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Spectrum Cloud DVR Malfunctioning Redux

azure57
azure57 Posts: 22 Contributor
in Spectrum TV App Feedback - Apple Devices and Apple TV

I'd like to know why the discussion about a topic that I started a few days ago — see Spectrum Cloud DVR Malfunctioning AGAIN!(https://community.spectrum.net/discussion/comment/192723#Comment_192723) — was abruptly closed last night, despite the fact that the issue I raised was far from resolved.

Best Answer

  • James_M
    James_M Posts: 5,122 ✅ Verified Employee Moderator
    Answer ✓

    The referenced conversation has run it's course. We have attempted to engage in troubleshooting the issue that our diagnostics identify as a connectivity issue.

    I would invite you to review the Community Guidelines. Specifically, "Spectrum reserves the right to edit, remove or ban any user or post at any time for any reason. Moderators have sole discretion to take any action they deem necessary to support the Guidelines or the Terms of Use." This Community is intended primarily to be peer support, and moderators step in and assist as needed. We will continue to monitor for additional examples, however at this time this issue appears to be an individual issue. The original post remains public. If we get different or additional information to the contrary, we will definitely advise.

    If you change your mind and would like to actively troubleshoot this issue further, please let us know, we are always happy to assist.

Answers

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

    There is currently no widespread issue with Cloud DVR, so this is not the same as the previous cloud DVR issue from last spring. You reported an issue with specific recordings. We are able to mirror the recordings with our diagnostics and did not see the same issue. This points to an issue with your connectivity or with your devices.

    It's been a few days since you reported the issue, when was the last time you experienced an issue with cloud DVR playback or missing a recording?

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  • James_M
    James_M Posts: 5,122 ✅ Verified Employee Moderator

    Thanks. For this, we suggest reinstalling the app and restarting the Apple TV from the settings menu, or restarting the Apple device (ie. power on and off the iPad). If the issue occurs again after following these steps, let us know.

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    edited November 26
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  • James_M
    James_M Posts: 5,122 ✅ Verified Employee Moderator

    We do have an update - 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, but look for fix to be implemented soon.

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