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user_artofwar
1st Topic

6 Messages

Tuesday, April 9th, 2024 9:48 AM

Closed

Cannot access all recordings in DVR via web or iPhone/iPad

Hello,

It seems this has been a recurring issue with other users.  Here are my observations:

1) DVR shows 81% full, 224 recordings - Filter: All, Recorded On: All Devices

2) Xfinity Stream iPhone app - only shows "Just Recorded" which is 13 recordings. The "Just Recorded" view matches exactly the list of recordings in the "My Library" section of the iPhone app.

3) Also checked the iPad app and it has the same missing recordings bug.

4) From the browser - https://www.xfinity.com/stream/recordings - "Saved" section ALSO ONLY shows "Just Recorded" recordings.  

Summary:  Remotely, I can only access 13 recordings out of 224 recordings in my DVR. 

Question

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Updated 

2 months ago

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XfinityChristy

Official Employee

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1.6K Messages

7 months ago

 

user_artofwar Hello and thank you for reaching out via our Xfinity Community Forums. When you're having trouble accessing recordings on your DVR via the web or your iPhone/iPad, there could be several factors at play. First, ensure that you're subscribed to both the Xfinity TV service and the Cloud DVR service. Non-X1 TV Boxes lacking Cloud DVR service aren't compatible. Also, verify that you have an active internet connection and are utilizing the Xfinity Stream app on your Apple or Android device. Keep in mind that not all recordings may be downloadable. Should the problem persist, consider clearing your cache and cookies, updating your device's operating system, or attempting to access the recordings using an alternative device or web browser.

 

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user_artofwar

6 Messages

Hi there, 

Thank you for responding.

I get that there is a standard response for "checking browser, cookies, etc". Know that I have gone through all that.  That has all been checked. I've been a software developer for 33 years.  Those are standard checks.  I've also checked against several browsers and 2 different Macs and 2 PCs. 3 different iPhones and 2 iPads.  They cannot be having the same problems if hardware is the issue.

The issue is that the browser listing and app listing of recorded items is only showing "Just Recorded" recordings, whatever algorithm deems "Just Recorded". So an item that I can download 2 days ago because it was "Just Recorded" 2 days ago, drops off that list.  So that show could have been downloaded 2 days ago, but today, no longer available because it no longer shows up on any browser or app.    

The Saved list gives an option of "Most Recent" and "A-Z".  Even if I choose "A-Z" it still shows "Most Recent" BUT alphabetized.

This was not the case before. I was able to view ALL my recordings.

With regards to Cloud DVR issue, obviously I can see the recordings, JUST some recordings on a rolling "Just Recorded" list only.

So how can I access all my recordings?

Thanks,

-c-

7 months ago

0

XfinityVictor

Official Employee

 • 

889 Messages

 

user_artofwar I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

 

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7 months ago

0

user_artofwar

6 Messages

Yep, been on 4 different chats about this.  They all say "sending signal to box", "cache", "login/logout".  One person actually escalated and CALLED me wow!... then they put me on hold and disconnected my call... Never got a call back. 

I'm on my 5th chat now about this.

7 months ago

0

user_artofwar

6 Messages

Literally chatting now about this.  Yep, zero results.

7 months ago

0

user_artofwar

6 Messages

Your remote access algorithm may have a bug that is filtering only "Just Recorded" on the listing.  Because even if I say "Alphabetical" instead of "Most Recent" listing,  it shows the list alphabetically but still "Most Recent".

7 months ago

0

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