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Visitor

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3 Messages

Tue, Sep 21, 2021 4:23 AM

Streaming app bug

Really annoying bug. I don’t know how this occurs, but sometimes when you play back a show recorded on your DVR, but played back through the streaming app, you can end up with video and no sound, or sound and no video. It seems to be related to having started playback from the DVR, and then trying to watch the same show at a later time through the streaming app. It’s a repeatable bug, it has happened to me a number of times. once this occurs, you just can’t watch that program through the streaming app, only on your DVR.

Are you guys ever going to fix that? And yes my app is updated. 

Responses

Official Employee

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168 Messages

24 d ago

Thank you for taking the time to reach out about this. I'm so sorry you've been having these DVR issues with the app. Have you noticed any kind of pattern at all? Like it happens on certain shows or networks. When did this first start happening to you?

Visitor

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3 Messages

@XfinityAntoine It has now happened 3 times on a DVR recorded episode of Animal Kingdom, including 9/27 on the latest season, episode 12. 

Official Employee

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325 Messages

Good morning @user_54e0e4 and thank you for confirming that information for us, we really appreciate it. Have you attempted to restart your DVR box? Can you also please confirm that all cable connections are tight? Is it happening on one particular program or a variety of programs? 

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Visitor

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2 Messages

I have noticed this as well. I cannot resume or restart watching a tv show recording. The watch button displays resume/restart to fast to press either one. Then I cannot play the recording. 

Visitor

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2 Messages

This happens when I am replaying any tv show I have recorded. It started with iOS 15 I think. 

Official Employee

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87 Messages

Thank you for sharing those details, @user_9bedf8. Sorry for the experience you're having. Can you confirm whether there are any issues with the recording from the DVR? 

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Visitor

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2 Messages

18 d ago

I have had this happen several times. Usually I lose sound while watching my recording of The Rachael Maddow show on MSNBC. I’m afraid I can’t provide dates. Tonight, I’m just minutes away from the end of La Brea from NBC and the video has frozen while the sound keeps going. I have not, on any of these occasions, started watching any of the episodes on my DVR. I have only started playback on the app, and the error has always started after I’m at least halfway into the hour long show.

Official Employee

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212 Messages

Hi there, @PlayItGrand, thank you for posting your comment and letting us know your experience! A few colleagues have started watching La Brea, I haven't had the chance to get into it yet, how are you liking it?

 

Have you gone through any troubleshooting with the app itself? Have you restarted your devices, deleted and reinstalled the app? If you have not done any troubleshooting yet, please give these suggestions a try and let me know if there are any chances.

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.
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New Poster

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3 Messages

8 d ago

This happens to me too - only when using the streaming app. Usually I have sound only and the video feed is frozen, and it happens in the last 30 minutes of an hour or longer broadcast.

Visitor

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3 Messages

8 d ago

I have done all the usual things for debugging. Restarted the DVR, restarted the app. It just happens randomly. I wish you would fix this. 

Official Employee

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305 Messages

I definitely understand how frustrating this issue is, @user_54e0e4. I also really appreciate you having already tried to restart the app and DVR, as troubleshooting steps! 

 

I see that @user_9bedf8 mentioned that their issue seemed to coincide with the iOS upgrade that happened recently; are you also using an iOS device? If so, what version of the OS? 

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.
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New Poster

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3 Messages

6 d ago

My workaround for now is to download a few recorded shows to my mobile device, watch them and then remove them to free up space. There is no issue with replay doing it this way.

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