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imljb1
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60 Messages

Fri, Jul 20, 2018 2:27 PM

SERIES NOT RECORDING - UVERSE PLEASE OWN UP

If you review this forum you will see that a number of us have been experiencing the same issue/problem all starting around July 1 - series recordings that we have had set up suddenly stop recording, don't show up as scheduled to record and when attempt is made to reschedule the series (cancel existing instruction and then set up again - any day, any time, first run only - the system sets it up for maybe two episodes and then doesn't continue.

 

I've seen (and done) all the reboot suggestions but since this seems to be a widespread issue it is unlikely that on their own our individual dvr's or gateways decided to pick up this quirk. While the suggestions to resolve may be the same this is almost certainly a result of some system change/issue on AT&T's end that affected some of the U-verse customers. Could you please just acknowledge what happened that might create this issue and what steps you - AT&T - are doing to resolve it? We can unplug and reboot til the cows come home but if you don't recognize that you seemingly caused an issue what confidence can we have in the solution?

 

Please let us know.

DavidCS

Community Support

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1.7K Messages

4 y مضت

I don't think it's the DVR at all. The recovery steps are to force the guide to update. But if you have the time, definitely try it tonight, but I would like to see this done a little later, probably next week or the weekend.

 

David, AT&T Community Specialist

rich96db

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35 Messages

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David,

 

I haven't been able to reboot the DVR, but I was able to get the Uverse App on my tablet to update through Sunday, August 5, but I can't get the Uverse App on my phone to update.  I've attached some screenshots to show you exactly what is happening.

 

Screen shot #1:

Screenshot 1.jpeg

You can see that the three red dots are present, indicating that the series is set to record and it does say "Will Record" on 7/29.

 

Screenshot #2:

Screenshot 2.jpeg

Here's the screenshot from the app for the same show, but for August 5.  The three red dots indicating that the series is scheduled are now gone and the episode won't record, unless I record it manually or reset the series to record again.  This is what happens to every single series after the first two weeks record (after having reset the series to record).  The third week falls off into oblivion.

 

Hope this helps,

 

Rich

bigboss721

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31 Messages

4 y مضت

David,

 

I did the non disaster recovery today...It did not help.

imljb1

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60 Messages

4 y مضت

David,

 

Same as bigboss721 - non disaster recovery didn't do a thing. But ... I did stumble across something else - as previously stated my guide currently cuts out on Monday, August 6 at 8 pm. No shows are depicted after that time (just the no information available notation shows up). If I utilize the Search function, however, (green button on remote) and type in the name of the show, etc. and select the one I'm looking for in the options list it will bring up the show with the date that should already be appearing in the guide (for example, Elementary airs on CBS - channel 19 here - on Mondays at 10:00 pm. The list obtained through the search function shows the Monday, 8/6 episode of Elementary that does not appear in the guide. Unfortunately, it doesn't go anywhere if you "enter" on the show - were the episode appear in the guide you would be taken to the listing to set up the recording or whatever (which, if you recall, none of us should have to do anyway since we're talking about shows that should be automatically set up by the Series record function.

 

Just thought I'd pass it along in case it helps you track down the programming problem that is creating this issue - the information does seem to be there it just isn't making it to the guide listings and - as Rich explained so well - the series episodes aren't being scheduled and so on and so on.

rich96db

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35 Messages

4 y مضت

David,

 

For the past 2 days, I couldn't see past 7:30pm on August 5 in the Channel Guide.  When I got home tonight, I could now see through 7:30pm on August 6.  I did the non-destructive reboot.  I can still only see through 7:30pm on August 6.  Series that should record on August 5 are still not showing up as scheduled to record.

 

To further show that the Channel Guide is the cause of this, take a look at this screenshot from the Uverse app:

Screenshot_2018-07-24-18-32-22-389.jpeg

 

My wife has set the DVR to record first run episodes of Nashville.  The Uverse app shows episodes to be recorded on August 2 and 3.  However, my DVR initially showed the same, but now it shows it's recording 2 different shows on CMT that we never asked to record.  If you try to match up the 2 episodes of Nashville shown in the screenshot above, you'll find completely different shows listed in the Channel Guide.

 

Also, during numerous times over the past month, the correct show and show name is listed in the recordings, but the picture next to the description is from a completely different show.   For example, the August 2 scheduled recording of Nashville in the screenshot shows a picture of Last Man Sranding.

 

I think all of this demonstrates an underlying problem with the Channel Guide and how it impacts series recordings.

 

Rich

_xyzzy_

Expert

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15K Messages

4 y مضت

I think all of this demonstrates an underlying problem with the Channel Guide and how it impacts series recordings.

