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user_4c21d8
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31 Messages

Thursday, August 31st, 2023 9:27 PM

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Unable to Retrieve Recordings

Both on the web and on mobile, I get this error when I try to go my recordings:

Unable to Retrieve Recordings

There was a problem retrieving your recordings. Please try again. Apologies for any inconvenience.

Started the afternoon of 8/30/2023. I have recordings that are going to expire in a few days so very frustrated.

Edit: I am also unable to use On Demand. On mobile I get an error if I try to get info about any show. On the web I don't get an error, but I only see information about upcoming episodes, not those available on demand.

Question

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Updated 

1 year ago

 • Edited

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user_4c21d8

31 Messages

1 year ago

I called support today. Instead of fixing the streaming problem, somehow your support guys messed up my internet - possibly doing a factory reset on the gateway without asking! Which doesn't work if one's setup was using non-factory settings ... and I don't know what that has to do with streaming recordings elsewhere. Before I knew, they scheduled a technician claiming that they couldn't get a signal. Well, now I know why they couldn't get a signal, and it has nothing to do with my original problem! So one small problem was turned into a giant problem.

(edited)

3

0

XfinityRaul

Official Employee

 • 

1.6K Messages

Hello, @user_4c21d8. I'm sorry to hear you're still having issues even after troubleshooting your connection. I'd be more than happy to review your account to see what I can do to help fix this problem.

 

In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

1 year ago

0

user_4c21d8

31 Messages

I discovered something a bit interesting today. Yesterday I tried playing one of my recordings on the DVR as a test, and then today I discovered that recording was now showing up in "For You" on the website. When I clicked on it, it played the recording! That tells me that whatever problem is causing this, it can't be something that would prevent access to the recording itself, but just preventing the "list" of recordings from being retrieved. Unfortunately, the recent recordings on "For You" seems to have gotten erased when the problem started, so it's not very useful now as a workaround, just interesting. It sounds a lot like whatever happened in this thread: https://forums.xfinity.com/conversations/xfinity-stream-app/stream-app-unable-to-retrieve-recordings/602dadf8c5375f08cdd9c181?commentId=602dae02c5375f08cddb6ca5&page=1

(edited)

1 year ago

mikehday

Visitor

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12 Messages

@user_4c21d8​ Thanks for the tip!!!   I can go to my TV, start the recorded program, and then continue it on my computer in my garage with my cigar!  

1 year ago

0

mikehday

Visitor

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12 Messages

1 year ago

Same issue for me.  It started yesterday.  After calling support an hour or so later at least scheduled recordings were available.  Not it's just recordings.

Unable to Retrieve Recordings

There was a problem retrieving your recordings. Please try again. Apologies for any inconvenience.

0

mikehday

Visitor

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12 Messages

1 year ago

For me, on my PC and Samsung phone, it started on 9/2/23.  I can get to both recordings and scheduled recordings on my TVs

At first, it was both recordings and scheduled recordings.  A couple of days later I was able to see the scheduled recordings.  Today, 9/4/23 it's just scheduled recordings.  (Edit, It's intermittent now.  Sometimes I see the recordings other times I get the same error Unable to Retrieve Recordings)

I called support a few times and really just wasted my time.  A couple of the 1st level techs could barely speak English.

The key issue they have is no access to https://www.xfinity.com/stream/.   Even when they transferred me to upper-level support!  They were not able to visualize my issue.

For support to be useful, they have to have access to the website to relay the issue accurately.  Due to our language issues, they had to ask me over and over again what the issue was.  I was never confident they could relay the issue to the proper support team.

I've been an Xfinity customer for 35 years.  

I found a post from about 4 years ago that states you can get to settings/clear device settings.  Once that option is selected it fixes the issue.  Although that option no longer exists or was moved somewhere else...  But of course, since support does not have access to the website they don't know where it is.

4

mikehday

Visitor

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12 Messages

And now it's both again not working  Unable to Retrieve Recordings and Unable to Retrieve Scheduled Recordings

If only support would look at these messages.  I do not like to have to call support and always get the run-around!

They won't even allow you to open a case!  What kind of support forces you to call, and connects you to people who don't understand you and will not follow up?

1 year ago

Superman1975

Frequent Visitor

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33 Messages

Clearly this is a widespread issue as I see many here having the same exact issue now.

It's still not fixed on my end! :(

1 year ago

user_ac2a6e

4 Messages

me too     exact same issue    no help from chat

1 year ago

user_019c21

4 Messages

@mikehday​ I am having the exact same problems and you have described the same response and problems I'm having with Support as well.  It's very frustrating.  I can watch the dvr recordings on the television but I get the "Unable to Retrieve Recordings

There was a problem retrieving your recordings. Please try again. Apologies for any inconvenience." message on the computer.  Support just tells me they are working on it but it's been about 3 weeks now. Other times, Support can't understand what I'm talking about because they seem unable to differentiate between the tv and the computer viewing.  

1 year ago

0

user_7f0a66

3 Messages

1 year ago

me too. and us to the list. very frustrating!!

0

user_4c21d8

31 Messages

1 year ago

Was promised I'd get an update yesterday; haven't heard anything. Hopefully after Labor Day engineers will look at this; all the people reporting this suggests that this is a serious issue.

5

XfinitySara

Official Employee

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1.3K Messages

@user_4c21d8 - Our apologies for missing that update the other day! I can see our Direct (private) Messages thread, and will continue there with you shortly. Thank you so much for letting us know the issue persists.

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

1 year ago

0

mikehday

Visitor

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12 Messages

Someone fixed it!  I can get to both recordings and scheduled recordings now...

1 year ago

0

user_019c21

4 Messages

@mikehday​ Can you please tell me how you got this issue fixed? I've called them 5 times to no avail.   Would really appreciate it! Thank you!

1 year ago

0

mikehday

Visitor

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12 Messages

Sorry, I have no idea.  Suddenly today both recordings and scheduled recordings were available on xfinity.com/stream/ on my PC

I can only assume they made a software update to the website or version of the modem/DVRs that I have.

(edited)

1 year ago

0

user_019c21

4 Messages

@mikehday​  It now works for me too! So very glad I came in here and read your posts.  All shows are back on the dvr recordings now. 

1 year ago

0

user_4c21d8

31 Messages

1 year ago

Incidentally, did anyone else who's currently having the issue also have an old DVR that Comcast emailed should be updated? Even though said email also assured that Stream would not be affected?

2

0

Superman1975

Frequent Visitor

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33 Messages

@user_4c21d8​ No not me I have been using the same 2 4K DVR boxes for a few years now.

And this issue just started for me in the last week or so.

This is the first time I have ever had this issue.

1 year ago

0

user_019c21

4 Messages

@user_4c21d8​  My dvr box is not old and I'm having these issues as well.

1 year ago

0

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