Unable to Retrieve Recordings There was a problem retrieving your recordings. Please try again. Apologies for any inconvenience.

@user_4c21d8​ All browsers and all devices. 2 separate accounts in 2 different States with the same issue. Something is going on with your system at my location. Obviously it's not my account because I've attempted to acces a different account with the same result.

Thank you for taking the time to reach out to us here in the Digital Care team. You have reached the Xfinity experts who can certainly assist you with retrieving your recordings. Does this issue only occur on the laptop or have you come across this problem with other devices as well?

All devices. Multiple browsers. Two separate accounts! Level 3 tech support said they found the problem this morning. Had to eventually leave. Came back tonight and same problem. Deleted a bunch of recordings from the Box directly, restarted the system. Same problem. Something is seriously wrong. Finally I tried my phone with wifi OFF. On mobile data same problem. Was finally told other people having the same issue. I wonder if this is systemwide or a local issue. Going to try using a VPN. 

Here's what I see every time. 

And yet if a show is currently recording or has recently been partially watched it shows up in a thumbnail and can be watched. But the full list cannot be accessed. Going on day 3 with apparently some unsuccessful attempts to remedy. This is an important part of our service. 

@Jimdish07​ 

Same issue here.  At 1st it was both recording and scheduled recordings.  Now it's just recordings.  

Hi, @Jimdish07, we definitely want to get this issue resolved for you as quickly as possible. It looks like we have sent you a private message about 9 hours ago, are you able to see that message? If so, we would like to continue working towards a resolution with you in that chat.

Both the mobile and /stream app are working fine for me now.

They must not have updated the software for the equipment models you have...  

@Jimdish07 I'm glad to hear things have cleared up on your end. I appreciate your patience as we worked to get this resolved. I see others are posting they have seen improvement which is great. If you run into trouble again, you can follow up here or create your own post as well. Have a great day! 

@mikehday​ Mike I can also access my recordings but a freezing issue still happens during playback. Seems odd considering I have a strong connection and this did not happen until recently. Hopefully it clears up or is improved in the near future. Glad we both can use this service again. 

@user_0751d5​ 

I used to be able to see all or at least most of my recordings on my iPhone.  It doesn’t help when you count on these recordings but can’t see them.  What good is Xfinity stream.  It only shows maybe 9 out of my 50 recordings.   I don’t  get it.  Been several months on this. I travel and watched streaming all the time.  Now it not worth the time.  Sad .  

@Beam6690 Are you downloading your recordings? Using the Xfinity Stream app, browse your list of completed recordings on the Recordings tab. Select the Download option when looking at the Episode Detail. All downloaded recordings will be shown on the Downloads tab.

@Jimdish07 We appreciate the update. We will keep the conversation in direct message open as well in case you have any other account specific questions before you can check again or feel free to post any updates regarding this issue here as well. 

@Jimdish07 Glad to hear that this is now working for you and that you are able to retrieve your recordings. 

Can you tell us a little more about the connection? Picture is freezing up when using the app or the internet connectivity is crashing?  (On all devices, WiFi vs. ethernet, any troubleshooting performed) 

It is now crashing my browser on Live TV Playback as posted in this thread causing the laptop to restart. My modem is on the same floor about 30 feet from a USB WiFi 6 adapter. Let's be clear. No other media app has this behavior. There is no indication of hardware or software issues on this or any computer or device in my household. There are only 2 of us here and the frequencies are not overused or jammed. The signal is strong I have Gigabyte internet on your latest modem.

@XfinityEva​ When it does this Chrome no longer responds. If I don't close the browser it crashes the browser then restarts my laptop. Very frustrating.

Thank you for those screenshots @Jimdish07! Could you please send us a direct message with your laptop model and what version of its software you are currently using in our open direct message thread?

And here we go again.  They must be doing maintenance again.  The whole stream website doesn't work now!!

And it's working again.  I suppose they finished maintenance.

Thanks for the additional information and providing us with your error code. Can you meet us back in the direct message, so we can gather some specific information about your devices to help.  

@Joyce2468 Hello! Thank you for reaching out to us here on our Community Forum. Can you please send us a Direct Message with your full name and address? We can certainly investigate this further. Here are instructions on how to send us a DM in case you need them:

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

We look forward to hearing from you.

@Jimdish07 Our team can help you with your Xfinity Stream app issues today. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

I will do this when I have time on Monday. This is obviously a long running issue and continues to occur on 2 separate laptops running Windows both on my home network. I get about 5 minutes then freeze then crashes browser or restarts laptop altogether. Bad stuff.

I know it is frustrating to keep running into issues with your recordings like this, but we are committed to getting this working for you @Jimdish07. Our team is available to you everyday from 6 AM - 12 M ET, so just get back to us when you have time and we'll pick up where we left off!