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Unable to update/view/delete series

Ever since the switch over to Spectrum and the software updates, my Cisco DVR has been deomstrating some odd behaviour that is mirrored in the updated TWC TV app.

 

One particular series (it's the Powerpuff Girls on Cartoon Network), seem to be corrupted on my DVR. It will record each episode, but when I go into the List to play them, not only does the preview image for the series always show a different show (seemingly random) but none of the recorded episodes will play because none are listed, despite the previous screen displaying multiple episodes recorded.

 

Further, when I try to play them on my TV by way of the TWC TV app on my Android phone, it only plays the OnDemand version of the episode (if the episode is too new, nothing plays). I'm only able to delete the episodes by way of the smartphone app.

 

Finally, I tried removing the series entirely by way of Series Management. Neither the DVR nor the app presents options to remove this series. My initial troubleshooting steps have affected no change. I've reboot the box multiple times (including unplugging it and/or rebooting from the settings/developers menu.

 

Am I stuck with having to return this box for a fresh one? Seems like I've gotta do this about once a year for varying reasons and my inconvenience. Has anyone else experienced this?

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Re: Unable to update/view/delete series


@jedimasta wrote:

Ever since the switch over to Spectrum and the software updates, my Cisco DVR has been deomstrating some odd behaviour that is mirrored in the updated TWC TV app.

 

One particular series (it's the Powerpuff Girls on Cartoon Network), seem to be corrupted on my DVR. It will record each episode, but when I go into the List to play them, not only does the preview image for the series always show a different show (seemingly random) but none of the recorded episodes will play because none are listed, despite the previous screen displaying multiple episodes recorded.

 

Further, when I try to play them on my TV by way of the TWC TV app on my Android phone, it only plays the OnDemand version of the episode (if the episode is too new, nothing plays). I'm only able to delete the episodes by way of the smartphone app.

 

Finally, I tried removing the series entirely by way of Series Management. Neither the DVR nor the app presents options to remove this series. My initial troubleshooting steps have affected no change. I've reboot the box multiple times (including unplugging it and/or rebooting from the settings/developers menu.

 

Am I stuck with having to return this box for a fresh one? Seems like I've gotta do this about once a year for varying reasons and my inconvenience. Has anyone else experienced this?


Greetings,

As this update shows problems with the Powerpuff Girls data on BOTH the Cisco box AND the TWC Data Application, I would say this is not a box issue.  This could be corrupted data from Gracenote.  Gracenote is the company that supplies the program listing data to TWC-Spectrum.

 

Hold onto the box for now and get a support ticket opened for this issue by sending a PM about this issue, along with your name and account information to @Forums_Help

Give your State, City, and Zip Code along with your Cisco box model number, a description of this issue affected both recording listings on the Cisco Box and TWC TV application playback.  Be sure to give the model number of your Cisco box in your PM to TWC-Spectrum.

 

Within that PM ask for two things specifically after giving your account information, the model of your Cisco Box, and your story:

 

1.) Have TWC-Sepectrum try to reproduce the errors by recording PowerPuff Girls on Cartoon Network in their New York Office as both an episode and series.  Have them try playback on the Cisco box and on the TWC TV application.

 

2.) If TWC can produce the issue in the office that you have, they should forward a bug report to the guide developers/Gracenote to fix this bug.

 

3.) If TWC can not produce the bug on the exact Make and Model box or TWC Spectrum TV application, than ask them to forward this information to your specific TWC Spectrum Office's head-end and TWC will ask your head end office to test a recording of Powerpuff  Girls on Cartoon Network on that Cisco Model Box and mobile TVapplication.

 

 These processes of elimination will tell many things:

 

1.) If both the main TWC head end and your TWC head end show a problem with the box and data, Gracenote needs to be contacted to fix the listing error.

 

2.) If just your area is having a problem with the Powerpuff girls show, this needs to be tested in the office for your area.

 

3.) If TWC main head end is not having a problem with the show, and your local area is not having a problem with the show, it could be a problem with your node.

 

4.) If it is not a problem with your node, it could be the box, but this is EXTREAMLLY unlikely.

 

1.) First is to contact @Forums_Help with this story, and ask them to do some test recordings of Powerpuff Girls on the boxes in the office and on the mobile application.  (Remember, give the model name of the Cisco Box so they no what box to test.)

 

2.) If tests are good, the support ticket needs to go to your local division office with a follow up request to record the show on the box and on the mobile application in your own division.

 

3.) If there is a problem with steps 1 or 2, Gracenote needs to be contacted about the listing data as possibly corrupted.

 

4.) If steps #1, #2, and#3 all check out, a tech may need to come out because at that point, it might be something related to your specific node or box.  I am thinking listing error at this time.

 

Oh, and lets say in these test that TWC-Spectrum checks out the Powerpuff Girls on the Cisco box with the problems and say for example they do a follow up check on a different box, like an Arris with the same issues.  That will be a listing error, and needs to be reported to Gracenote.

 

Satch