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user_1nlxcd
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Thursday, April 16th, 2026 5:58 AM

Stream gives error message when I try to download recordings to my phone

When using Stream to download recordings to my phone, sometimes it works. At other times, it stops saying it has encountered an error and to try again later. When I try again, it stops earlier in the process and gives the same message. This has happened three times on different episodes of the same program on two different days. Two other programs downloaded correctly. A third did not even attempt to download; it just said it could not be downloaded. I have closed the app and restarted my iPhone twice. How do I get the download function to work properly?

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14 days ago

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XfinityEricB

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19 days ago

 

user_1nlxcd Thanks for reaching out about your concern with downloading your recordings. To confirm is the device you are downloading to have enough memory available on it to hold all the recordings at one time when you download? It will take up space on the device until you either delete or return it to the DVR after checking them out from the DVR. For the one that could not be downloaded, do you know if it was already checked out from the DVR for another device in the home? Just wanted to make sure that one wasn't something simple. Once a recording is downloaded to a device, it is "checked-out" and cannot be viewed on other devices until it is returned.

 

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user_1nlxcd

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My phone has lots of available memory and I did not have any other recordings downloaded at the time. Most other recordings have downloaded, before and after, without a problem. Two one-hour recordings are involved this time; last week it was a single episode of the same show. Last week, one episode downloaded and the other did not. This is a normal CBS show that was recorded when aired on my DVR, not in the cloud, not from On Demand. The recordings are not checked out to another device. I had not watched them previously. At the same time, one 90 minute PBS recording said it could not download without even attempting to prepare the files, but other PBS programs downloaded fine immediately after the one that failed.   

I took the phone to an Xfinity Mobile store on Thursday. They suggested that I uninstall the app and reinstall it. That made no difference. One show downloads 90%, then stops; the other download barely begins before the error message appears. When that did not work, they said to call and try to speak to a technical support person, but I have not had time to fight my way through the automated voice assistant yet. I hope you can help.

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19 days ago

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XfinityEricB

Official Employee

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3.3K Messages

 

user_1nlxcd We would be happy to take a look at the DVR to see if there is something there that may be causing the problem. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person".

Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "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 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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19 days ago

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user_1nlxcd

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Advanced Tech Support called me directly and, when none of their recommended steps worked, they sent a technician. Shortly before he arrived, the problem resolved itself, so he did not address that specific issue. However, he found multiple issues with my service, including damage to the box at the street which impaired the signal, an obsolete amplifier, and a short in the line leading to the DVR, all of which he did address. In the process, he moved the DVR to a different location. I am treating this issue as resolved for now. Thanks.

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14 days ago

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XfinityJoe

Official Employee

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1.3K Messages

Thank you for entrusting us to help. Please do not hesitate to reach out to us here if we can assist with anything in the future. Have an amazing day! @user_1nlxcd

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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14 days ago

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