Diamond Problem Solver

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25.9K Messages

6 m ago

That’s for customers taking the box with them to a new address. The cloud has access to the last 60 hours recorded(some areas 150). Once a swap happens the new dvr has access to those recordings, it isn’t a transfer
CCAndrew

Diamond Problem Solver

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25.9K Messages

6 m ago

If you had less than 60 hours they would all be there
Rustyben

Expert

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24K Messages

6 m ago

Note: verified good news: the 60 hours capacity has increased to 150 hours across the Comcast footprint (all areas).

 

If you install the old DVR you can watch the old recordings on other X1 set top boxes via HDMI. Did you try a new HDMI cable to test if the HDMI connection?

Frequent Visitor

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5 Messages

6 m ago

The HDMI cable, the connection and the TV are fine. The TV displays "Welcome/Bienvenidos' when the set-top box is powered up. It is then supposed to display 'connecting to your x1 experience' or something to that effect which doesn't happen. It only displays a blue screen. The technician tried different cables and confirmed that there is some other component (most likely software) that failed inside the box.   The new box from the xfinity store works.

 

Before connecting the old box to the cable, how can I be 100% or 200% sure I won't lose the locally stored recordings (since before the time cloud-dvr service rolled out)?

 

The box's serial number does not appear on the xfinity home page. Does the xfinity tech need to add the serial number to our account before connecting the old dvr box? 

 

The new box is already there on our account. If we connect the old box back, is it going to act like an 'addtional' box and only see the content that is stored on the cloud, thereby effectively losing the locally stored recordings?   The tech said that it "should" only download or grab a copy of the cloud recordings" and not erase the old locally stored content, but could not confirm that the local recordings would also be available.   The phone techs and the xfinity store techs also use the word 'should', but would not confirm the expected behavior.  

 

 

Frequent Visitor

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5 Messages

6 m ago

" I had a box swap a month or so ago and had all my recording.  Even tech said I would keep them. New XG1V4 box. But I don't have 60 hours of reordings much less 150.  "

 

Like you, we were also told the same thing, and figured out the hard way after the problem happened. 

 

There are two kinds of recordings. Recordings done before the cloud-dvr service rolled out were in the hard drive of the dvr box itself. Xfinity does not copy those recordings to the cloud or to another set top box if you return the old box.

 

All recordings done after the cloud dvr service rolled out are the only ones you will see when you return the old box and get a new one. 

 

dcfox

Regular Contributor

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326 Messages

6 m ago

@er1024 

I meant I have all my recordings but I never had 60 or even 150 hours of recordings on old box before the swap. Also not more then several months old of recordings cloud or hard drive. I guess you had some old recording. 

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