This topic

Cannot record and all scheduled recordings disappeared

RussK — Wed, 20 Mar 2024 13:43:35 GMT

Guys,

@DarrenDev

Our main 4k recordable box (DTRT4000) had a software update yesterday which looks to be only about tweaks to the UI.

We now have the following issues:

1 - scheduled recording list has been emptied

2 - recording scheduled since yesterday afternoon have not recorded

3 - unable to record from the guide via the R button

4 - search for on demand content yields zero results

A factory reset (keep recordings) does not fix the issue.

Strangely, the EE TV app on my phone shows a full scheduled recordings list.

Our second 4k recordable box (same model) has not had the software update yet, and is behaving normally

Re: Cannot record and all scheduled recordings disappeared

DarrenDev — Wed, 20 Mar 2024 13:51:06 GMT

The app is paired to a previous incarnation of that box, so the list you see there will no longer update, and recording requests in the app will fail. You'll need to cancel that pairing now, and pair again with the box again to pick up its new cloud account.

From what you've described, it sounds like the box is failing to connect to the YouView cloud - although it's odd that it's still managing to connect to other servers (as it's not reporting that it's offline).

What happens when you try to record on the box now? Does it show an error?

Re: Cannot record and all scheduled recordings disappeared

RussK — Wed, 20 Mar 2024 14:01:38 GMT

Hi Darren.

I’ve unpaired the app.

Trying to record from the guide does not result in any error messages, just nothing happens at all.

Just to confirm that I am trying to record from the box, not the app.

Re: Cannot record and all scheduled recordings disappeared

DarrenDev — Wed, 20 Mar 2024 14:27:57 GMT

@David_H is this something you've heard of before? Box appears to have forgotten how to record?

Re: Cannot record and all scheduled recordings disappeared

RussK — Wed, 20 Mar 2024 14:30:02 GMT

And only since yesterday, when the UI was updated (the only noticeable changes were cosmetic).

The ability to watch on demand from the guide is now working.

It is just the recording function that is not working.

Is there a way of forcing a reconnect to the Youview Cloud?

Re: Cannot record and all scheduled recordings disappeared

Anonymous — Wed, 20 Mar 2024 14:37:16 GMT

When you say "Cosmetic changes", what exactly are you referring to? If your box is very late in picking up the EE branding, there have been a few reports of this appearing to nobble boxes.

Re: Cannot record and all scheduled recordings disappeared

RussK — Wed, 20 Mar 2024 14:42:00 GMT

I had already been through the update to EE TV branding.

This time the cosmetic changes have been to the fonts and graphics.

Component version 3.8.204

Re: Cannot record and all scheduled recordings disappeared

RussK — Wed, 20 Mar 2024 15:30:09 GMT

I have two recordable boxes as part of an old BT TV package I took up whilst working for BT.

I know that EE TV restricts users to one recordable box.

I hope this restriction has not now been applied as part of the software update.

Re: Cannot record and all scheduled recordings disappeared

DarrenDev — Wed, 20 Mar 2024 15:48:28 GMT

No - there is no restriction on recording capability, regardless of subscription type. No subscription is required for the box to support recording.
I suspect it's most likely a hardware fault, but @David_H would be the expert on that.

Re: Cannot record and all scheduled recordings disappeared

RussK — Wed, 20 Mar 2024 16:09:50 GMT

I hope it isn’t hardware. This box was a replacement for one that died last October!

Re: Cannot record and all scheduled recordings disappeared

RussK — Wed, 20 Mar 2024 16:13:47 GMT

I don’t know if this is relevant, but when trying to schedule a recording from the EE TV app I get a message telling me to turn on the TV and watch the show live at the recording start time. Sounds strange.

Re: Cannot record and all scheduled recordings disappeared

Anonymous — Wed, 20 Mar 2024 16:52:15 GMT

That's standard. If you're viewing the app in landscape you need to scroll down for the record options, at least on Android.

Re: Cannot record and all scheduled recordings disappeared

RussK — Wed, 20 Mar 2024 17:00:40 GMT

That’s not what happened. I clicked the record episode button and then got the message at the bottom of the screen (portrait mode).

Re: Cannot record and all scheduled recordings disappeared

DarrenDev — Wed, 20 Mar 2024 17:44:37 GMT

@RussK when you click on the programme you want to record in the TV app, the message is always shown at the bottom of the screen. The "Record episode" button in the middle of the screen should show "Episode requested" when you click it. When you then select My TV, then Recordings, it should show your request in the "History" tab with a "Pending" status. A few minutes later, that status should then change.

Re: Cannot record and all scheduled recordings disappeared

RussK — Wed, 20 Mar 2024 17:47:31 GMT

@DarrenDev

It worked exactly as you described, but in the History tab the recording request has a status of Failed (PVR error).

Re: Cannot record and all scheduled recordings disappeared

DarrenDev — Wed, 20 Mar 2024 17:49:35 GMT

OK thanks - that at least confirms that your box is synchronising with the cloud (otherwise it would have got stuck permanently pending). I've chased internally to see who'd be best to investigate this further, as it's beyond my field of expertise.

Re: Cannot record and all scheduled recordings disappeared

RussK — Wed, 20 Mar 2024 17:52:53 GMT

Thanks @DarrenDev. Appreciate your help.

Re: Cannot record and all scheduled recordings disappeared

David_H — Wed, 20 Mar 2024 18:42:33 GMT

Thanks for the heads up @DarrenDev

Hi @RussK as per the original post is the failure only related to app based recording requests or do those made from the EPG for any scheduled programmes, either Freeview (DTT) or one of the Extra (broadband) channels also have issues?

I've been able locate the two serials for your boxes on our backhauled event data but can only see a single partial recording failure reported for each box (on different days) rather than any scheduled recording failure.

I'll drop you a PM to get some more info and confirm the serial numbers are correct so we can open an investigation.

Thanks

David

Re: Cannot record and all scheduled recordings disappeared

RussK — Wed, 20 Mar 2024 18:59:58 GMT

Thanks @David_H.

Can’t record via the box EPG, and the entries that were previously in the Scheduled list have disappeared.

Also cannot record via the app, although I was only trying out that functionality to provide more clues to the reason for being unable to record via the box.

Re: Cannot record and all scheduled recordings disappeared

David_H — Thu, 21 Mar 2024 16:50:31 GMT

Hi all. After further investigation and help from @RussK we've determined that the box has suffered a partition or other disk related issue that is preventing new recordings from being made, so we're going to get a new box sent out.

Cheers

David