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New Member

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11 Messages

Saturday, March 13th, 2021 1:38 AM

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DVR Erases Recordings Randomly

I am ready to scream (truth is I have several times and sometimes at AT&T technical staff), my DVR will randomly delete recordings. I won’t bore you with details of previous encounters with tech support, but they have replaced both the gateway and DVR numerous times. Sometimes it works for a long time, sometimes not so much. I really need help a I don’t lose my freaking mind.
I have been a U-verse customer for a very long time. I’ve been a fan and user of DVRs since the first generation TiVo. Since starting with U-verse, I’ve always used their DVR and I do have multiple TVs in the house. My family records quite a few shows but we never come close to maxing out the storage space on the DVR. 
If you can help me I would be forever grateful. 

ACE - Professor

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7.4K Messages

3 years ago

Are we absolutely sure that nobody else is deleting them behind your back?

Make sure the shows have the green checkmark to "keep until I erase." You can make that a default setting in the app, but if you use the DVR to record shows, you'll have to choose that option each time.

As I'm sure you know, if it's not set to "keep until I erase" then shows will delete automatically when space is needed for new recordings.

New Member

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11 Messages

3 years ago

Thank you for your reply, there’s definitely nobody erasing the shows on my DVR. We have all the recordings set to “keep all episodes until I race”. This thing will delete a show hours or minutes after recording a show. It’s very frustrating. I’m waiting for a tech support supervisor to call me today as they are attempting to do something on their end that this person has never seen. It will probably erase all or my series and future recording settings and I will have to set it all up again. We’ll see, I can only hope. If it doesn’t work they plan to send a senior tech to my house, whatever good that’ll do. 

ACE - Expert

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26.8K Messages

3 years ago

Others have reported that recordings will be randomly deleted with no apparent reason.  There has never been an explanation offered or a solution that worked.

Bear in mind that recordings on a DVR are meant to be watched in a timely fashion and not for long term storage but if recordings are being erased within minutes, something ain't right.

I've been fortunate that I've never suffered the "disappearing recordings syndrome" but I have lost recordings when I had to replace the DVR. 

(edited)

Community Support

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225.5K Messages

3 years ago

Hi @Seanbafford, we are delighted to help.

 

Sorry about the issues you are having with your DVR.

 

  • If it is a series recording, there is an option that allows you to keep until space if full, 1-7 episodes only, or until you choose to delete it.
  • If one of those options are selected, it may be the reason for it getting deleted.
  • If that is not the case, there may be issues with your DVR.
  • Try doing a non-destructive recovery and seeing if it is still happening.

To do so:

 

  1. Unplug the receiver or DVR power cord from the wall or back of the box.
  2. Wait 10 seconds.
  3. Plug in the receiver and DVR.
  4. When three white dots appear on the screen, unplug the receiver/DVR again.
  5. Repeat this process two more times.
  6. Plug the receiver/DVR back in on the third time and leave in. Three white dots appear followed by a gear with a status bar at the bottom of the screen.
  7. If the Disaster Recovery screen does not appear, repeat the steps above.


Hope this helps.

 

Thank you for contacting us on AT&T Community Forums!

 

Lafayette, AT&T Community Specialist

ACE - Professor

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7.4K Messages

3 years ago

"If it is a series recording, there is an option that allows you to keep until space if full, 1-7 episodes only, or until you choose to delete it."

The OP mentioned that the "keep until I delete" was activated.

In addition, U-Verse has no option to keep "1-7 episodes only."

ACE - Expert

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26.8K Messages

3 years ago

@ATTHelp  As @baseballisback said, you are giving erroneous information or as I like to say:

ACE - Professor

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7.4K Messages

3 years ago

And now someone marked it as an accepted solution, pushing it past several older posts.

New Member

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11 Messages

3 years ago

I appreciate people that are willing to chime in, even if it’s just to make sure I’ve tried various things. I’ve done a lot at research, read many postings and explored every forums I could find and there does not seem to be a real solution. It’s happened with 4 different DVRs and several gateways, in more than 1 house as we have moved twice, so it’s impossible to pin down any one possible solution. The only thing that may be a factor is that we have 8 televisions, but no more than 4 are ever being used at the same time. 

We moved into our current home a year and a half ago. Although we’d had the problem in our previous house it had been quite a while. It didn’t start in this house until a approximately one month ago. 2 weeks ago tech support offered to send out a new DVR to attempt to resolve the issue. They sent a gateway instead of a DVR. When I called they apologized but suggested that I replace the modem while waiting for the new DVR. The DVR kept some recordings that day but by the next morning they were all gone again. After I installed the new DVR everything seemed fine for a week or so but now it’s worse than ever. I’m still waiting for tech support, they should be calling in the next hour or so if they weren’t just stringing me along. 

ACE - Expert

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26.8K Messages

3 years ago

@baseballisback said

And now someone marked it as an accepted solution, pushing it past several older posts.

That can be easily remedied.

Community Support

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225.5K Messages

3 years ago

We understand that you're still having trouble with your DVR @Seanbafford.

 

  • Did tech support ever contact you?

Please let us know were here to help.

 

Charles, AT&T Community Specialist

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