Frankly I think you are complicating and mucking up the original problem of what the guide shows on your dvr/receiver.  Adding what the app shows just adds another variable into this problem that can be avoided.  Worry about that app later.  Concentrate just on what the dvr/receiver guide shows.  If it's different from the app then worry about that problem later.

 

The Nashville finale is scheduled for Thurs July 26 at 9PM.  Any Nashville shows beyond that are considered repeats (and should show original air dates in the receiver grid).  So using Nashville to illustrate the original problem of scheduling future episodes of a series for recording is an invalid example (as I said I don't care what the app shows right now).

 

You need to use some series that actually has at least 2 new episodes (if recording first run) scheduled to record, i.e., at least as far as the the grid's standard 12 day horizon.

Teacher

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13 Messages

4 y مضت

I’m also having this exact issue. Records a series for two weeks then stops. Have to manually record a series every two weeks. 

Teacher

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12 Messages

4 y مضت

David 

   It is not an equipment problem. Several of us have reset gateway and dvr (having the gear appear). It is a software problem between the guide and dvr. It acts as though it doesn't see the DATE as being new or first run.This started end of June, beginning of July. Right now it's sporadic because new summer shows are few, once September rolls around you have new seasons on just about every show.

   If your area is not having the problem, then I would suggest a data 'stare & compare'. 

   I hope this is not AT&T's way of getting people to drop U-verse and switch to Directv.

 

Mark

DavidCS

Community Support

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1.7K Messages

4 y مضت

Thank you everyone for all the information and testing. I am curious to see what happens when the guide does update. I would think by the weekend or beginning of August, the guide should go past the August 6 date that most seem to be stuck at, and I am hoping the recordings will reflect that and show scheduled to record.

@rich96db, thank you for looking into the app to show that what is shown in the app does not matter. It does seem to be tied to the guide on the DVR and it not going past a certain date.

 

For everyone having this problem, is it just the DVR that has a limited guide, or does it show that way on all receivers?

 

David, AT&T Community Specialist

Teacher

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17 Messages

4 y مضت

This issue has been going on since around July 1.  What is magic of August 6? Our examples just tell us that in this two week window that this is occurring.   It has been happening for weeks....unless AT&T has fixed something on the back end, why would August 6 magically fix it?

bigboss721

Mentor

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31 Messages

4 y مضت

David,

It happens on all receivers.

The guide data will eventually extend past August 6th but none of the series will be scheduled to record. The service is NOT working properly. My bill still comes on time though 🤔

Teacher

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13 Messages

4 y مضت

The problem is when the guide updates it no longer records past the two weeks. For example, let’s say I series record Preacher on AMC at 10:00pm on Sundays.. it will correctly show that the series is set to record the upcoming dates of 7/29 and 8/5. But once you get passed the (week of 8/5) it stops recording and you have to manually do it again. It will no longer record past those dates and the show will not be set to record on 8/12

DavidCS

Community Support

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1.7K Messages

4 y مضت

Sorry for all the questions. I definitely want to help get this fixed, and I understand everyone has been having this problem for a while. Please bear with me while trying to identify the issue and then work on getting it resolved. I know everyone is ready to have this working, but I am still unaware of what may be causing this, and the only assumption that I have right now is that the guide is not updating to reflect the series recordings, so that is why I want to see what happens with the scheduled series once the guide shows that it is available.

 

Again, I apologize about the issues, and I thank everyone that is helping with providing information and troubleshooting this issue with me.

 

David, AT&T Community Specialist

rich96db

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35 Messages

4 y مضت

David,

 

Ditto to what bigboss721 and Krypt17 have said.  It happens on all receivers and on mobile devices using the Uverse app.  The Channel Guide is already loaded for August 5 and 6 and I can see that series I previously scheduled to record will not record unless I reset them (see Post #61 of this thread).  On August 4, I'll reset them for the 4th time, which means this has been going on for the past 8 weeks.  Waiting for the Channel Guide to load won't make a difference.  I'm 100% convinced that when the Guide doesn't load, there's something in the underlying software code that destroys the communication to the DVR to tell it to record the series.

 

I do appreciate the fact that you are attempting to help us.  Can you shed any light on how AT&T handles this internally?  Are you left to troubleshoot this yourself or is there someone on the technical end actually assigned to figure this out?

 

Rich

Teacher

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13 Messages

4 y مضت

David, unless I’m misunderstanding you.. the guide is always up to date and will show two weeks ahead.

 

But the DVR stops scheduling after the two weeks is over. Basically it records two (weeks) episodes and stops. 

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