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FIOS STB software update erased all recordings

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Contributor
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Posts: 2
Registered: ‎04-19-2014

FIOS STB software update erased all recordings

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A recent software update to my FIOS STB erased ALL of the DVR recordings.  Further, NOTHING has recorded since then, even though the list of series to record and settings appear fine.  I would guess that the erased shows are gone (short of pulling out the HDD and dropping it in a PC to undelete them, which would almost certainly violate the TOS).  However, it would be nice to actually record again.

 

Do I need to exchange my box for a new one?  Is there a software patch that will fix the problems caused by the last update? I can live with the obnoxiously loud fans in the FIOS STB, but if I won't be aloud to record anything again, then I might as well change providers.

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Contributor
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Posts: 4
Registered: ‎04-19-2014

Re: FIOS STB software update erased all recordings

Message 2 of 14
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The same thing just happened to us.  We tried rebooting the box but still no listing of recorded shows.  Are the shows gone for good?  We haven't tried recording anything yet.

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Posts: 4
Registered: ‎04-19-2014

Re: FIOS STB software update erased all recordings

Message 3 of 14
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I just spent several minutes with Verizon Tech Support and they did not solve the issue.  After numerous resets and power cycles, still no recordings, no series settings, and we can't record anything either.  The only thing they could do for us from here was to send us a new DVR. 

 

I told the tech that this happened right after a firware update, but I don't know if it sunk in or not.  We are NOT HAPPY!

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Silver Contributor II
Silver Contributor II
Posts: 325
Registered: ‎06-13-2010

Re: FIOS STB software update erased all recordings

Message 4 of 14
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Bugs happen.  No one is forcing you to use the service if you are UNHAPPY then cancel the service.  Then you complain about how UNHAPPY you are with cable or satilite.

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Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 4,437
Registered: ‎12-16-2012

Re: FIOS STB software update erased all recordings

Message 5 of 14
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The update likely did not cause the problem.  Sounds like the disk drive is not responding.  A full reset might bring it back to life.  Otherwise you will have to replace it.

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Posts: 4
Registered: ‎04-19-2014

Re: FIOS STB software update erased all recordings

Message 6 of 14
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Well, the problem happened literally right after the update, so I disagree.  We've done resets, reboots, power cycles all multiple times, with and without our external hdd connected, but the shows and their settings never return.  We still can't record either.

 

We have a Motorola QIP-7216 running 1.9.5 (build 17.17).  I didn't start this thread, so we are not the only ones this has happened to in the last day or so.

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Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 4,437
Registered: ‎12-16-2012

Re: FIOS STB software update erased all recordings

Message 7 of 14
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You need to do a full reset, not just reboots.  Their is a way for you to do it yourself, but it will probably require help from Verizon support.

 

Also are you sure you got a major software upgrade recently?  The reboots are more likely because your hard drive was failing.  I think 1.9.5 had previously fininshed its migration a month or two ago.

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Posts: 4
Registered: ‎04-19-2014

Re: FIOS STB software update erased all recordings

Message 8 of 14
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We did resets, through the automated tech support, and from talking to a live tech support person.  Their only remaining suggestion was a new STB.

 

I don't believe it was a major update.  The STB notified us that the box was being updated and that we wouldn't be able to change channels until through.  It lasted a minute or two before the message went away.

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Posts: 2
Registered: ‎04-21-2014

Re: FIOS STB software update erased all recordings

Message 9 of 14
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I also have the problem that nothing is recording. It started yesterday.  When I go into history, for each thing that did not record, it says "This program did not record. The record was canceled when the channel was changed."  I definitely did not change the channel, though. Sometimes the TV wasn't even on.  IHave you checked your history as well? It may be the same problem.

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Posts: 3
Registered: ‎07-28-2012

Re: FIOS STB software update erased all recordings

Message 10 of 14
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I just had the identical problem with my external hard drive. Right after a software upgrade, all shows are gone, and its capacity is now listed at 0% I can record on it, but all the shows I recorded are gone. This happened once before around Christmas. In my case, the internal drive's shows were untouched.

 

I am very frustrated with Verizon, because they don't seem to care about this problem. If they do not fix it soon, I may switch to another company.

 

Please don't let them say it had nothing to do with the software upgrade--both of my problems happened after a software upgrade. I wish there were a way to opt out of these upgrades!

 

Do others have this problem? If you do, please complain to Verizon, so they will fix this!

 

Todd

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