Cannot record and all scheduled recordings disappeared

[RussK]

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

[DarrenDev]

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?

[RussK]

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.

[DarrenDev]

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

[RussK]

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?

[rbz5416]

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.

[RussK]

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

[RussK]

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.

[DarrenDev]

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.

[RussK]

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