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Why are so many recordings failing to play
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10-21-2023 04:21 PM - edited 10-21-2023 04:36 PM
TelusTV-21T Optik TV.
In the last 3 days I've had three (3) recordings that completed but would not play.
All three showed in the recording list as completed.
However, when selecting two of them I was rewarded with only a "record circle" in the right pane when selected. As if it was asking me to record the program. The only other option I had was to cancel the recording.
When I tried to cancel the recording, it reported and error - cannot cancel recording. I could only remove the recording from the list by rebooting - the PC app did not even show the recording in the recording list.
The third recording just displays "Playback Error - Sorry an error has occurred. Please try again."
I was really looking forward to these recordings and put time aside to watch them - this is becoming beyond frustrating!
One was related to curling and one 1 show of my wife's that I can't remember the name of (not recorded) and one was the Formula 1 shootout (would not playback).
Edit: Clarified settop box
28 REPLIES 28
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11-23-2023 08:27 PM - edited 11-23-2023 09:29 PM
I think I figured out the issue with the bad recordings on TelusTV-21T with the recording (red) circle.
I set up a Grand Slam of Curling series recording a month or so ago.
I have had numerous bad recordings on my TelusTV21 settop box from this series recording.
On the TelusTV-21T settop box today - at 5:00 we found a new bad recording on a 4:00 recording for a current channel 911 Grand Slam of Curling: Tour Challenge, Women's Final: Team Jones vs. Team Lawes.
On my TelusTV+ app (via PC) - I show no such recording.
However when I check the guide there is a current episode playing on channel 911 with the title described above, with a timeslot of 4:00pm to 6:30pm. i.e. It is currently playing on the guide but not recording.
I'm reasonably convinced there is a title match criteria filter difference between the TelusTV-21T settop box app and the PC/iOS Telus TV+ app implementations for series recordings.
Optik-Kate: Please have your developers (Telus or 3SS) take a look at this!
... Unless this has been resolved in the next release of the TelusTV-21T settop box application release ...
Add on edit:
Noticed that on TelusTV-21T settop box, the bad recording entry shows as "recording now" in the recording list. However, when I go into the recording, it shows the recording (red) circle.
If I go into the new manually set recording, the exact same recording that shows the recording (red) circle in the bad recording, shows a play recording option - which works.
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11-24-2023 08:40 AM
Fantastic sleuthing @Grimmt !
You should be on their development team as a Beta tester to flush out the bugs ( oh wait,,, we are all already doing that 😭). But seriously, great investigation into the cause. I'm sure hoping it leads to a timely solution.
My question still is, why can't the errant recordings be removed by someone?
In my mind you described a timing event that causes the mismatch.
So when that event occurs and then passes the trigger is also gone, so therefore the errant Red Circle is a singular and therefore the recording could be deleted by someone in the backend. But it isn't, they just sit there,,, as more keep adding. Hopefully that made sense.
So @Optik-Kate why aren't they removing them??
You should be on their development team as a Beta tester to flush out the bugs ( oh wait,,, we are all already doing that 😭). But seriously, great investigation into the cause. I'm sure hoping it leads to a timely solution.
My question still is, why can't the errant recordings be removed by someone?
In my mind you described a timing event that causes the mismatch.
So when that event occurs and then passes the trigger is also gone, so therefore the errant Red Circle is a singular and therefore the recording could be deleted by someone in the backend. But it isn't, they just sit there,,, as more keep adding. Hopefully that made sense.
So @Optik-Kate why aren't they removing them??
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11-24-2023 10:01 AM
Hi @Grimmt , great sleuthing! From what I can gather and understand from the ticket, you're right on the ball. This fix is apart of the release we'll be rolling out at the end of this month.
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11-28-2023 07:14 PM
Well,, now all recordings and scheduled are deleted..
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11-28-2023 10:48 PM - edited 11-28-2023 10:49 PM
The new release has been pushed out - I noticed the application version has been updated.
For me, the bad recordings have been pruned out and my recordings are fine, as are my scheduled recordings.
Is there a chance you caught it immediately after the update and the recording settings were being reloaded?
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11-29-2023 06:32 AM
They were all gone on Sunday evening and I waited a few more days to see if anything changed, nope. Started rebuilding (3rd or 4th time I've had to do this ) the scheduled recordings list.
I'm showing 1.23.10.400_release
I'm showing 1.23.10.400_release
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11-29-2023 11:21 AM
Maybe it’s a rolling release.
I have two set top boxes, one set top box like yours at 1.23.10_400 while the other set top box shows 1.23.11_400
The old version still shows the bad recordings while the new release has removed the bad recordings.
There are some other changes (I.e. New/Live flags appear in the guide); I’ll play around with it today. I don’t think it’s a beta as I haven’t received any communication from Telus.
Lucky for us, no scheduled or existing recordings have been affected.
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11-29-2023 01:57 PM
Hi @Grimmt I'm working on a list of new features/fix to post soon. We started the rollout yesterday, and yes, it's a phased rollout looking to be completed in the coming week!
@RobG3987 1.23.11_400 is the new version. I think the recordings that got wiped may just be the previous version's bug, unfortunately. It's not wiped because of the new release.
