msuscorpio's profile
msuscorpio
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25 Messages

Mon, Oct 12, 2020 9:00 AM

Saved Recordings error on Stream Website

Since sometime last week everytime I go to the Saved  > Recordings page I get a message saying Sorry, we're having some trouble. We're working as quickly........Try Again.

 

Ive already tried resetting all my equipment and doing the refresh from my account page.  Ive seen other closed older posts on this but never saw any solution.  I can still get to that page on my android app and there are workarounds for the web page but I cant manage any recordings without that page. 

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Rustyben

Expert

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24K Messages

7 m ago


@msuscorpio wrote:

Since sometime last week everytime I go to the Saved  > Recordings page I get a message saying Sorry, we're having some trouble. We're working as quickly........Try Again.

 

Ive already tried resetting all my equipment and doing the refresh from my account page.  Ive seen other closed older posts on this but never saw any solution.  I can still get to that page on my android app and there are workarounds for the web page but I cant manage any recordings without that page. 


on what OS (windows/apple/android) and version (ex: windows 10) and what browser (ex: chrome) does this happen? do you have a VPN installed?

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msuscorpio

Contributor

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25 Messages

7 m ago

Windows 10 Ive tried Chrome and the new MS Edge. Mac Ive tried Chrome and Safari. Android app I can get to the recordings page.  Same with the iOS app.  No VPN on these machines. 

Rustyben

Expert

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24K Messages

7 m ago


@msuscorpio wrote:

Windows 10 Ive tried Chrome and the new MS Edge. Mac Ive tried Chrome and Safari. Android app I can get to the recordings page.  Same with the iOS app.  No VPN on these machines. 


use the Xfinity my account app and sign in. go to the internet tab. select the gateway/modem (is there more than one?) and compare the shown 'serial number' to the label on your gateway/modem. does it match the HFC MAC Address exactly?

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msuscorpio

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25 Messages

7 m ago

No, I own my own equipment. It's the only one listed. I have a Motorola MB8600 and gig speed

FSugino2

Frequent Visitor

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16 Messages

7 m ago

I have the same problem. Using macOS Big Sur (11.0 beta 20A5395g) and have tried with Chrome, Safari, and Edge (standard and beta for all three) and I get the same "Sorry, we're having some trouble" message and a Try Again button. Does anyone have a clue to what's going on? 

Rustyben

Expert

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24K Messages

7 m ago


@msuscorpio wrote:

No, I own my own equipment. It's the only one listed. I have a Motorola MB8600 and gig speed


did the 'serial number' match the one on the label for HFC MAC address on your owned modem?

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msuscorpio

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25 Messages

7 m ago

It matches

FSugino2

Frequent Visitor

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16 Messages

7 m ago

Mine matches, too.  Everything else works - I can see upcoming scheduled recordings, watch live programs... I just can't get to my recorded programs and it's driving me nuts.

Rustyben

Expert

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24K Messages

7 m ago

I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

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ComcastChe

Official Employee

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6.1K Messages

7 m ago

Hi @msuscorpio and @FSugino2

We appreciate you for using the Xfinity FOrums to make us aware of the issues you're having with your recordings on the Roku Stream Beta app. This isn't the experience we want for our customers. I want to assist you by reviewing your accounts and completing the necessary troubleshooting to resolve this issue. 

Please send me a private message with your full name, as it's listed on your billing statement. Click on my name ComcastChe, then click Send a message. 

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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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msuscorpio

Contributor

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25 Messages

7 m ago

This is not an issue with the roku streaming app.  This is an issue with all web browsers.  Chrome, Edge, and safri in my experience. all of my streaming apps wrk fine, Android, iOS and the beta Roku app. 

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