Community Forum

Live TV recording erased

CTHusky72
Contributor

Live TV recording erased

A recent (?) update has changed the behavior of the way Live TV recordings are handled. It used to be, when I first turned the TV on in the morning, there would be "pre-recording" on the channel the cable box was tuned to which would allow me to rewind Live TV as much as 60 minutes.  This is no longer the case.  Now, there is no pre-recording.  Also, it used to be that I could watch one of my DVR recordings or a show on Netflix and, when I came back, there would be up to 60 minutes of pre-recording on the channel that the cable box was tuned to. Now, all of the pre-recording is erased as soon as I switch to a recording or Netflix.  I have also experienced cases where I paused Live TV while I was busy with something else and, when I came back, the show was no longer paused and the pre-recording was erased. Why was this behavior changed? (BTW, the HDMI-CEC option is turned OFF).

 

Update - I tried pressing the "Power" button on the remote this morning while blocking the IR (so the TV wouldn't turn on) and, when I checked about a half-hour later, I saw that the recording started when I pressed the "Power" button so the TV doesn't need to be on (further supporting the theory that HDMI-CEC has nothing to do with it).

JulianR1
Regular Contributor

Re: Live TV recording erased

I believe what you are referring is buffered content. You are correct in the sense that HDMI-CEC is not the culprit. However, that so called pre recording that is there Can disappear if channel is changed or you switch to an app or power cycle the box. So I am not sure if this is really an issue, as it seems that you have possibly solved the issue you are having.
Depending upon the model, live tv can only be paused for a minimum of 10-25 minutes. Epsecially the Pace Xi3.

Please correct me if  I am wrong. From information given it is hard to determine that this is an issue. @CTHusky72 

I am not a Comcast Employee, I am just a customer volunteering my time to help other customers here in the Forums.
CTHusky72
Contributor

Re: Live TV recording erased

Thanks for your input...


However, we are not changing channels nor are we power-cycling the box and, while we do sometimes launch Netflix, that used to have no effect on the "buffered content", we are just trying to do the same things that we've been doing for YEARS and now the behavior is different so I still consider this to be an issue.

 

BTW, the box we have is an XG1v4, not a Pace.

JulianR1
Regular Contributor

Re: Live TV recording erased

Got it. I had this issue for a while as well and solved it by doing three hard/cold bots. literal cold boots where it was room temp, and then used the app and told it I wanted a full system refresh and then a restart.

I then had Xfinity send a provisioning signal for it and it seemed to have solved the issue right before the magic smoke genie decided to pay me a visit (basially, i let out the magic smoke). All jokes aside, try a couple of system refreshes if you havent already, generally speaking this will force download whatever the lastest firmware is and get you somewhat up to date.
Ill wait for your reply, stay safe and healthy
JulianR1.

I am not a Comcast Employee, I am just a customer volunteering my time to help other customers here in the Forums.
CTHusky72
Contributor

Re: Live TV recording erased

Yeah, I will try that when I get a chance.  However, I don't think the issue is with OLD firmware, I think that is has to do with NEW firmware.  The issue didn't start until my old box (also a XG1r4), which I had for nearly 2 years, died and a Comcast technician came out and replaced it.  After a week of trying to figure out what was wrong and speaking with at least 3 different support people on the phone that all thought that this new behavior was weird, I took that box to an Xfinity store and got another one.  Same behavior except that this box absolutely refused to pair with a remote so I took it back and got yet anothe box.  Same behavior.  Another Comcast technician came out (who also thought the behavior was bizzare!) and tried one of the older boxes (one with a clock - don't know which model).  Again.  Same behavior.

 

That's why I posted this in hopes that someone at Comcast could tell me what changed!

JulianR1
Regular Contributor

Re: Live TV recording erased

From the sound of it, its either something with the firmware or an issue at Xfinity HQ/the content ingestion thingy, i forget the fancy term for it. Have you tried reddit? r/Comcast and r/Comcast_Xfinity, alongside social media support?
Or DSL Reports? Id reccomend some of those to see if they can figure it out, I can also tag an employee here if that would work as well.

