Contributor
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39 Messages
Stream App - "Unable to Retrieve Recordings"
Today on my pc (currently on home network), XfinityStream doesn't list *any* of my DVR recordings (all of which were originally set using the home box --which still works fine).
Within a few seconds after clicking "Recordings," I get the message "Unable to Retrieve Recordings," and indeed no recordings are listed. In smaller font below that it says, "There was a problem retrieving your recordings. Please try again. Apologies for any inconvenience." Below that is a "Try Again" button, which *immediately* produces the same messages.
Been trying every so often for four hours, always with the same result. Never had a problem like this before in years of using the app (I've had occasional issues for *individual recordings*, not "everything."). Fyi, live streaming still works.
When I try on my iPhone instead, it simply says I have no recordings, and invites me to record something. So something is definitely wrong. Have tried both Chrome and Firefox on the pc, same result.
I've tried syncing and rebooting the home DVR, and that didn't change anything.
Any suggestions? Specifically, ones that WON'T cause me to lose any recordings currently on my home box (I have a pretty high-capacity one). This is particularly bad timing, because I will be traveling soon and planned to record a good deal to watch on the app.
Thanks.
jsub
Contributor
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17 Messages
5 years ago
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jsub
Contributor
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17 Messages
5 years ago
I spent about an hour on the phone with customer service and mentioned that I had seen others discuss similar problems. They walked me through trying these things (basically turn it off and on again - in different ways).
The problem is on the service back-end, their engineering team must be aware of these problems. There must be monitors and alarms and logs which they can use to diagnose where the issues are. It might be scaling (too much traffic and their systems can't handle it), or a recent software change on their end. I don't understand why they are not seeing this - possibly this is happening to a very small percentage of users and is not noticeable?
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jsub
Contributor
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17 Messages
5 years ago
None of these things help (logging out and back, uninstalling app and reinstalling, system refresh, modem reboot etc).
The problem is on the service back-end. Recordings are not showing in mobile app, or through web browser.
Live channel streaming doesn't work on mobile app, it plays for about 20 seconds then tries to buffer a few times then completely stops.
On desktop/web, it frequently slows down with this message:
"Attempting to Resume... We've run into a problem while streaming..."
"Unable to Retrieve Recordings" in both mobile app and on desktop web.
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cbrown1027
New Poster
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1 Message
5 years ago
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jsub
Contributor
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17 Messages
5 years ago
By the way, the "Recently recorded" does not show up in the "For You" section for me either. Android app on mobile, and also on desktop web browser.
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emjay3
Frequent Visitor
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6 Messages
5 years ago
What I did this morning at home (in anticipation of watching remotely) I played a bit of a few recordings I was going to watch later so they showed up in "Recently Watched"
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Hipnred
New Poster
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1 Message
5 years ago
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Dennis25
Contributor
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39 Messages
5 years ago
I found a clunky workaround that works for most (but not all) of my recordings. In the search box, enter the name of the recorded show or movie. Pick the page for that show, and (hopefully) your recording with be shown and say "Recorded." (If it's a series and you didn't record the latest episode, you may have to look through a list and pick. Even if there is an on-demand charge for other episodes, the one you recorded should be free.) I haven't tried with sports. I have been using the website, though I would imagine it would work with the apps for other devices, too.
Comcast, please fix this. The recordings are clearly out there, it's a menu issue.
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mwbaird
New Poster
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2 Messages
5 years ago
Xfinity, fix this. We're not paying you hundreds of dollars a month for this kind of amismal service.
Fix it or I'm changing to DirectTV.
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mwbaird
New Poster
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2 Messages
5 years ago
Talked with Xfinity support (after wasting an hour in chat with "Meralyn," who had no idea what she was doing and, basically, ended the chat after having run me through an hour's worth of useless technical tasks): this is a widespread national issue.
Call xfinity and get on the issue ticket (SI040522331). You may, at least, get some credit to your account (that's what was promised to me).
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emjay3
Frequent Visitor
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6 Messages
5 years ago
My recordings showed up this morning on the laptop and on the phone.
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jsub
Contributor
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17 Messages
5 years ago
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jsub
Contributor
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17 Messages
5 years ago
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jsub
Contributor
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17 Messages
5 years ago
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Dennis25
Contributor
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39 Messages
5 years ago
While I'm glad to see that it's started working again for some people, the issue is NOT solved for me. The website is still showing "Unable to Retrieve Recordings," and the iPhone app says no recordings found.
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