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Problem with Cox Contour/Record 6/Cisco 9865HDC Playback

9138 Views 5 Replies 5 Participants Last post by amb7247, May 8, 2017

davedlv

Discussion Starter · Feb 16, 2014

Since I've upgraded to this system 6 weeks ago, I've had intermittent problems with playback, both live and recorded past shows. When I attempt to playback a previously recorded show, a message to the effect that the program is not available "at this time" with suggestions to try again later or call Cox support with error code 2.1.2.7. Most of the time, trying later just gets the same result; on one occasion, a day after getting the original error message, the show played back normally. On at least one occasion, the error message occurred midway in an hour recording. Several tries to replay the show yielded the same error message at the same point. On live recording, intermittently I can't reverse or fast forward - it either doesn't move or jumps to the end or beginning of the recording. Problems occur on both host and client box. Rebooting host DVR solves the problems temporarily though not for previously recorded shows.

So far five calls to tech support and four visits from "technicians" - no consensus as to what the problem is or more importantly the solution. So far the host DVR has been switched once, both jacks and cables from jacks to boxes have been replaced; per tech support "signals are good" and outside connections have been checked by all four techs. Currently I'm awaiting a call from "IT" regarding the possibility of a software problem.

Would appreciate any thoughts as to nature of problem and possible fixes.

Thanks,

Dave

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davedlv

Discussion Starter · #2 · Mar 23, 2014

Really, no one in this august group has a thought??!!??

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Legasat

· #3 · Aug 18, 2014

Sorry for the necro-post, I just put this up over on the Cox forums. Thought someone over here might have an idea...

About 10% + of the programs that I record either won't play, or won't play all the way through. There are several scenarios:

1. Select a recorded program to play back and all I get is a grey screen. Stop/restart. FF/RW. no effect.

2. Select a recorded program to play back and I get a message that says something like "Cannot playback this recording right now. Please try again later." I try several times over several days, nothing.

3. Start to watch a program, and part way it just freezes. Sometimes I can FF and miss a chunk, but it continues playing later in the episode. Sometimes, no matter what I do it is just stuck.

4. I have received error code 2.1.2.7 several times, with an 866 number to call.

Are these symptoms familiar to anyone?

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domino92024

· #4 · Aug 18, 2014

Legasat said:
Sorry for the necro-post, I just put this up over on the Cox forums. Thought someone over here might have an idea...

About 10% + of the programs that I record either won't play, or won't play all the way through. There are several scenarios:

1. Select a recorded program to play back and all I get is a grey screen. Stop/restart. FF/RW. no effect.

2. Select a recorded program to play back and I get a message that says something like "Cannot playback this recording right now. Please try again later." I try several times over several days, nothing.

3. Start to watch a program, and part way it just freezes. Sometimes I can FF and miss a chunk, but it continues playing later in the episode. Sometimes, no matter what I do it is just stuck.

4. I have received error code 2.1.2.7 several times, with an 866 number to call.

Are these symptoms familiar to anyone?

Just a guess: Whole Home DVR setup, right? Poor WHDVR installation, most likely.

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Skeld

· #5 · Feb 27, 2016

domino92024 said:
Just a guess: Whole Home DVR setup, right? Poor WHDVR installation, most likely.

Sorry to bump a necro thread, but it's a confirmed software issue, actually (supposedly) drive firmware. I see you mentioned they swapped the head but the replacement may have had the same issue.

Cisco's issuing a recall and Cox is swapping out the 9865hdc DVR heads. They sent out mailing about it and setup a hotline for replacement. The specific problems are issues with ff/rew & content corruption (mailer said it would eventually completely fail).

The Cox hotline # for replacement is 877-751-8024.

They're offering self install/ship, pickup replacement from the Cox office or dispatch a tech to install and giving an on-demand credit (I think it was $5-6?)

Self install they ship you the replacement unit (3day fedex) and send you a prepaid label to return the old one.

One thing to note, they (for me at least) disable your old dvr head on the day the new one is delivered, so make sure you're caught up on recorded content and have a list of your dvr schedule, otherwise you'll have to call them to have them re-active your old dvr head to be able to see anything on it (not the best deployment plan for self install).

Calling them to reactivate the old head took about 1/2 hour on the phone with them.

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amb7247

· #6 · May 8, 2017

Skeld said:
Sorry to bump a necro thread, but it's a confirmed software issue, actually (supposedly) drive firmware. I see you mentioned they swapped the head but the replacement may have had the same issue.

Cisco's issuing a recall and Cox is swapping out the 9865hdc DVR heads. They sent out mailing about it and setup a hotline for replacement. The specific problems are issues with ff/rew & content corruption (mailer said it would eventually completely fail).

The Cox hotline # for replacement is 877-751-8024.

They're offering self install/ship, pickup replacement from the Cox office or dispatch a tech to install and giving an on-demand credit (I think it was $5-6?)

Self install they ship you the replacement unit (3day fedex) and send you a prepaid label to return the old one.

One thing to note, they (for me at least) disable your old dvr head on the day the new one is delivered, so make sure you're caught up on recorded content and have a list of your dvr schedule, otherwise you'll have to call them to have them re-active your old dvr head to be able to see anything on it (not the best deployment plan for self install).

Calling them to reactivate the old head took about 1/2 hour on the phone with them.

Bringing back an old thread from a google search. I have the GMH9865 box and what the OP posted happens all the time. Here in 5/8/2017, the issue still exists. I am unsure the date of my box, I can look on the back. I am also unsure of the software's firmware version but what was posted above sounds similar.

Sometimes, if when playing back a program it'll mention there is a problem with the playback. And most often than not, if you try to fastforward through the commercials, it'll restart the entire recorded program over again from the very beginning so you are forced to watch through the commercials. Quite annoying.

So it would seem that we are hit with the very same software bug with our box?

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