Edit 9/27/2020 0902 CST
You might want to have this escalated. I am not sure if thats easily doable as I have never had to escalate anything with xfinity other than issues with hotpsots.
Let me know how it goes I'll wait for your response.

I am not a Comcast Employee, I am just a customer volunteering my time to help other customers here in the Forums.
CTHusky72
Contributor

Re: Live TV recording erased

Yeah, that didn't do anything.

 

Here's my theory...

 

Somebody made a change to the software/firmware to address a different issue or to implement a new or different feature and, although their testing showed that whatever they tried to do worked, they didn't test that the change had any adverse effects anywhere else.  That's why none of the support personnel that I spoke with knew anything about this behavior and, while I'm sure that one of them has seen this thread, the employees that monitor this forum don't know anything about it because all they were told was about what the change that was made was supposed to do.  I'm sure that, if enough people complain about it, someone will eventually look into it.  As of this point in time, however, I seem to be the only one complaining (although I have checked with someone I know who also has Comcast and their behavior is the same as mine.  They never used the feature though so it doesn't bother them).  It's unfortunate because I found the former behavior to be very useful and, although I do have work-arounds for the new behavior, <Edited for guideline violation: language filter bypass>! 

Rustyben
Expert

Re: Live TV recording erased

language filter bypass, left PH



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CTHusky72
Contributor

Re: Live TV recording erased

Where did my post go and why was it removed? There was no inappropriate language in it.

Rustyben
Expert

Re: Live TV recording erased


@CTHusky72 wrote:

Where did my post go and why was it removed? There was no inappropriate language in it.


the very last sentence with ..royal pain... it will be edited and returned by an employee. the board tries to keep you from using non-family friendly words.



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CTHusky72
Contributor

Re: Live TV recording erased

Update 10/1/20 - Tried something different a few days ago and turned my TV on in the morning without using the Xfinity remote and was surprised to see that the screensaver was up and there was no sound. Pressing any button on the remote dismisses the screensaver and the Live TV starts playing with no buffered content.  I have had occasion in the last few days to have the TV off for most of the day and noticed that, when I turned it on later, again there was no buffered content so yesterday I tried turning it on at night without the remote and again, it was on the screensaver just like in the morning. Today, I got lucky. I turned the TV on and saw the message in the first photo and, within a few minutes, the box went to screensaver. Pressing a remote button returned to live TV with no buffered content. It had been about 4 hours since I turned the TV off. Checking my Power Preferences showed that when Power Saver was on, the box would, indeed, go to sleep in 4 hours.  However, as can be seen in the second photo, my Power Saver is "OFF" so it would seem that my Power Preferences are being ignored!  The question is WHY!  So, that would seem to explain some of my issues.

 

Also, @Rustyben, when will my post be restored. It's been four days!  How long does it take to remove 3 characters?

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Rustyben
Expert

Re: Live TV recording erased

only an official employee can edit and return posts. set the screen saver to max time.



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CTHusky72
Contributor

Re: Live TV recording erased

Sorry, I thought that since you got it deleted, you could get it restored.

 

Also, it's not the screensaver (which should only come on if the system is not actively playing content, ex. paused, Guide on screen, dialog box on screen, etc.) that's causing the buffered content to be erased, it's the fact that the system is going into power-saver mode despite my preference that it doesn't. After I posted, I did a search of the forums and a lot of people started complaining about this problem starting around March.  That's probably about the same time they implemented HDMI-CEC.  As I speculated in my since-deleted post, the most likely culprit is a software change with insufficient testing.

Rustyben
Expert

Re: Live TV recording erased


@CTHusky72 wrote:

Sorry, I thought that since you got it deleted, you could get it restored.

 

Also, it's not the screensaver (which should only come on if the system is not actively playing content, ex. paused, Guide on screen, dialog box on screen, etc.) that's causing the buffered content to be erased, it's the fact that the system is going into power-saver mode despite my preference that it doesn't. After I posted, I did a search of the forums and a lot of people started complaining about this problem starting around March.  That's probably about the same time they implemented HDMI-CEC.  As I speculated in my since-deleted post, the most likely culprit is a software change with insufficient testing.


to test that turn off CEC in the set top box menu. It sounds possible that some other device (TV?) might be putting the set top box into powersave mode.



