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2 Messages

Mon, Sep 21, 2020 2:37 PM

Recordings are Missing

The "bug" has apparently not been fixed.  20 episodes of a series show being recorded have gone missing.  Punching "0" on the recording history doesn't work;  nor does a reboot.  I also note that the process screen for the "view Playlist" screen changed on 9/20/2020. To get to the "recording manager", you must now click on that banner on the right side of the screen.  For some of us, we now have an additional expense to be able to view missing recordings:  in our case purchasing the CBS All Access monthly subscription to retrieve previous recordings.  AT&T has done their finest to screw up what once was a fairly reliable service.........and this comes from someone who retired from AT&T (so I know).

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Brand User
ATTHelp

Community Support

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136.4K Messages

a month ago

We can help you with your recordings, @BogeyFree_71

 

We have a couple of questions for you. 

 

  • How long has this been happening? 
  • Did rebooting or hitting "0" ever work? 
  • Are the missing recordings showing in recording history? (Accessed through the recording manager at the top right)
  • Do you have more than one DVR in the home? 
    Has your DVR been replaced since this started?

 

We look forward to helping resolve this issue! 

 

Raychel, AT&T Community Specialist   

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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.

New Member

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2 Messages

a month ago

*    Started 9/20/2020 when you redid the process for managing recordings

*    As stated......"0" and reboot did not work

*    Some of the missing recordings are showing in "history" as cancelled

*    We have a Genie and a regular DVR interconnected in a distributed network.  Neither has been replaced.

*    The Series in question is "Young and the Restless".  While the Series recording was made on the local CBS Channel, recordings were attempted in other CBS channels CBSe and CBSw as well as appearing in CBS on demand.

 

....and while we're at it:  how come I am unable to access all my Directv channels on my Mac and my iPhone.  I'm only getting Movies (500-  )

Brand User
ATTHelp

Community Support

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136.4K Messages

a month ago

Thanks for the clarification, @BogeyFree_71!

 

There are a couple of things we can try, first is a double reset. Your DVR has a red reset button on the front panel behind a door OR on the side of the receiver on the right. Press that button, wait for the second screen of the reset and press it again and let it finish resetting. 

 

If this is primarily happening with one or two specific shows, we would recommend going into your recording manager and deleting any upcoming or scheduled recordings and try to set up the series recording again. 

 

We will also submit an escalation for you to see if this is a software issue. 

 

As for your issue watching online, at the top of the guide, please make sure that is set to "Guide: All" and you're not seeing favorites. If that is set correctly, you can Refresh Your Service online. That can take 5-10 minutes to process. If that does not resolve the issue, please log out and click on "forgot password" to reset your password and force a digital refresh of your package. 

 

If you have any questions, let us know! 

 

Raychel, AT&T 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.

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