Originally Posted by MVPinBoynton
Thanks so much for the info. I couldn't find Ron's question in the string, but the responses make it sound just like what I am experiencing. I was able to get an SA8300 and it seems to work much better.
The link should have taken you right to it. For the record, this was what I intended you to see:
Hello. I'm at my wits end with a big problem with your new guide. I'm in Memphis, TN where we've had your guide several months or so. There's good and bad about it in general. However, I find that when trying to record 2 things at once on my dvr, it causes big issues. If 2 things are recording and I want to watch something already recorded, in most cases, it will cause one of the recording channels to go black like a loss of signal. The way I know this is when trying to watch that show later, it shows it's been recorded in full (ie: 30 min), but once into the program, it abruptly ends. And it coincides with the time I started watching the other recorded program. The only way to get the channel back from black is either when the program finishes recording the black, or if I stop the recorded program. Then the channel pops back on.
I called Comcast and they told me the only way I could use the dvr now with the new guide was to watch one of the two shows I'm recording. Wrong. I tried that and sure enough, the show I was watching through the dvr (so I could eliminate commercials), stopped exactly at the moment, I started watching the current recorded show through the dvr. This happens only when two things are recording at the same time.
Is this something we as paying customers have to deal with as I was told by the representative on the phone, or is this an issue with programming that has yet to be fixed and Comcast released the new guide software too soon? Either way, please let me know something soon. I'm really about to switch service. Thanks, Ron
Hello Mr. Lefkowitz and thanks for your question and feedback.
We are aware of an unfortunate DVR truncation issue in our SA/Cisco markets where recordings end early and may get cut off. The Cisco and Comcast teams have been able to reproduce this. The teams have recently identified the issue and have prepared a solution. We have tested the fix in our labs and in a few field locations to verify and validate.
The truncated recordings situation is resolved in the next guide software release. We are targeted to start deployment of this solution (along with some other key fixes and enhancements) over the summer. We plan to start in Connecticut and Mississippi and then rolling on a market by market schedule with multiple markets scheduled each week.
There are a few typical conditions that trigger the truncated DVR recordings. They usually involve performing any DVR functions like FF, REW, Skip Ahead, etc. while another show is recording. I understand that this is how the large majority of our customers actually use their DVR. Unattended recordings are not seeing the truncation issue.
As the core guide is now in place, we expect that all locations should have the next version of the guide with this fix by the end of the year, some areas will start geting the fix starting over the summer.
We certainly realize that this is a significant customer issue and an inconvenience but I wanted you to know that a fix is in process.
I apologize that this issue was not uncovered and resolved earlier. It did not appear in our initial lab tests, employee or customer trials.