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Spectrum Cloud DVR Malfunctioning AGAIN!
Issues with Spectrum's Cloud DVR reached such a fever pitch last Spring that company officials were finally forced to acknowledge the many bugs in the system. Over a period of months, these problems were largely corrected, and the Cloud DVR had been working fairly well overall — that is, until the last couple of weeks, when once again, serious issues arose.
This time, there is a bug that activates when trying to speed-search through a section of a program, such as when one is attempting to skip through commercials. What happens is that after resuming Play, the video runs for a few seconds, and then the screen goes dark, with the wheel of death spinning indefinitely. Trying to resume the program, whether from where it left off or even from the beginning, produces the same result. Thus, the remainder of the program becomes unwatchable.
This issue needs to be addressed and corrected.
Best Answers
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@azure57 Will you please try rebooting your modem and router? The app is reporting errors to us typically caused by an intermittent internet connection, and when you last tested your Mac it was only streaming at a bit rate of 2.38 Mb/s. Connection issues will be exacerbated when skipping forward or back through a recording as that forces a buffering event. After rebooting please test as close to the router as possible, or even better connect with an ethernet cable if possible.
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You mentioned using an iPad which would be WiFi only, but thanks for confirming it's happening with ethernet too, and that rebooting hasn't helped. I'm sorry the problem is getting worse now.
I've been testing this myself and have not encountered the same problem, nor do I see others with this complaint here or on any of the other social media platforms that we monitor. The app is reporting errors to us you are getting that are caused by connection issues. We can see the total number of customers getting these errors and there are few total and no increases. At this time there is not enough evidence to conclude a problem with the Cloud DVR itself and we will need to continue troubleshooting it as an individual issue until that evidence changes.
If you run speed tests are you getting your full subscribed speed consistently? Are you able to connect just one device straight to a modem, reboot the modem (needed to get internet again), and test if the same thing happens with that device? I understand the issue is happening with both modem/router setups, but there may be something in common between the routers on both that is causing issues.1 -
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Using our diagnostic tools, we were not able to replicate the issue with the recording. We were able to stream the recording in it's entirety without error.
Please try resetting the devices from the settings menu to clear the history. If the issue continues, please try a different non-Apple device or you may need to contact Apple support directly for further troubleshooting.
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@azure57, We're not certain, we are just troubleshooting. I think it's a connection issue. Different apps handle intermittent connections differently. I see your Mac trying to stream through the browser again yesterday and was down to a 2.31 Mbps bitrate, which is concerningly low for a device connected with an ethernet cable. Are you able to test this with another source of internet such as mobile data?
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ACD-1000 is a general connectivity error. Simply put, it means the app is not communicating with the modem. These errors are individual, location based issues. The other post you mentioned was split and moved, because while symptoms are similar, it was an entirely different and separate issue.
We can send some refresh signals to modem. The next step on your end would be to restart the modem, and restart the Apple devices from the settings menu. You should also check all coax connections to ensure they are thumb tight and if there are splitters, they may need to be bypassed. Last would be to delete and reinstall the Spectrum TV app again. Even if these steps were completed previously, they would need to be completed again because you are still seeing the same errors. Since you are connected to the devices by ethernet, then you may want to try connecting the devices using WiFi and test again. Cabling issues, bent cords, damaged connections can also cause connectivity errors. Looking a little deeper, I am also seeing that you made a video subscription change in the last 10 days. This can also cause the app to throw errors, similar to the ones you are seeing, until the app has been reinstalled and devices have been reset from the settings menu.
"Morning Joe" is in your scheduled recordings list and was recorded yesterday. Today's recording appears to have been interrupted by the connectivity issue. However, it can sometimes take up to 24 hours for recordings to show on your cDVR once they have completed. If you continue to see an issue after following the steps outlined, let us know if you would like to continue troubleshooting the potential connectivity issue.
Thanks!
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Conversation has run it's course, it has been closed.
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