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Sat, Apr 4, 2020 3:17 AM

DVR software is randomly not playing eps again!

An identical issue has resurfaced with Uverse's DVR software. Often playing multiple eps when the software offers to 'watch next episode' the DVR will be stuck on black. No remote function will work. Only way to fix is to stop playback, play anything else, stop that playback then return to the original program which displays a 'Play' option and not the expected 'Resume' option. Sometimes I must do this multiple times before the original program finally plays.
This is a software issue that surfaced months ago. Now it's back.
Roll back your updates until your QA does a better job of testing and dev doesn't resurrect defective code branches.

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ATTHelp

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121.1K Messages

2 months ago

We're here to help, @Ifoundrj!

Just for clarification, could you let us know what U-verse TV function you are using when this occurs? Are you attempting to view recordings, or On Demand?

 

In the meantime, we suggest Troubleshooting your U-verse TV service - following the steps provided can help address issues regarding recording issues and freezing. Let us know what you are able to find regarding this- it will help us with determining the (Edited per community guidelines) cause of this issue.

 

We look forward to hearing back from you!

 

Donovan, AT&T Community Specialist

(edited)

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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.

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Its DVR playback. Usually when you select to Watch the Next Episode, but has occurred playing a single recording as well. This was an issue that happened several months ago and now it's back. We are getting other new errors as well... such as using the search feature in the guide and says unavailable to try again in 30mins. AND even more recently, I was manually pressing the record button for individual shoes and getting "unavailable.." error messages but it still set the record icon... which leaves me with little confidence about if it's working correctly.
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ATTHelp

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121.1K Messages

Thank you for confirming your sound issues with us, @Ifoundrj.

 

We ask that you restart your receiver. Many receiver problems can be fixed by restarting your receiver. To do this, press and hold the Power button for 10 seconds. This takes 5-8 minutes and will impact any DVR recordings in progress. If you have multiple receivers, reboot your wireless gateway by unplugging it from its power source. Wait a few minutes, then plug it back in.

 

 

Ariel, 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.

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5 Messages

This is NOT a reboot issue. I'm really tired of getting such non technical replies that are just hopeful guessing. But to humor you, I did exactly as you suggest and the issue persists. Unfazed.

Now for a productive conversation....

This is a software error that has been re-introduced. This has occurred once before in the last 12 months and AT&T gave useless advice then too until they rolled out a fix.

This is poor QA and Dev work. And when AT&T does this, they need to roll back the non stop incessant and unnecessary updates. I would prefer if AT&T provided a user setting that would allow me to prevent pushed updates unless it's critical to maintaining service.

I would suggest you TEST for this error on all your supported equipment in service with customers... not just your latest devices. It is not hard to reproduce and I've found the biggest issue is that AT&T tech support simply doesn't research that someone has already reported the issue within your organization... especially when it's this easy to test for.