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Teacher

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4 Messages

Fri, Jan 19, 2018 9:12 PM

DVR deleting entire show list instead of one episode

So I have a show that I had multiple episodes recorded.  I went into my Genie to delete some episodes that I had downloaded and watched offline on my iPad.  I clicked on the first episode individually and hit the delete button and then the confirm, done, clicked on the second episode, did exactly the same thing I did with the first but it ended up deleting all the episodes I had for that particular show instead of just the one.  There was no notification form the entire series and as I said I clicked on the individual episode.  Glitch with the new software?

Responses

Accepted Solution

Official Solution

ATTTimCS

Employee

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227 Messages

5 months ago

Hello Community,

 

Thank you for the feedback, and we understand that this is frustrating. We want you to know that we are aware and are currently working on a fix.

 

We appreciate your patience and apologize for the inconvenience.

 

Tim, AT&T Community Strategy

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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7 Messages

When the problem is fixed, please let us know so we can start deleting things again. How will this be accomplished. Is the a "problems fixed in this release" posting somewhere on the internet?

New Member

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2 Messages

@ATTTimCS when will this be fixed???

Brand User
ATTHelp

Administrator

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112.8K Messages

2 years ago

Hello @cmq2525, Im sorry to hear your recordings have been deleted. You may have selected a delete all option on accident. 


Unfortunately there is not a way to recover them. https://forums.att.com/t5/DIRECTV-DVR-Receivers/Recovering-deleted-recordings-from-DIRECTV-DVR-is-it-at-all/td-p/5054922.


If you have any other questions or concerns feel free to reach out to us. 


Thank you,

Dylan, Community Specialsit 

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Teacher

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4 Messages

2 years ago

I didn’t select a delete all by accident as that isn’t even an option.
Brand User
ATTHelp

Administrator

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112.8K Messages

2 years ago

Hello @cmq2525


Thank you for the response. I appears there are 2 methods of deleting recorded content and then is a way to delete full series. 

1. Method 1:

   -  Press RECORDED TV button on the remote

   -  Highlight the series recording that you want to delete

   -  Press the DELETE button in the lower left hand corner of the remote

   -  Press OK to delete recordings


2. Method 2:

   -  Press the RECORDED TV button on the remote

   -  Scroll over to Series

   -  Page down to find the series recordings you want to delete

   -  Press OK

   -  Select Erase recordings and press OK

   -  Press OK to erase recordings


We do apologize for any inconvenience as there is not a way to get the records back. 


If you ever have any other questions or concern feel free to reach out to us.


Dylan, Community Specialist 


Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Teacher

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4 Messages

2 years ago

I understand there isn’t a way to get them back, I never asked if there was a way to do so. I was asking if anyone else had encountered a similar issue as it might be indicative of a bug in program and something to be aware of going forward. I didn’t mistakenly hit the wrong button as you’re accusing me of. Here is exactly what I did.


Step 1: I hit List on remote to bring up list of recorded series/shows


Step 2: scrolled down to select particular show series and opened up all recordings for that series


Step 3: scrolled down to select earliest recorded show (ep1) that I had already watched offline


Step 4: pressed the red Delete button per instructions on screen and confirmed Delete Now when asked “are you sure you want to delete this program”. It deleted just that shoe (ep 1).


Step 5: selected next show (ep 2)in series to also delete, pressed red Delete button per instructions on screen and confirmed Delete Now when asked “are you sure you want to delete this program?” just as I did in Step 4.


It is here when the remaining 7 episodes in this series were deleted (not just ep 2). Nowhere did it ask me if I wanted to delete the whole series. I did exactly as I was supposed to per the directions you stated to delete ONE episode.

New Member

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2 Messages

mine is doing the same thing!! Very frustrating as I have lost many episodes that I did NOT delete. If I delete two or three, it deletes the entire series

litzdog911

ACE - Sage

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53K Messages

2 years ago

@cmq2525, yes, that has been reported, rarely.  Often it's a sign that your DVR's hard drive is on its way out.  If it happens again I recommend replacing the DVR. 

