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user_5cd870
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5 Messages

Friday, September 15th, 2023 2:58 AM

Recordings from X1 DVR not showing on stream app or website

I see lots of similar issues posted but no definitive solution. We have a bunch of recordings on our X1 DVR, but only a small number are on the Stream App. The ones from the stream app are from one show, and not the latest recordings. It’s like it stopped syncing. 

I have checked on multiple devices, iPhone, iPad, Fire TV, and stream website, and they all are missing the recordings. 

what can we do to get the recordings synced to the stream app?

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Updated 

50 minutes ago

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XfinityKatie

Official Employee

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363 Messages

6 days ago

Hello! @user_5cd870 Thank you for reaching out to us and letting us know about the issues you are running into with your recordings. The recordings available via the Stream app are only the ones that are stored in the cloud. If your cloud storage is already full, then any new recordings would only be stored on your DVR boxe itself via the hard drive and not the cloud. Additionally, there is not a way to transfer recordings from the X1 DVR to the X1 Cloud DVR (or from the X1 Cloud DVR to their X1 DVR). So, the only way to ensure that the recordings are showing on both the box and your app is to ensure you have enough storage space within the cloud for the recording to show via the Xfinity Stream app.

 

Have you checked to see if your storage is showing as full? To see your current storage %, press the xfinity button on your remote, then click Saved > Recordings. From here, you will see the storage meter to show how much space you have left for your Cloud DVR storage.

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user_5cd870

5 Messages

@XfinityKatie​ thank you for responding. According to Saved > Recordings our cloud storage is only 18% full so I don’t think that’s the issue. 

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6 days ago

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XfinityKatie

Official Employee

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363 Messages

@user_5cd870 I appreciate you checking that and getting back to me! While it is more rare, it’s also possible that an issue occurred in the cloud that affected the cloud copy of the recording, but not the local copy. I know you mentioned that it seems only one show is available on the app. Are all of your most recent recordings only on your DVR box, or are there some in between that are on both? If you were to set up something new to record right now on your box, does that recording then show up in the stream app? Additionally, are you able to set up any recordings on the Xfinity Stream app itself and does it process for you? 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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5 days ago

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user_5cd870

5 Messages

@XfinityKatie It's like the Cloud has decided it's only going to give us this one TV show. We have recorded ~7 different series, but only this one is on the Cloud. That one show, it does have the most recent episodes. But there are other shows that were recorded more recently that aren't on the Stream app. 

No, when I set something new to record right now on the Box, it does not show up in the Stream app. 

I did test a recording on the Stream App and that seems to work okay. It's recording now. 

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4 days ago

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XfinityChristy

Official Employee

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539 Messages

Thank you for troubleshooting this with us. Are you able to access the recording that you set on the stream app on via your X1 cable box? 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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4 days ago

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user_5cd870

5 Messages

@XfinityChristy​ the item I set to record on the stream website does indeed show on the DVR X1 cable box recordings list. 

(edited)

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4 days ago

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