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CTHusky72
Contributor

Re: Live TV recording erased

CEC _is_ off (see photo above).

 

Power Saver is set to "Off" on my other sets and, in fact, they properly NEVER go into power-saver mode.  I don't see how the satellite sets could affect the main box but I will unplug them overnight to see if that changes anything.

Rustyben
Expert

Re: Live TV recording erased


@CTHusky72 wrote:

CEC _is_ off (see photo above).

 

Power Saver is set to "Off" on my other sets and, in fact, they properly NEVER go into power-saver mode.  I don't see how the satellite sets could affect the main box but I will unplug them overnight to see if that changes anything.


only the one connected via HDMI would activate by CEC.



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chele519
Frequent Visitor

Re: Live TV recording erased

Have you figured this out? I have the same issues. Calling them is useless. I don’t have the option to change cec that you show though.
CTHusky72
Contributor

Re: Live TV recording erased

Nope. No change. Xfinity box still goes to sleep after 4 hours even though my preferences say not to. You're right, calling is useless because the reps have no idea what you're talking about and can do nothing to fix it. They have to fix their software but, apparently, they don't want to or don't care to.

chele519
Frequent Visitor

Re: Live TV recording erased

Thanks for replying good to know it’s not just me.
ComcastJoeTru
Official Employee

Re: Live TV recording erased

Hi CTHusky72. Have you tried swapping this XG1v4 for a different unit? 


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CTHusky72
Contributor

Re: Live TV recording erased

Three times.  See my post on 9/25 for my history.

 

I also tried something else.  A couple of days ago, I turned the Power Saver on and, as expected, the box was asleep when I turned the TV on in the morning, as expected.  I thought that, maybe, the preference needed to be on before the box would accept the command to turn it off.  No such luck.  Turning the preference off STILL resulted in the box going to sleep after 4 hours so, it's apparent to me, that the box doesn't care WHAT the preference is set to, it's GOING to go to sleep after 4 hours, regardless!

ComcastChe
Official Employee

Re: Live TV recording erased

Thanks for letting us know you're also experiencing this issue @chele519. My team can investigate further and work with our advanced techs to see what we can do or recommend to fix this. Can you send me a private message so I can gather a few more details about your account? To send a private message, click on my name, "ComcastChe," and then click send a message. Please include your first and last name and address. 


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chele519
Frequent Visitor

Re: Live TV recording erased

Mine only has the issue overnight. I can leave it all day and come home and rewind up to an hour.
chele519
Frequent Visitor

Re: Live TV recording erased

CThusky, the past 2 mornings mine has been working like it’s supposed to, I’ve been able to rewind again
CTHusky72
Contributor

Re: Live TV recording erased

Thanks for letting me know.  The behavior of my box hasn't changed as of this morning.

 

do you know what version of firmware that you have?  I think you find it under Settings (gear icon) - About.  Mine is 121.0.1

chele519
Frequent Visitor

Re: Live TV recording erased

I’ll check tonight and let you know. The thing that may have made a difference is I changed the time of the nightly update. So it may be rebooting itself later and it’s not having time to go to sleep before I turn it on when I get up
CTHusky72
Contributor

Re: Live TV recording erased

Thanks - that's not a bad idea!

chele519
Frequent Visitor

Re: Live TV recording erased

I have the same version as you.
chele519
Frequent Visitor

Re: Live TV recording erased

So it isn’t fixed after all, just turned it on and could not rewind, this is at 8:48 but I had something recording from 6-8 so it isn’t related to power save because the box was on within the past 4 hours 🤷‍♀️
ComcastMorgan
Official Employee

Re: Live TV recording erased

Good morning, chele519. We appreciate the update! It looks like we might need to work with you further to see if this feature is able to be restored. Please send us that PM whenever you get a chance. Thank you!


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