All scheduled recordings suddenly gone

[GeorgeX1]

As of this evening, ALL of our scheduled recordings, both series and singles, are gone.  The DVR had them last night as we checked for our weekend recordings before we turned off the TV for the night.  This evening, Friday, September 9th, the entire scheduled section is blank on the DVR, the XFinity phone app, iPad app, and web site (https://www.xfinity.com/stream/).

What would cause this and can it be undone or do we need to go through and re-schedule every single recording we set up over the past few years?

[mycatsrcool]

Exact same thing has happened with my dvr too.

[GeorgeX1 · Accepted solution]

The Comcast rep had us unplug for 30 seconds, then start back up.  Still nothing scheduled to record, BUT series recordings showed back up.

At that point, my wife went into one of the recordings already on the DVR, pulled up the series recording info and just clicked "confirm" without changing anything.  All of a sudden everything showed back up again.

"Yay it's back" but also "HELOOOOOOOOOO Comcast????  How did this happen and was it indicative of the DVR actually not scheduling any recordings or was it simply a UI issue where the data wasn't showing correctly?"

Do I need to come show you how a proper QA department should test software?

[mycatsrcool]

Didn’t work for me. I see saved episodes but nothing is scheduled.

[mycatsrcool]

I tried it again and all my scheduled shows are back. Thanks for the tip!

[mmorrismm64]

Same here. All scheduled recordings gone. Will not accept new recordings. Hopefully they can restore it.

[livid610]

Same thing happened to me tonight.  I tried the fix customer’s wife did and all scheduled shows came back.  

[Rensel]

I didn't unplug power.
I did restart > Settings > Help > Restart.
I tried saving a series recording and didn't work, then I picked a different series recording and saved it and it worked.

Thanks so much for your info!

[anvildr]

Same problem! Can this be fixed from the iPad or iPhone Xfinity App?? Please!

[madrose42]

Just solved this. Found a future program in the guide that we normally record. Selected to record the series and ALL scheduled recordings & priority schedule reappeared!! 

[sendtorich]

i had the same issue this morning and spent >1 hour with Tier 1 and Tier 2 support - no resolution. Also feel as though I have tried MOST of the remedies that I am seeing here but nothing was subsequently restored.

[mmorrismm64]

Well. I unplugged for a couple hours this morning. And it finally came back. Not sure but I also selected sync DVR. Not sure what caused it.

[sendtorich]

thanks. i was going to try sync dvr next. maybe before i leave the house or before i go to bed because they said it could take a few hours.

[acadei]

just wanted to add my voice to the chorus...same issue here, no luck syncing dvr or redoing an old series recording or anything with support

[Rustyben]

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@acadei wrote:

just wanted to add my voice to the chorus...same issue here, no luck syncing dvr or redoing an old series recording or anything with support

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on your DVR set top box voice command "device settings". scroll to bottom "sync DVR" and do that now. working?

[sendtorich]

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on your DVR set top box voice command "device settings". scroll to bottom "sync DVR" and do that now. working?

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yeah I am pretty sure they're saying that doing this did not remedy the issue and the scheduled recordings are still missing  -

[acadei]

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@sendtorich wrote:

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on your DVR set top box voice command "device settings". scroll to bottom "sync DVR" and do that now. working?

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yeah I am pretty sure they're saying that doing this did not remedy the issue and the scheduled recordings are still missing  -

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Correct, sync dvr did not work, and re-setting a previous series recording did not work (ive also done a system refresh and tried unplugging the box)

edit: seeing as they all went poof from everything, including the app on my phone, it would seem to be a cloud based issue and hopefully there is some sort of backup that can be restored

[Zzzzzane]

Same issue for me.

[sendtorich]

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@acadei wrote:

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@sendtorich wrote:

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on your DVR set top box voice command "device settings". scroll to bottom "sync DVR" and do that now. working?

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yeah I am pretty sure they're saying that doing this did not remedy the issue and the scheduled recordings are still missing  -

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Correct, sync dvr did not work, and re-setting a previous series recording did not work (ive also done a system refresh and tried unplugging the box)

edit: seeing as they all went poof from everything, including the app on my phone, it would seem to be a cloud based issue and hopefully there is some sort of backup that can be restored

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did the SYNC - which took like one second not several hours as the telephone rep suggested it would - on BOTH DVRs, along with every other remedy suggested in this thread and have experienced no improvement. all DVRs as well as online account were impacted by the issue.

so far I have been manually adding back series and single recordings to the best of my recollection. however, my memory is not what it used to be and I generally rely on the DVR to take the guesswork out of it. paying (bad word) near $300 a month, you would think someone could fix this.

[acadei]

was gone all day and just came back home and everythings fixed for me, all my scheduled recordings and series are back

edit: and i just realized, fwiw, based on recordings that did and didnt happen, the schedule came back sometime between 1 and 5 pm pacific time today

[Comcast_Support]

Good morning everyone. We understand your frustrations in dealing with this issue. We will see what we can do to help. For those of you that have done the refresh and are still experiencing the problem, please comment below so we can work on sorting things out. Thank you. 

[griam01]

I noticed the same issue when I came home today. I realized my recordings that were scheduled for yesterday did not record. I just added a series recording for a show I usually record and when I went back into scheduled recordings they were all there again.

[Comcast_Support]

Hi @griam01, thank you for letting us know this has been resolved for you. If you need assistance in the future, feel free to contact us.  