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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5 Messages

ok but what if you recently got a new dvr ?

That’s what’s going on here.

New Member

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5 Messages

I’ve had way too many problems with this service. I’m getting rid of them.

Teacher

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4 Messages

2 years ago

Thanks.  I'll keep an eye on it.  

Tutor

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1 Message

6 months ago

This is happening to us, as well. It does it at least 5 times a week, with multiple series.  Our directv system is less than 2 months old. I’m assuming it’s a glitch in the system?

Tutor

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2 Messages

6 months ago

Just got DirecTV less than a month ago and have noticed that it does the same thing. When you erase a 3rd episode of the same show. First 2 episodes go fine but whenever you try to delete a 3rd episode on a row even when it clearly says This will permanently delete your recording of S# E# , not delete whole series. It deletes everything. 

Teacher

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8 Messages

6 months ago

This happened to me, too, just today. The first forum answers are utter garbage. It's not the customer's mistake. This is a software or firmware issue with the DVR. AT&T is apparently unwilling or unable to provide an adequate solution. Just wasted 40 minutes on the phone with "technical support," and the poor guy is not prepared to deal with this problem. Can we please get US-based technical support and customer service, so we stand a chance?

Tutor

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1 Message

6 months ago

I am having the same issue any it’s definitely not because my DVD is old and about to give out as I’ve only had the service for about 3 months now. But I’ve lost several recordings this way. Delete 1 episode as described and it confirms I want to delete season#, episode# and suddenly I’m missing 8 additional episodes! It’s absolutely maddening. DISH network never did this. This is definitely a software or firmware issue and should be fixed for as much as the customer pays for service. 

Teacher

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12 Messages

6 months ago

Thank you all, I thought I was losing my mind! 

The first time it happened, I assumed I made a mistake - but it has happened a few times, now, and I am very careful. I noticed it began happening after an update late in September, which is exactly when these posts began to reappear!  

I am very relieved to see the variety in ages of DVR so that it cannot be passed off as a "You need to update your hardware" issue. It ABSOLUTELY began after that update occurred. As a night owl, I was watching TV when it prompted me to receive the update and accept it/allow it to install, so it did not occur as a stealth update as it may have to other customers.  Hmmm, I am surprised that Directv has not mentioned that this may have caused the problem. 

 

My pain-in-the-neck work-around is to simply rely on the method of deleting each program individually by fast-fwding to the end & selecting delete just to be on the safe side. It is a drag, but better safe than sorry. After being burned a few times, you do what you have to. 

Teacher

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3 Messages

6 months ago

I can confirm I am experiencing the SAME problem.  I lost 20 episodes of a show after deleting maybe three of them - one at a time.  My Genie is Model HR44-500 with 0x127F software which was automatically updated just last week on 10/1/19.  I've had this happen twice now and am pretty sure it happened once on whatever the previous software version was and once now with the new update.  We waited SOOOO LOOOONG for AT&T to sort out a previous software glitch with this same Genie that made recordings just disappear from the list.  They were still there but absent from the list until bringing them back with a system reset....again and again.  That was solved earlier this year with an update and was a huge improvement.  Things seemed pretty stable all year until discovering this problem.  This problem of things actually disappearing for good is WORSE ! PLEASE, PLEASE can't someone at AT&T acknowledge this is now a known bug??

Teacher

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8 Messages

6 months ago

For what it's worth, the problem seemed to go away after the otherwise
useless technical support person sent a reset signal to the box. I still
use your workaround on series that I just don't want to take the risk of
losing all episodes. I have not experience the problem from the list
since the reset.

Teacher

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8 Messages

6 months ago

I agree. This problem started happening immediately after a software
update. A hard reset on the box from the front panel did not solve it.
The otherwise useless technical support person sent a rest command to
the box and the problem went away. I still don't trust it on series I
care about, so I delete episode by fastForwarding and deleting at the
end of the episode.
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