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melbeach's profile

Mentor

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16 Messages

Sunday, September 29th, 2019 2:04 AM

Genie deleting all saved episodes of a program when I'm only deleting a few of the episodes

This problem started happening about two or three weeks ago. At first I noticed all of the episodes of a program that I had saved had disappeared. I thought maybe I was careless in how I deleted the newly recorded episodes of that program that I didn't want to save. But then I noticed it happened again with a different program.

 

So tonight I was real careful when I went to delete say 4 newly recorded episodes I didn't want, keeping the 6 episodes of that program that were originally there before today. So from the List, I carefully delete the 4 programs one at a time. Slow and steady. Then after the 4th one I deleted, instead of staying where I left off in the group of eposides, showing me the 6 episodes that should have still been there, it jumped back to the List of all programs. I go back to look for the 6 episodes that should have been there. Gone.

 

Is anybody else having this problem? Genie is an HR44-700. Thanks.

 

Community Support

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19.9K Messages

5 years ago

Hey, @melbeach!

 

Thanks for reaching out. We'd be glad to help you get your genie working properly.

 

Have you tried any troubleshooting for it yet? If you haven't already, we'd recommend Restarting your DIRECTV Receiver. If you’re still having trouble, try refreshing your service. Go to My Equipment & Features and select Refresh my service. A brief service interruption occurs as the service reboots.

 

Let us know if this helps!

 

Ramses, AT&T Community Specialist

Mentor

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16 Messages

5 years ago

Yes I've refrehsed service and restarted multiple times. Thanks.

Community Support

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19.9K Messages

5 years ago

Hey again, @melbeach!

 

Since you've already tried these steps, we'd like to try some more advanced troubleshooting on our side.

 

Since this is account specific, we'll have to continue this conversation in a Private Message (PM).

 

Check your forums inbox by clicking the envelope at the top of the page, look for a message from ATTCARES, and respond with the requested information.

 

We look forward to assisting further!

 

Ramses, AT&T Community Specialist

Scholar

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67 Messages

5 years ago

Yes, I had the same thing happen to me last week. I have the HR44-500. I was doing the same thing, deleting recordings individually, then all of a sudden the whole folder is gone. I’ve had DirecTV for 11 years so I know how to delete recordings without losing them all. Definitely a system problem.

Mentor

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16 Messages

5 years ago

Thanks Catscents.

One thing I've noticed, this has only happened (4 times so far) with a group of programs that was recorded a long time ago, like several months. Then I'm deleting episodes that are newly added that I've already seen (or are too far in the future for me to get to and take up space). If the entire group was just recently recorded within the week or so, I haven't seen it happen in that case yet.

Contributor

5 years ago

This happened to me twice today. First my dvr was recording reruns of "Rediculousness" and while i was deleting them it erased the whole series. Then i had like 55 episodes of "Dragonball Super" and after a conclusion to a story line i watched em all again. After that i started deleting them one by one and on like the fifth one it deleted the whole series. Now its not that big of a problem because i had already watched all of the episodes the were deleted but i do like keeping the last 2 episode of every series just so i can go back and watch them again if i feel like ive forgotten or missed something. Its not user error its hardware error. Today wasnt the first time this has happened but was first it happened twice in one day so it feels like a real problem in youre system you guys need to address instead of blaming your customers.

Teacher

5 years ago

See the topic titled (or search for) "DVR deleting entire show list instead of one episode".  The problem is discussed there.

Mentor

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16 Messages

5 years ago

Thanks for the info. It looks like the problem started in January 2019 then reappeared with the latest update about a week ago.

https://forums.att.com/t5/DIRECTV-DVR-Receivers/DVR-deleting-entire-show-list-instead-of-one-episode/m-p/5392912#M232911

ACE - Sage

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45.6K Messages

5 years ago


@melbeach wrote:

Thanks for the info. It looks like the problem started in January 2019 then reappeared with the latest update about a week ago.

https://forums.att.com/t5/DIRECTV-DVR-Receivers/DVR-deleting-entire-show-list-instead-of-one-episode/m-p/5392912#M232911


Sort of. But with that bug, the recordings were not actually deleted. They just disappeared from the Playlist, with some tricks to restore them. 

Are you now finding that the recordings are truly gone?

 

5 years ago

I too am experiencing the same thing. And this did only start a few weeks ago. Very frustrating since there is no way to restore them. And many episodes are no longer available on demand. People replying are talking to customers like they don’t know how to delete stuff. This is not a customer mistake. This is a software glitch. 

Teacher

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12 Messages

5 years ago

This exact aggravating  problem started for me overnight about 3-4 weeks ago. I had numerous episodes of several series recorded. Deleting 3-5 single episodes resulted in ALL episodes deleted. I tried starting from the bottom of lists, the top, deleting extremely slow, resetting and refreshing the dvr, but nothing worked. As if no longer being able to stream recordings out of home was bad enough, now this. Does anyone know if Directv is working on a fix? If they aren’t, it’s time to make a change.

Contributor

5 years ago

Can you please tell what you know to take care of this

Mentor

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21 Messages

5 years ago

Having the same problem since firmware update 0x127f.  Randomly when deleting individual episodes, the entire series will instead be deleted and the amount of free space afterward corresponds to them all being deleted.

Mentor

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21 Messages

5 years ago

Anyone know whether DirecTV is aware of this problem and working on it?

Teacher

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12 Messages

5 years ago

I did a chat session with Directv Saturday (11-2-19), and was told they are aware of the EXTREMELY aggravating problem, and are working on a fix. She also told me MANY customers have asked for help. I saw a post in the forum saying that some customers have solved the problem by requesting a reset signal from Directv. My experience doing so in house didn’t fix anything. Will post an update when I test the results. Hope this helps. Good luck.

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