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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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Here's a work-around: add all your favorite shows that you are recording to your "watch list". Go into the watch list, select a show, then select "episodes" and select the episode you want to view - which essentially is the "on-demand" function. If the episode is in your recorded shows list, delete that episode and you can then view it per the aforementioned method. You may or may not be able to fast-forward, but it beats not being able to view a show that we were't able to watch "live".
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Cloud DVR playback of recorded shows still fails with code XSTRP-4001 - one week now. Can't find a definition for that code, but it's definitely something at the back-end, not anything to do with customer equipment or signal strength (live TV is fine with no dropouts, etc.). I have 4 recordings from last evening that I cannot access, but if I delete them, I can then watch the same episode from On Demand. I'm beginning to think "Cloud DVR" isn't really necessary and definitely isn't worth paying for if this continues. C'mon, Spectrum - FIX this problem, please!
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This is absurd - rebooting of devices/disconnecting from the signal source is NOT the answer here. The problem is either with the back-end software or something's wrong with the Spectrum app or both. Unacceptable! FIX THIS PROBLEM, please!
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Additional info - tried playing back recordings via a browser on my computer, and they won't load. Just get a spinning icon and the word "loading". Waited 5 minutes, no results. From what I can tell, this is some sort of indexing problem. The back-end software can't find the recording due to the request not having the correct file name or something similar - like looking in the wrong cabinet to find something that's in a different location. Should be an easy fix.
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It's been 1 week now, and still unable to play back recorded shows - same "XSTRP-4001" Program Unavailable. Worked fine before last weekend. Nothing changed on this end, so it's definitely Spectrum's problem. Calling support results in them following their script requesting that you reboot everything or wanting to "schedule a technician to "check your connection" which has nothing to do with the problem. VERY disappointing!
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Started having the Cloud DVR issue over the past few days. Love Spectrum 1G internet service so switched from YouTube TV to Spectrum Streaming because Spectrum includes the History Channel. Will stay with Spectrum Streaming for a week or so but if these issues remain I’ll go back to YouTube TV. Fast forwarding through recorded programs was much easier and playback was flawless with YouTube.
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Good Afternoon
If people are having non-stop issues with Cloud DVR, and they have done all the rebooting stuff, I would recommend switching your account to a traditional Spectrum DVR box. Make sure you get a tech out first to make sure your signals and lines are OK. Than get a regular DVR box. Don't get the XUMO streaming box! That has problems similar to cloud DVR and in my recommendation is not ready for prime time.
You will get all the functions that you are supposed to get with a traditional DVR, like the ability to pause live TV and have greater control over watching and searching for shows. I consider the Cloud DVR and XUMO to be Beta products because they are very, very buggy.
Satch
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I would rather go back to Amazon Fire TV stick with DirectTV Stream, which worked flawlessly, but cost me $85 a month (Spectrum internet and TV are included in my HOA dues). Spectrum TV app won't run on a Fire TV Stick, either, and it's fiber only in my development. As far as I know, there is no Set-Top box for fiber. This is a Spectrum TV app problem,, not the Xumo box or anything else. Cloud DVR worked great until a week ago and apparently their "engineers " aren't able to correct the problem.
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Spectrum, what is the status of the Cloud DVR issue where playback of recorded programs is non-functional? It's been over a week since I reported the problem and nothing has changed. On top of that, on-demand playback won't work if a particular program has been recorded and requires deleting the episode to view the on-demand. This points to On Demand being tied to Cloud DVR, something else you should be looking at.
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One week and still can't get Cloud DVR recordings to play back. Also can't watch same recorded episode from On Demand unless I delete it from Cloud DVR, so there's a link between the 2 services. How about it, Spectrum - when is this going to get rectified? I've also tried using the Spectrum app from my Samsung TV's "smart center" with the same results. This isn't anything other than a problem with the app or its back-end (Spectrum-side) processes.
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Just wanted to add my name to the many Spectrum customers having the same issue. Like everyone else I have performed all the suggestions to resolve the problem without success. There really is a problem with the Cloud DVR that I switched over to help lower my cost. As a Long time customer I am now thinking more about dropping my Spectrum service and trying a different internet service. I would hope Spectrum sees that they are loosing customers over the lack of progress on this problem.
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I am also having this issue on playback of recorded shows with streaming DVR service. It certainly appears to be a Spectrum issue at the main site. Maybe they should consult with youtube to see how they get it to work on Youtube TV. It works great.
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It works great on Direct TV Stream, too. I talked with Spectrum support today and they're working on the problem but don't yet have a timeframe for getting it fixed.
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I was getting the same xstrp-4001 error trying to watch dvr recordings. Mine just got fixed. The problem was the Humax modem. They switched my modem to a Sagecom modem and that fixed the problem.
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You have cable service, then, while my "Bulk" community is all fiber-optic. Both of the modems you mention are for copper cable installations. Doubtful that a modem change would fix the problem for my situation, since it worked great for about 2 weeks and then stopped working. The problem is on the back-end for fiber customers.
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Today makes 2 weeks since this issue started for me, and no end in sight. Can't watch recorded shows via the app on Xumo or Samsung Smart-Center, and via the website. C'mon Spectrum - get with the program already!
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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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