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Cloud DVR Playback Issues (recordings are freezing) - UPDATED 4/18/24 with a message from Spectrum
Comments
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I have the same issues with the cloud DVR. The problem started within the last month for me, it worked fine until then. The issues are definitely on their end.
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I watched about half of a recorded event and when I wanted to finish it, it won’t load. Shows it’s there with the progress bar about halfway through but nothing happens but the 3 circles acting as though it’s loading. No error messages just returns to normal tv.
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Cloud DVR has not worked for me for 2 months. Spectum,what is going on. This is a real problem.
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Good evening @Freedonuts and Welcome to our Community Forums
Thank you for reaching out to us about your Cloud DVR not working as intended. I am sorry you have not been able to finish that recorded show. Is this happening on all of your devices or just one? Are you outside of the home when trying to view this or on your home network? - Lyn
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this is happening to me everytime! Please find an answer! I pay way to much for this not to work right!!
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Agree, a continuing problem, despite following all the steps advised. Very frustrating and expensive failures.
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at home, didn’t check other boxes. Hours later it finally allowed me to view it.
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I moved from a state with a Comcast/xfinity stronghold and we NEVER had these issues with “cloud DVR” maybe you should offer some real DVR that will consistently work. We are moving unfortunately to a location we will have to stay with spectrum, not happy as we are having issues daily, we may need to switch to a dish service. At least then we will know why it is t working like with weather systems!
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DVR playback on most shows, stops, buffers, comeback blurry or put up a code. I've called 4 times. Reset tvs, modem, router. Deleted and reloaded app, same problem. They sent a technician to the house and he confirmed the cable and the equipment are functioning normally. We went to the app to save money but this is more aggravation then its worth. I don't even mind the no thumbnail thing, but stop telling your customers to reset everything like it's our problem when clearly this app isn't working as advertised
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Good evening @s_112 and Welcome to our Community Forums
Thank you for reaching out to us about our Cloud DVR. I am sorry this is happening. Is this happening at all hours of the day or during a particular time frame? Also, have you attempted to watch any content when not connected to your Internet? -Lyn
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This happens mornings and after 6 in the evening. I havent watched anything else without internet as that is all i have
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I just want to chime in on this and report I have the same issue with the cloud DVR from Spectrum.
This needs to be resolved soon or I will be dropping the Spectrum TV portion.
I really like the DVR option but it's almost unusable for playback. As of right now I regret changing from my old provider.
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What is Spectrum doing to fix the stopping of sound, video @ freezing on Xumo?
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Anyone,
If you are having non-stop problems with DVR, switch your account to a standard DVR box. It's more reliable, and you get more traditional playback features. Call Spectrum to set up an appointment to make the switch on your account. They will send out a tech to check your signals and lines, and than install a traditional DVR box. You will find this better to use. Too many bugs with Cloud DVR service.
Satch
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Hey all, I'm here in Texas experiencing these same buffering and strp-4004 on Spectrum TV Cloud DVR. It started after I got a maitanance message regarding the Spectrum TV App. This is getting annoying as all my recordings end up with errors Anyone actually get thorough to Spectrum about these errors? They seem to just make you run the normal troubleshooting stuff that doesn't fix anything.
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Here in SC on 2 Apple 4K's connected to 2 different TVs …. Cloud DVR stops randomly / sometimes even when clicking to fast forward the show will reset and start from the beginning-
With others on this - it is extremely frustrating
This does not happen on live tv nor other streaming services running on the Apple 4K
on iPAd app - the playback does not stop but does get random glitches on the screen
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DVR playback on most shows has very blurring picture, will lock up, excessive buffering, and 3 blinking dots. Most of the time, if you get the 3 blinking dots, you will eventually get some sort of system message telling you that "something didn't work quite right, please try again later".
After ensuring all software up to date on TV (AUTO update when TV turned off), I tried adding a Xumo Streaming box to the TV. It worked for 1 day with no DVR issues. On the second day, the original problem of blurring picture, will lock up, excessive buffering, etc. when viewing cloud DVR recordings re-appeared.
On both the TV and with Xumo box installed, I stumbled upon a work-around for the fuzzy picture, excessive buffering problem. Start up a recording to confirm fuzzy picture. Once confirmed, fast-forward the recording to the end, then hit the BACK BUTTON to exit the recording. When you then go back into the same recording, there is now a normal, CLEAR PICTURE and no excessive BUFFERING for the entire recording.
If you go back into the same recording later on, original fuzzy picture, buffering problems reappear. However, workaround still works if re-applied.
Any other help available?
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I've been using the Cloud Plus DVR service for about three years now. Last night, all 63 of my recorded shows simply disappeared, as did all of my scheduled recordings.
