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Contributor

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9 Messages

Tue, Sep 15, 2020 8:18 PM

Playback issue with DVR and ROKU

Trying to play any one of a series of daily recordings, I immediately get the following message:

"Unfortunately, there's an issue. Sorry, that didn't work. Please try again."

There is no error number or additional information. The ROKU's are Ultra models (one, the latest edition). The recordings will play on my Windows 10 desktop without issue.

Responses

Brand User
ATTHelp

Community Support

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137.4K Messages

a month ago

Good morning @JimBland,

 

Let's take a further look into this together. 

 

Is this occurring on a specific show or network that's recorded? Then, have you performed any troubleshooting steps for your Roku?

 

 

 

KristinA, 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.

Contributor

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9 Messages

a month ago

The problem has been happening with "Days of Our Lives" on NBC. 

Contributor

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9 Messages

a month ago

I have 2 ROKU's, both Ultras, one the latest, greatest version. I have tried resetting the ROKU to no avail. As the recording plays on my desktop Windows 10 PC without problems, this is a ROKU specific problem with a particular program on a particular network. The DVR will not keep recordings more than 7 days before deleting them (without warning) for "Days of Our Lives" only. For any other series recording, the DVR acts normally.

Brand User
ATTHelp

Community Support

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137.4K Messages

a month ago

@JimBland,

 

Thanks! Let's try some troubleshooting steps to see if that allows you to watch your recordings without any interruptions.

 

Please manually sign out of the AT&T TV app on your Roku, reboot your modem and sign back in and let us know if that helps.

 

 

 

KristinA, 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.
chriggsiii

New Member

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143 Messages

a month ago

Just for grins, I've scheduled my DVR to record today's DOOL ep.  Once recorded, I'll check my four platforms, Roku, Fire, phone and browser, to see if I encounter any playback problem with any of them.  

 

I will then carefully not delete it to see if it gets deleted on its own at the seven-day mark.  You got me curious.

lmolter54

Scholar

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182 Messages

a month ago

@JimBland

 

FWIW, and my reply does not offer a solution, but my wife complains about the same thing now and then. She is the primary 'taper/recorder/archiver' and sometimes something she recorded will have the innocuous "Something didn't work..." error. Annoying. Me, coming from an IT and application development background (retired), cannot fathom why the app has no idea what the error was. In any Web app at least, returns codes are sent back with a message intended to summarize the error. Not always, but it's good practice.  Sounds as if the app gets a return code it wasn't expecting. Ok, sorry the for the techie mumbo-jumbo. And, yes, we have the same ROKUs as you.

lmolter54

Scholar

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182 Messages

a month ago

@ATTHelp 

 

Are you a bot?

chriggsiii

New Member

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143 Messages

a month ago

In case anyone was wondering, my Days of Our Lives recording appears to have come out fine.  Just now I attempted to play it back and it worked fine.

 

So the next step is to keep an eye on it to see if it self-deletes at the seven-day mark.  I made the recording on 9/16/20, so the seven-day mark is 9/23/20.  If, by 9/24/20, the recording is still there, then I definitely do not have this problem.

 

As I've mentioned previously, my first suspect in these situations is always location.  I'm in NYC 10022 and my local NBC station is WNBC Channel 4.  Where are you, JimBland, and what's your local NBC affiliate?

Contributor

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9 Messages

a month ago

My local NBC affiliate is located in the rat kingdom, Orlando, FL. And for lmolter54, I actually enjoyed programming in machine code way back when (late 80's). It really taught me a lot about the connection between the inner workings of the computer and the interfacing with the outside world. And yes, there is no excuse for an error without an explanation of some kind.

chriggsiii

New Member

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143 Messages

a month ago

In that case, you might want to knock on AT&T TV Now's chat support door and tell them there appears to be a problem with AT&T's interface with the Orlando NBC affiliate.  That's located at https://www.att.com/support/contact-us/att-tv-now/ .

lmolter54

Scholar

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182 Messages

a month ago

@JimBland <OFF TOPIC a little> I did my machine-language programming in the late 70's on microprocessors, and lived 10 years in Longwood, FL before moving to Tampa. Anyway... getting back to return codes -- given the diverse nature of the viewing audience, how could you explain in a manner comprehensible to Ma and Pa Kettle that: The server timed out; the Request header was malformed; the file requested doesn't exist or is corrupt; the user session timed out; or the user token is invalid. You get the idea. Seems like a good idea to respond to the non-200 return code as an 'Oops...'. I'm assuming that a web service is being called to deliver the content.

Contributor

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9 Messages

a month ago

I took the problem to chat at AT&T Now and, after a good bit of work on their part, they could see the "glitch". They created a ticket on my behalf and pushed to problem up the ladder. We'll see what happens..... Thanks to chriggsiii for the suggestion!

(edited)

chriggsiii

New Member

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143 Messages

a month ago

Thanks, Jim, no problem.  Hope it works out!

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