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Profiles and Recordings Deleted
Appears there's been a recent update:
App version: 1.26.3.200
Config timestamp: 2026-02-11...
The two account profiles that were on the my Home bar settings are gone... deleted?
And all recording content - Recorded and Scheduled have disappeared... deleted?...as well.
Tried restarting and unplugged, etc without success. Doesn't even appear that the option/function to setup individual profiles is available anymore...not showing in the Settings dropdowns...let's put it that way.
Any comments on these actions...Tellus?
Hi Optikal_Speak Eggman111 Micky0514 MFortGarry Rocky3
The team has pushed an update to resolve the issue with disappearing profiles; you may need to reboot the box for the change to take effect. They are still working on fixing the inability to change profiles.
23 Replies
@KHR @Eggman111 Micky0514 @MFortGarry @Rocky3
Thanks for update and fix...much appreciated!
Appears all is back in working order. I have (2) profiles and can switch between them and the recordings and scheduled are back as well.
KHRTELUS Team Member
Hi Optikal_Speak Eggman111 Micky0514 MFortGarry Rocky3
The team has pushed an update to resolve the issue with disappearing profiles; you may need to reboot the box for the change to take effect. They are still working on fixing the inability to change profiles.
I replied t all on this string with the @ format...not sure if it was successful. Only Micky0514 "changed" color
I had this happen on one box and fixed by changing the Icon for the user of that box.
Appreciate the advice...what's the procedure for that fix?
I have no visual on user icons. In Systems Info or Device Settings I can add or logout of accounts (i.e Google). If that's the direction, it's just as well to factory reset and start from scratch.
Currently it's just a glorified box (alà Amazon Firestick) with Guide, App acess, All Channels, ( i.e. no favorites), no recordings, etc.
Had the same issue just now. The profile icon disappeared after the update.
I logged back in to the STB with my Telus account and the profiles showed up again, but only the one I was watching before will work. Every other profile does nothing when I press the OK button on the remote.
I can use the profiles on the Telus TV+ app on my phone and watch recordings there, so they still exist. I just can't access them on the TV STB.
Hopefully this helps with troubleshooting for Telus.
I have the same issue as well. Same App version. I see all the profiles and recording on the Optik TV app but not on the Optik TV Box.
Does anyone have a resolution for this?
As for the suggestion that the box is faulty....I've only had mine for 5mths. I certainly would hope there would be longer life out of these things.Wouldn't be surprised. I'm on my 3rd box in less than 2yrs. Have you tried factory reset?
I've been away so haven't tried that last-ditch effort...yet.
TELUS_SupportOfficial Support Team
That's odd. Are you referring to an update for your Optik TV box or Is this for your Telus TV+ app?
Optik TV box... guessing it's kaput. I will try factory reset as last effort to correct this issue. Failing that, call in for replacement box.
- KHR
Can you please check telustvplus.com? If you don't see profiles or missing recordings there, it's unlikely that it's an equipment issue.