I used the Spectrum app chat and was told "your Spectrum Account was migrated to a different service area" and "there is a known issue with the CDVR when your account was migrated all the CDVR recordings were deleted and we are unable to restore them".
Given that there was no communication or warning from Spectrum about moving to a new service area, nor the possibility to lose data, I am highly skeptical of this response. Plus, this would have had to happen to thousands of other users, and I just haven't seen anything on this.
Does anyone have a rational explanation on what might have really been going on (like a massive hardware failure or an unreported ransomware attack), and since it's a cloud service shouldn't they be able to restore?
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We have experienced this same issue.
Prior to noticing the missing recordings, when we opened the app on our Samsung TV, the Home screen had zero information. It was as if we'd never used the app. We had to go to the guide and select programming. After that, the home screen began to populate. It has saved our favorites, but all recording settings and shows are gone.
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@Lunatic , yes, exactly the same happened for me on my Apple TV. Had to restore default settings (sort order and the like), but it was like I'd never used the app before. Everything seems to be back to normal now except the recordings (which to me is a pretty big deal).
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Hi @whalenms, @Lunatic, welcome to our community!
Our engineers have been working hard to resolve issues with the cloud DVR service. While certainly not intended, loss of recordings could happen. It may be worth rebooting your modem and signing out/in of the app, but unfortunately if the recordings are still gone at that point there would be no way to recover them. I recommend checking to see if those episodes are available on demand or scheduling them to record again when they next air. I'm very sorry for this inconvenience.
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@William_M , thank you for your response. I did reboot everything and sign out/in last night with no luck. This is disappointing. The chat agent's response last night indicated that this was a planned event (migrating to a new service area) where losing Cloud DVR recordings was a known side effect. If that was the case, why wouldn't I have been notified ahead of time about this? At a minimum, I would have probably watched a few of the shows, but definitely taken a picture of the recordings I had and the timers I had established and outstanding episodes recorded that I haven't watched so I could get back to "normal" as soon as possible. Technical glitches happen, I get it. But if this was planned and known, I am bewildered as to why customers wouldn't have been notified to help prepare for this? Ouch.
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I am having the same issue with the Spectrum app and 500gb (consistent) service. When playing back a cloud dvr recorded video, it freezes. Sometimes it goes black. Some recorded videos speed up for a second or two. Some jump forward. I was missing over 20 minutes of one recorded show this week. I have tried ALL THE TROUBLESHOOTING steps REPEATEDLY. Nothing has worked. I've watched recorded videos via the Spectrum app on Roku, Apple TV, Xumo and my phone via ethernet and where I could via WiFi. It still happens. I've tested the same recordings on YouTube TV. It doesn't happen on them. There is CLEARLY an issue. This started about 6 to 8 weeks ago. It has become impossible to enjoy a recorded program via Spectrum's DVR Cloud. PLEASE FIX IT.
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The work around I mentioned I discovered myself. After trying other ideas, I wondered what would happen if I fast-forwarded the recording, then restarted it. I was shocked when I restarted the recording after fast forwarding it and it displayed with NO FUZZY SCREEN, NO FLASING 3 DOTS, NO EXCESSIVE BUFFERING. Just a clean picture like when in LIVE mode.
As noted, this work around is REPEATABLE. It works almost every time with Smart TV running off WIFI (500Mbps). When tested with XUMO stream box, problem occurred less often, but will still occur 2-3 times per week. When it does occur, I have noticed that it sometimes clears itself within 1-2 minutes. I tested the work around when it didn't clear within 1-2 minutes, and it worked in that situation as well.
I have 2 Samsung TV's. On our Samsung UN50CU8000 Smart TV, this problem occurs on 99% of every DVD iCloud recording I made. It has NEVER occurred on our Samsung 55" Terrace Outdoor TV. We play cloud DVD recordings on both units on a regular basis.
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same thing happened to us today after yet another random outage yesterday.
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This is totally unacceptable but I guess if we pay $4.99 a month for cloud DVR we get what we pay for. With all the competition out there you might to up your game!!
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Hello @StlMini
Welcome to our Community Forums! Our engineers have been working hard to resolve issues with the cloud DVR service. While certainly not intended, loss of recordings could happen. It may be worth rebooting your modem and signing out/in of the app, but unfortunately if the recordings are still gone at that point there would be no way to recover them. I recommend checking to see if those episodes are available on demand or scheduling them to record again when they next air. I'm very sorry for this inconvenience.
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We have XUMO now with DVR cloud. We have 3 or 4 shows recorded now however 1 show will not play we get XSTLP-4001 code. I reset modem and router already.
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