We Still Have Great Cyber Week Deals: Check out our $5 and under smartphone deals!
imljb1's profile
imljb1
#1 Star!
The 5th element!
10th stratosphere!

Mentor

 • 

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.

imljb1

Mentor

 • 

60 Messages

4 years ago

Series are set up for any day, any time, first run only - what happens is the same as above ... will record for 2 episodes (weeks) and then nothing. Does not show up to be recorded just falls off the face of the earth even though the scheduling remains under the Series tab - that is, it shows that the series is supposed to be scheduled to record as noted but it does not schedule it. It affects different networks, etc. so that is not the issue; for example, these three series were scheduled - Elementary, Suits, Animal Kingdom; 3 different networks, days, times, etc. and all did the same thing. They did not schedule to record after the end of June - just dropped even though the series instruction remained. Did record if set up manually - after deleting the series in the series recording set up section and rescheduling (and rebooting, etc., etc.) it scheduled the series for 2 episodes and then stopped scheduling them. Again, still shows in the series tab that it is supposed to be recording them but it does not schedule.

imljb1

Mentor

 • 

60 Messages

4 years ago

Exactly!

DavidCS

Community Support

 • 

1.7K Messages

4 years ago

Hi @rich96db,

 

With all 50 or so series recordings going, when you look at scheduled recordings, does it show anything listed? Also, if you could check the app as well to see if anything shows scheduled under the scheduled tab? I am wondering if it is saying that it is going to record but doesn't or it shows nothing to be recorded because it doesn't think it needs to. I just want to clarify it.

 

David, AT&T Community Specialist

imljb1

Mentor

 • 

60 Messages

4 years ago

Sorry for the seemingly random "exactly" post - I thought it would attach to Rich's excellent summation above. It posted while I was preparing my response to DavidCS's inquiry. Also a thanks to Rich for the FB post - I had posted there previously but got nowhere beyond the basic troubleshooting advise and back to treating things like it was an equipment issue; I did add to your post and it looks like someone is at least reading your posting ... thanks for helping move this forward (I hope).

bigboss721

Mentor

 • 

31 Messages

4 years ago

After it stops it shows 0 scheduled. It affects all series. Unless you change a setting or delete/add series. Then it records for a week or two.
bigboss721

Mentor

 • 

31 Messages

4 years ago

That is also what is happening to me.
rich96db

Mentor

 • 

35 Messages

4 years ago

David,

 

When I go to the Uverse app, it shows that I have 4 Recorded shows and 52 Scheduled shows.  The last scheduled show is scheduled for Friday, August 3, but it should be showing shows through Monday, August 6.

 

Here's the best way to explain it.  On Saturday, July 21, I installed the new DVR that AT&T sent me.  I set up the series "The $100 Pyramid" to record "Any Day, Any Time" and "First Run Only."  The show airs on ABC every Sunday night at 9:00pm eastern.  After setting up the DVR, the DVR (and the app) said the show was scheduled to record on July 22 and on July 29.  The show did record on July 22 and still shows that it will record on July 29.

 

Here's the problem:  The DVR (and the app) should now show that it should record again on August 5, but it doesn't.  Why is that?  Here's my speculation:  On both my DVR and on the App, my Channel Guide will not load past August 5 at 7:30PM.  The DVR can't schedule the recording on August 5 because the Channel Guide is not loading properly and can't tell the DVR to record it.  After about a week, the Channel Guide will catch up, but it never re-establishes communication with the DVR to tell it to record the series.  This then requires me to reset up the series to record every 2 weeks and this is happening for EVERY SERIES that I'm trying to record.  And it certainly sounds like many others are stuck in the same Groundhog's Day scenario as me.

 

I hope that is clear enough.  If you need more info, please ask away because I'm 100% convinced it's an AT&T programming issue tied to the Channel Guide not loading/communicating properly.

 

Rich

bigboss721

Mentor

 • 

31 Messages

4 years ago

David,

rich96db is spot on. It appears to be the issue. Something isn’t working with the guide data. It doesn’t go past 8/5. My last recording is scheduled for 8/3. Those scheduled recordings were of series I either deleted and rescheduled or changed the record to any day, once a day or any day, any time. After August 3rd nothing will record unless I go through the whole process again.

I too have been sent a new DVR and gone through all the reboots etc. Spent 1.5 hours on the phone yesterday. Waited for a tech who was a no show. Called Att they rescheduled a tech for Friday. I can’t imagine this is something specific to my home system if all of us are having the same problem!

Last night via twitter dm I had another discussion with att. I sent them the link for this discussion. They said they would investigate. I appreciate you looking into this. We all pay too much for this service not to work properly for this long of a time.
DavidCS

Community Support

 • 

1.7K Messages

4 years ago

Hi @rich96db,

 

Thanks for the detailed explanation. That is a great theory, and I'll be looking into that. In the meantime, to see if we can get the DVR past the current date set in the guide, is it possible to do a non-destructive recovery on it in a few days. Maybe end of this week or next week to see if it updates the guide. 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. If the Recovery screen does not appear, repeat the steps above.

After this, it'll take a few minutes for the guide to download all the way again along with other things. Let me know if the date goes past the current date and if the recordings show up scheduled to record. If it does, then we can isolate the issue down to the guide not updating continuously.

 

David, AT&T Community Specialist

rich96db

Mentor

 • 

35 Messages

4 years ago

David,

 

It's not the DVR.  Prior to my calling Customer Service and getting a new DVR, I followed the exact instructions you posted above - it did nothing to fix the problem.  When I set-up the new DVR, it went through a series of updates, so I'm sure that it's running the latest version of the Uverse software.  I pulled the plug out of the gateway and replugged - that did nothing. 

 

I'll give it a shot tonight, but the odds of having 2 DVRs having the exact same problem (not to mention all of the other people posting here having the same problem) is beyond remote.  It's a programming/software issue, not a hardware issue.

 

Rich

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.