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Spectrum tv app cloud dvr Apple TV blackouts with spinning wheel

E5mi49
E5mi49 Posts: 9 Participant
edited November 22 in Cloud DVR

for the last couple of weeks, I’ve had this problem in which whenever I watch a recorded program the screen will go black and leave a spinning wheel in the timeline underneath the video. It won’t fix itself and will eventually close out the program. I’ll have to go back to the my recordings and attempt to restart where it left off.

please fix the app!

Best Answers

  • Renee_T
    Renee_T Posts: 842 ✅ Verified Employee Moderator
    Answer ✓

    Hello @E5mi49

    Welcome to our community! I'm sorry to hear about the issues with the Cloud DVR. Do you happen to have another device such as a smart phone or computer that you can try to watch the recorded content on to see if it's happening on other devices or if it is limited to just the Apple TV?

  • E5mi49
    E5mi49 Posts: 9 Participant
    edited November 17 Answer ✓

    I’ve tried using the iOS app on my iPhone and airplay it to the tv, and I’m still having problems with recorded programs going black and not being able to get through and finish them.

    Before the November 11th app update, I had no problems playing back my recordings.

    Please fix the app.

  • Jaleesa_F
    Jaleesa_F Posts: 534 ✅ Verified Employee Moderator
    Answer ✓

    @E5mi49

    Is this happening on all recordings? Or certain ones?

  • E5mi49
    E5mi49 Posts: 9 Participant
    Answer ✓

    just about every recording. It happens randomly. It can screw up a few minutes in or after an hour or longer. There is no rhyme or reason to it. Airplaying spectrum tv recordings from iOS seems to work better than the Apple TV app, but it still screws up randomly.

  • Jaleesa_F
    Jaleesa_F Posts: 534 ✅ Verified Employee Moderator
    Answer ✓

    @E5mi49

    That could be indicative of an internet issue, the app works in conjunction with your internet modem. I've checked your modem diagnostics. Although the diagnostics look good, it's been awhile since the modem's been rebooted. Please sign out of the app, reboot the modem then sign back into the app. Let me know if this helps.

  • E5mi49
    E5mi49 Posts: 9 Participant
    Answer ✓

    I deleted and reinstalled the spectrum tv apps on each device after I restarted the modem via the my spectrum app. I’ll check back in if I have any more issues. Thanks for your responsiveness.

  • E5mi49
    E5mi49 Posts: 9 Participant
    edited November 19 Answer ✓

    Yesterday, I followed advice recommending I restart the modem and delete the spectrum tv app on my Apple TV and reinstall it after the restart. I thought it was working, but tonight when I was playing back a recording, the screen went black same as before. I then closed the app, restarted it and played back the recorded program that’d just blacked out and it crashed at the same point during a commercial break.

  • E5mi49
    E5mi49 Posts: 9 Participant
    edited November 19 Answer ✓

    the blackouts seem to happen during commercial breaks rather than during the program itself.

  • Wgsx
    Wgsx Posts: 1 Newcomer
    Answer ✓

    This same issue has been happening to me too. Does not matter how many times I reboot the modem, reboot my router, still the same issue. I have even let the commercials play and then it happens after a few mins. It just seems ridiculous that the Cloud DVR service does not function as intended.

  • William_M
    William_M Posts: 1,320 ✅ Verified Employee Moderator
    Answer ✓

    Hi @Wgsx, I'm sorry to see our cDVR is giving you trouble as well. Have you noticed if this issue is happening on any specific channels or programs?

  • Kvangeis48
    Kvangeis48 Posts: 2 Spectator
    Answer ✓

    I am having the same Cloud DVR /Apple TV playback problems (blacks out - have to fast forward 1-2 minutes to restart - shuts down if do not fast forward). Spectrum app installed on one non Apple TV and a second Apple TV. Both TV's on same network. Problem occurs only on the Apple TV. Happens for all recordings - not specifici programs or channels. Modem reboot and reiinstall of Spectrum App made no difference.

Answers

  • James_M
    James_M Posts: 5,122 ✅ Verified Employee Moderator
    edited November 22

    @Kvangeis48

    Have you tried restarting the devices, including the Apple TV? It is recommended to reset from the settings menu to clear the history and cache on the device.

  • ann_d
    ann_d Posts: 1 Newcomer

    I have the same cloud recording issues - Apple TV - string Internet connections 800+ Mbps - not an Internet, modem or router problem - a Spectrum problem. Problem is much worse post updating their system (11/24). Cloud recording issues unstable at best! Disappointing service and certainly not representative of their media advertising asserting cutting edge communication,

  • Rflille
    Rflille Posts: 2 Newcomer

    I have the exact same issues and have seen many similar posts! Spectrum PLEASE FIX!!!!

  • twhjr
    twhjr Posts: 1 Newcomer

    I too also have had issues as of 11/20/24 … most happens on the Fox News Channel, but others too.

  • Kvangeis48
    Kvangeis48 Posts: 2 Spectator

    Already restarted all devices including Apple TV - and restarted/Cleared Cache. Problem persists. Has to be a Spectrum issue.

  • BMWTAXI
    BMWTAXI Posts: 3 Spectator

    I have the same issues. Recorded programs playback partially the I get a spinning wheel and blank screen. Happens on many channels. Very frustrating and similar to issues the app had earlier this year!

  • Maksim419
    Maksim419 Posts: 1 Newcomer

    I have been having the same issue since about a week ago. The recording blacks out with the spinning wheel on my main Sony tv that uses the Apple TV box. If I go to another room with a Samsung tv, I can view the recording. It also doesn’t work when I try to view it on my iPad using the Spectrum tv app. This is very frustrating. I’ve called Spectrum twice and nothing works to fix it.

  • Tyleen_Z
    Tyleen_Z Posts: 828 ✅ Verified Employee Moderator

    Thank you everyone for bringing this issue to our attention. I am not seeing any reported issues with the app on iOS devices so I have escalated the issue. I was able to gather your account information using your forum logins and have included it in the ticket.

    -Tyleen

  • JS08
    JS08 Posts: 1 Newcomer

    I am having this same issue! I start watching a recording on my cloud DVR through my Apple TV and the screen will go black and will not allow me to watch any more of the recording. This started happening around 11/15. I have called Spectrum support numerous times. I have reset all equipment and uninstalled and reinstalled the Spectrum App numerous times and nothing fixes the issue. What I find interesting is that I can log into my Spectrum account on my laptop and watch the show that just went black on my tv just fine. Please get this issue fixed! It is so frustrating not being able to watch my recordings.

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  • MelCraig
    MelCraig Posts: 1 Newcomer

    Same here. It’s been days of multiple different recordings freezing and going to a black screen. Happens on my Apple TV and my iPad. Internet works great (I work from home), so this is NOT an internet issue.

  • James_L
    James_L Posts: 8 ✅ Verified Employee Moderator

    An update for this concern - there's now an alert in our system indicating an issue with the Cloud DVR on Apple devices. Our engineers are working to correct this. There is currently no estimated time for this to be completed.

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