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user_kwwo1a
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5 Messages

Tuesday, August 4th, 2026 11:29 PM

XG1V4 Playback Issue

Experiencing playback issues on my XG1V4 DVR box:  About one of every eight recordings crashes at some point during playback, crashing at the same timepoint every time, whether during playback or fast forward.  Playback can continue by skipping forward past the offending timepoint.  When it crashes, it will either 1) take me back to live TV or 2) display an error message and start playing the cloud version of my recording.  Is this a known issue with XG1V4 boxes?  Initial guess is this might be a hard drive problem.  Can I get a replacement at the xfinity Store?

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3 days ago

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XfinityJon

Official Employee

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1.6K Messages

7 days ago

Good afternoon user_kwwo1a you have reached the right team. I will be happy to assist you further. I do have a couple questions, so that I may be able to better assist. What is the error message you receive? What troubleshooting steps have you taken so far? You do have the ability to swap equipment at local stores, as well. 

 

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user_kwwo1a

5 Messages

■ The error message is only visible for ~1sec, with something like "... encountered problem during playback..."

■ I've done the System Refresh and multiple Restarts under the Settings/Help/Tools, but problem persists.

■ There is a xfinity store near me.

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6 days ago

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XfinityRaf

Official Employee

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1.5K Messages

Thank you for confirming. You can swap out the box at your local XFINITY store if you want to replace the current box. We can also send you a box, but that would take a bit longer. Let us know how you would like to proceed.

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.
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6 days ago

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user_kwwo1a

5 Messages

I will exchange the box at my xfinity store.  Thanks.

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3 days ago

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XfinityJamesC

Official Employee

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3.1K Messages

Sounds like a plan, @user_kwwo1a! Please let us know if the new box helps. I have actually experienced this same issue myself, where a recording will stop playing at a specific point, then offer to switch to the OnDemand version instead. For me, it only happens with one specific show on one specific channel, so I just assumed it was a programming issue, but it is possible that the SSD on my DVR needs to be reformatted. Please keep us posted.

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 as Best Answer.tick

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3 days ago

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BIslander

Problem Solver

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645 Messages

6 days ago

@user_kwwo1a  I have two XG1v4s and do not have the problem you describe with either of them.  

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