Unable to record new programmes or play back old ones

ArchieF

Hi,
I'm with TalkTalk and last Wednesday my YouView box will not record any new programmes either scheduled or instant - Failed to record triangle. It will also not play back any old recordings. It goes to play them but sticks at 00.00 and the screen goes blank. I can skip through the blank screen.
Also I am unable to play back catch up TV on C4 or ITV Hub. Weirdly iPlayer and Netflix will play back but maybe a different technology used.
My broadband and telephone line are fine.
TalkTalk have been utterly useless in responses and help.

Anyone got any ideas other than resetting the box. I heard there may be a soft reset that doesn't lose your TV recordings. Is this a thing?

Many thanks

Stevef_fr8ys

When you say TalkTalk have been useless, how have you tried contacting them?

If you look at their forum you will see a number of such incidents there and how to resolve this (hopefully).

Also if you are in contract, if the issue is not resolved, you may be eligible for a replacement box, so start a thread there.

https://community.talktalk.co.uk/t5/TalkTalk-TV/bd-p/116

TalkTalk are also collating info working with YouView on this issue, so adding your voice there will help.

I should add the staff on the forum are excellent in helping customers

Stevef_fr8ys

For info, this is the advice I've recently posted for another user to try with a similar issue.

They do not wish people to do a full factory reset as they need the programmes on the box for diagnostics if they replace the box.

Hi,

Have you tried a soft reset? To do this hold the on button down until the box reboots.

if this does not help, have you tried a YouView Maintenance Reset (https://community.talktalk.co.uk/t5/Articles/How-to-find-maintenance-mode/ta-p/1429347)?

Try the Factory Reset keep recording option.

You will then need to reset your personal settings (such as parental controls / Set antenna Out to On in Settings: Picture and Sound / Surround Sound etc.) and also reset your scheduled recordings (might be worth taking a note of future recordings before doing this so you don’t miss any).

Staff here are looking into box failures, so if you can answer the following, where possible, it will help them in their investigation.

1 Box model/SW version.
2 What channels are being recorded?
3 If these are Boost channels, do they currently subscribe to the boost.
4 If they are Terrestrial channels, what is the signal strength/quality on the channels being recorded?
5 Were these series recordings or episode recordings?
6 Do any recordings work?
If so,
(a) what is the earliest recording made that works (i.e. do recordings made prior to November work)?
(b) Are you able to exit the recording via the Back, Close or Menu keys?
(c) Do ffwd/rwd work, or does a playback bar appear when these or pause keys are pressed?
7 Does a factory reset resolve the issue, or maintenance reset etc.

ArchieF

Thanks for the speedy response.
I have actually spoken to someone in technical support. They claimed it was to do with an outage affecting my area that they were working on so there was nothing that could be done. I'm not sure how the technology works but I can't see how an outage at their end would cause me to not be able to play back previously recorded programmes. As soon as they discovered that there was an outage they weren't that interested in discussing my exact problem and whether it was connected or not.
I'll try the link you sent too. Thanks for that.

Stevef_fr8ys

That's par for the course on the phone lines unfortunately.

Try the above and when logging on the forum, mention what you have tried and give the info requested as it will save time.

Good luck

DavidHavell

26/04/2021 For over a week my TalkTalk HUAWEI TV box has refused to play any existing recordings and will not record any new programmes. Is this a box fault? Or has TalkTalk ceased supporting this system?

Roy

@DavidHavell

@Sarah has asked you to reply here:-
https://community.youview.com/youview/discussion/comment/19009701/#Comment_19009701

That’s probably your best bet.

The most probable cause for your problem is that the software or the recordings on the hard disc have got corrupted, and the only solution is to lose everything to a Factory Reset.

But that is so drastic, and so final, that every possible alternative avenue should be explored first.

DavidHavell

27/04/2021 Disconnecting the box and router and restarting initially cured the refusal to play any existing recordings or to record any new programmes.  But the HUAWEI TV box problem rapidly worsened and I was forced to do a “Software Reset” then a “Factory Reset - Keep Recordings” with no effect.  Reluctantly, I was forced to try an unwanted “Factory Reset - Delete Recordings” which has cured the problem.

Roy

DavidHavell said:

27/04/2021 Disconnecting the box and router and restarting initially cured the refusal to play any existing recordings or to record any new programmes.  But the HUAWEI TV box problem rapidly worsened and I was forced to do a “Software Reset” then a “Factory Reset - Keep Recordings” with no effect.  Reluctantly, I was forced to try an unwanted “Factory Reset - Delete Recordings” which has cured the problem.

@DavidHavell

I hope you have been in private contact with YouView following @Sarah’s request here:-
https://community.youview.com/youview/discussion/comment/19009701/#Comment_19009701 
as you didn’t answer her questions in public?

I think the outcome would have likely been the same, though 😢

michaelhunt

Hello everyone, we have been having this problem too . I went through to Talk Talk to see if they had a fix for it.Spent 90mins on line chat with a very patient and helpful lady ,we went through loads of trying to get the problem solved,ended up with full factory reset. Tried to watch something on catch up last night,but no joy,gives me the buffering lights for a few seconds then goes blank. HELP         (thanks Steve ,sounds like i need a new box then)

Stevef_fr8ys

Have you tried the maintenance reset mentioned above? If not give that a try.
If that doesn't work then your only other option is a full factory reset, where you will lose 4ecord8nfs but this action normally resets the hard drive so you can record.
If you still have issues and are in contract with TalkTalk you may be eligible for a new box, but please note it will be a non recording one as they no longer provide recordable boxes in exchange. If recording is important to you then you do need to try the above to reset the box.

Roy

@Stevef_fr8ys @michaelhunt

I read ‘ended up with full factory reset’ in michaelhunt’s posting above, with the failure to access catchup on the box being subsequent to this.

So he has already lost his 4ecord8nfs*, and the box still does not work.

@michaelhunt, if a non-recording box from TalkTalk will not do, then eBay is your friend, and any BT DTR-T2xxx or T4000 will make a seamless replacement for your ex-box.

*recordings

Stevef_fr8ys

My bad. Skim read! No excuse!