[prof7]

Same issue. Days of recordings missing, and no future scheduled programs.

1 series was added, and all scheduled recordings re-appeared.

Lame.

[DCJ24]

I had the same experience, as well as 3 other people in 3 different towns all around me.  Obviously, the problem occurred with an overnight update on Friday the 6th of September.  My schedule recordings were all gone and 2/3 of my series priority list was also gone.  I am now in the process of re-entering everything that was lost.  Fortunately, the few recorded shows that I had already recorded were not lost.  I called 3 sperate times to speak with Comcast and, of course, spoke with 3 different people, none of which seemed to be aware of a problem having occurred.  I thought, okay maybe it was just me, until speaking to the other 3 peoe who had the same thing happen and now reading all the entries here.  Now it just seems like Comcast is trying to cover up an error on their part, or they are totally inept.  I have always been satisfied with Comcast Customer Service until now.  

[cubuff95]

Can you tell me where you are located. I'm in suburb of Chicago and just wondering if this is an Illinois or Chicago issue?

[griam01]

I’m in WV and it happened to me.

[Rjc3]

Still having the same problem. Have tried restart, system refresh, unplug for 60 secs, and dvr sync (adding recordings back after each) and others still aren't coming back. Also when adding back from saved programs, only works to record from series info. If we try from Record Options, the recording doesn't confirm and doesn't get set.

[Rjc3]

We're in DC

[Jgraff]

Same thing happened to me tonight. I’m in Texas. ALL scheduled recordings gone. Tried unplug restart, system refresh through X1 settings and did “sync dvr” numerous times. No luck. Started manually adding recordings back to see if that did the trick and nope. Now I can’t remember everything I had scheduled! Beyond frustrating. Maybe it’s the push I needed to finally give them the boot.

[Karen4760]

Same problem here in Kentucky. All recordings went poof and nothing is showing. Called customer support and they were “totally unaware” that there was any issue?! Really? There is an online Xfinity forum where many people are reporting the issue and the customer support personnel are not aware of a multi-state issue? They also had no suggestions other than bite the bullet and start scheduling all of your recordings again. I tried the sync dvr and it didn’t resolve the issue. Completely disgusted with the lack of information and support for a service that I pay a large amount of money for each month.

[DCJ24]

CT

[DCJ24]

My problem was never resolved after 3 calls to Comcast Customer Service.  All I got was an "we were not aware of the problem.  As you can tell from this forum the problem is country wide.  I would hope that Comcast would stop trying to cover it up and resolve the reason why this happened.  It is beyond frustration, time-consuming and unacceptable when you consider how much money we pay for this service each month.

[Karen4760]

Okay Comcast_Support Official Employee Digital Care....so far in this thread I’m seeing Texas, Illinois, Connecticut, Kentucky, DC reporting issues. Is there any further updates and/or any potential steps to resolution?

If you are having this issue please report your location and perhaps they’ll eventually take notice of this obvious national issue.

[sendtorich]

Maryland

[Lynni3333]

Totally agree. Wouldn’t be so bad if this wasn’t one of my higher bills. With such competition out there you think they would want this fixed. Also they should fix the fact that you can’t set dvr recordings from the app anymore (due to a lawsuit they said). It has been many moons since this happened. Ample enough Time to figure something out. 

I have had a refresh signal sent and restarted all dvr boxes all to no avail. 

[BAUKOR]

We're in DC.  Restarting the boxes didn't help but just going to a series already recorded, clicking on one episode and going to Record Options and then confirming "All Episodes" restored everything.

[BAUKOR]

Forgot to say THANK YOU to those who suggested the Fix!

[SVicini]

Just lost ours.
In California

[sassylynn]

ty ...it worked after i went in and tried to remember them all and set them....it was so frustrating that they were all gone.....thanks

[lesmikesell]

Mine aren't all gone - in Illinois - but I had something quirky happen yesterday and missed one recording.   The guide did not show any of the red dots for scheduled recordings including the one that we noticed was missed.    When we tried to set a recording again an error message popped up about not being able to record 'internet' content, even though it was on a local broadcast channel.   We tried again on a different series with a similar message, but hitting the button a 2nd time suddenly worked, and then all of the old recording schedule was back with the red dots in the guide showing again.   It didn't bring back the recording that was already missed, though.

I followed this up with troubleshooting through my online account and did a 'system refresh' just because that sometimes clears up things that are wrong and everything seems normal again.

[DCJ24]

I agree with everything Lynn3333 said, especially about being able to schedule remotely.  I periodically go to Florida and cannot schedule or change any recordings while away from my DVR.  Few years ago when we had that capability this problem would have only been a minor glitch but now it is potentially a mjor problem if I am in Florida and become awar that I forgot to reset some program.  No way to resolve the problem.

[lsmith736]

My recorder says 8% full...not recording series and deleted movie recordad serie this year

[Queenbalch]

This just happened to me, the “recording” and “scheduled” options under the three lines, under “myself” is suddenly gone.i reinstalled the app twice and deleted under settings and version. Did anyone find a solution? Comcast overseas chat person was no help!

[Rustyben]

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@Queenbalch wrote:
This just happened to me, the “recording” and “scheduled” options under the three lines, under “myself” is suddenly gone.i reinstalled the app twice and deleted under settings and version. Did anyone find a solution? Comcast overseas chat person was no help!

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recently moved your service?