BT TV Box lost all recordings but still showing on app

[Ben36]

Our BT TV Box was in Maintenance Mode when switched on this morning and following prompts to a software reset (recommended) our entire recordings library was gone. I use the BT TV app and strangely all of the recordings are still showing there. I have tried another Maintenenance Mode / Internet reset but still nothing. Any help greatly appreciated! 

Thanks 

Ben 

[zulu17]

Hi @Ben36  

it may be the Youview/BT box is no longer paired to that mobile device . 
So whilst the mobile device app may think that it is still paired to a  Youview/Bt box that particular registered device may as a result of the forced resets no longer be active and a “new” registered device now exist.

[Ben36]

Thanks @zulu17 

I assume there is no way to retrieve our recordings on the bt tv box? 

[TimCurtis]

@Ben36 

Retrieving old recordings is possible for SD ones only as HD are encrypted.

It requires removing the HDD , mounting on a Linux computer and copying off the recordings & probably encoding them to a different video format to play either on a computer or a smart TV.

I can go into more detail via a private message if you feel that approach might work for you.