Contributor
•
39 Messages
Stream App - "Unable to Retrieve Recordings"
Today on my pc (currently on home network), XfinityStream doesn't list *any* of my DVR recordings (all of which were originally set using the home box --which still works fine).
Within a few seconds after clicking "Recordings," I get the message "Unable to Retrieve Recordings," and indeed no recordings are listed. In smaller font below that it says, "There was a problem retrieving your recordings. Please try again. Apologies for any inconvenience." Below that is a "Try Again" button, which *immediately* produces the same messages.
Been trying every so often for four hours, always with the same result. Never had a problem like this before in years of using the app (I've had occasional issues for *individual recordings*, not "everything."). Fyi, live streaming still works.
When I try on my iPhone instead, it simply says I have no recordings, and invites me to record something. So something is definitely wrong. Have tried both Chrome and Firefox on the pc, same result.
I've tried syncing and rebooting the home DVR, and that didn't change anything.
Any suggestions? Specifically, ones that WON'T cause me to lose any recordings currently on my home box (I have a pretty high-capacity one). This is particularly bad timing, because I will be traveling soon and planned to record a good deal to watch on the app.
Thanks.
jsub
Contributor
•
17 Messages
5 years ago
0
0
krconnor
New Poster
•
2 Messages
5 years ago
I also have been having this problem for about a week. Some of the workarounds did work but gradually one by one stopped working, e.g. 'Recent Recordings' don't appear under For You anymore - selecting a show under "Scheduled" works only as long as you stay connected to it - if you get kicked out for some reason you've lost it. Obviously this is a software issue which needs a fix in an update, but the question is how long do I keep paying the premium fee xfinity charges while not receiving services.
0
0
ldb2387
New Poster
•
1 Message
5 years ago
I just now have the same "unable to retrieve recordings" issue. It worked for me yesterday.
0
0
sgtjdc
Contributor
•
59 Messages
5 years ago
I logged out and log back in in my Fire tablet. I still get the same message "Unable to Retrieve Recordings" There was a problem retrieving your recordings. Please try Again Apologies..
0
0
Rustyben
Expert
•
24.6K Messages
5 years ago
have you tried a smart phone, roku, desk/laptop to see if the recordings show up there? are you an X1 customer?
0
0
user_KCC221
New Poster
•
3 Messages
5 years ago
I'm having the same problem where none of my recordings are showing up on the Xfinity Stream app on my iPhone or iPad. Last recordings appearing on the mobile devises are dated 1/26. Even then, the recordings on or prior to 1/26 indicate "This program has been downloaded on another devise" or "On Unnamed device".
There is no update on the iOS version of the Stream app as of 2/3.
0
0
jsub
Contributor
•
17 Messages
5 years ago
I am also seeing it again, on desktop web browser and also android app on phone.
I agree these are service/cloud issues (software engr).
0
0
SCar01
New Poster
•
4 Messages
5 years ago
I thought this was fixed on 1/31, but the problem came back today (2/3). "Unable to Retrieve Recording" on all my streaming devices. Seems like a bug in the cloud service code, but then, I'm retired ee, so I usually blame the software first (-;
0
0
Dennis25
Contributor
•
39 Messages
5 years ago
I sure wish Comcast would post an acknowledgement that this problem exists for some (all?) customers that should have recordings available on the stream website/app, and that they are working on a fix...
0
krconnor
New Poster
•
2 Messages
5 years ago
I finally called xfinity yesterday, after over a week of not being able to access my recordings. I have a ticket number and I was told to give them 24-48 hours...not sure if thats just to get back to me or to actually fix the problem.
I was told however that they do know about this problem, that it's a server side problem and they're working on a fix.
We'll see if I hear from them or how long it will take until it's actually fixed!
I would say though that everyone should call and report it. Don't let them go down the rabbit hole of "let's look at your device..." Let them know that you know it's on their side and that you want to know they are fixing it.
I was also told that I would get refunded for services missed. Of course, it will begin yesterday instead of last week, my bad for waiting to call - so call asap.
0
sgtjdc
Contributor
•
59 Messages
5 years ago
As of this morning Feb. 4, 2020 I see that has been fixed. I tried in the the Fire Tablet and in the computer.
0
0
SCar01
New Poster
•
4 Messages
5 years ago
Talked to local tech this AM. Comcast rolled-out new web app which works without Flash player. He assumed they also fixed the recording problem across all apps. He is correct! "Retrieve Recordings" problem solved for me, hopefully for everyone. Flash update created a new audio bug with the Edge browser, so I switched to Chrome... 2 steps forward, 1 step back. Programming is hard.
0
dohlink
New Poster
•
2 Messages
5 years ago
I had the same problem for a week. Reviews of the iOS app shows people have been complaining since the first week of January. I spent 3 hours on the phone with tech support Sunday, they told me to uninstall and reinstall which made all the recordings disappear on all devices but the TV DVR. They scheduled a visit from a tech for Monday. He knew nothing about smart phones. He called his supervisor who finally understood what I was saying. He did research and called me back to say he was still working on it but that the app is something that Comcast doesn't create and can't fix. He would expedite getting something done. support who wastes their and my time trying to fix something they can't. I told him to tell that to tech I called billing to try to get a reduction in my bill because of lacking mobile access. She said it's not their app, someone else makes it, and it's free. I told her that Xfinity advertises that they provide a mobilility service. I pay for it. I am deaf and can't hear the TV well. I depend on using the app on a device with bluetooth hearing aids to hear it well. I also said that they pay a contractor to make the app and should be responsible for the contractor's actions. The app is a free tool to access their service they promote. I was shocked today when I turned on the app and found that it worked. My recordings are back. This has been a fiasco.
0
SheilaSw
New Poster
•
1 Message
5 years ago
0
0
Rustyben
Expert
•
24.6K Messages
5 years ago
go to xfinity.com and sign in. go to accounts, then users. create a new user. use that usernname and password to sign into the smart device. now do you see the recordings?
0
0