Forum Discussion

SJCordery's avatar
SJCordery
Joining in
6 months ago

Repeated loss of all recordings

We have had 3 occasions in the last 4 months where all our recordings (actual and planned) have disappeared from our 360 box.

The first indication of a fault is that some planned recordings fail or only partially record, then we find that existing recordings are not able to be played. Typically we get a CS3400 error. On each occasion, I have resorted to doing a factory reset which seems to sort it for a while although we do still get the occasional "short" recording. It may just be a coincidence, but the problem seems to occur when we get to about 20% of the disk used.

I have tried logging this via the official 0345 454 1111 route but seemed to be sent round in circles, back to a web link to a chat button that would not work, so I have not been able to book an engineer's visit.

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    6 months ago

    Hi SJCordery, thank you for your post.

    We're sorry to hear about the problem you've been having and the poor experience you've had when trying to log it 😔

    Have you tried searching for the error code "CS3400" here and following all the advice provided?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • SJCordery's avatar
      SJCordery
      Joining in
      6 months ago

      Thanks for the reply.

      Yes, I turned the box off at the wall, checked the cables, waited 30 seconds then restarted the box. When I then listed the recordings, there were no recordings available or scheduled.

      I don't want to muddy the waters, but the ITVX app on the box is also no longer working. We tried to use this to catch up on the recordings that we have lost.

      • David_Bn's avatar
        David_Bn
        Forum Team
        6 months ago

        Thanks for coming back to us SJCordery 

        It may be worth looing into the settings on the set top box, as the recordings may be deleted due to the Auto-Delete function that the 360TV box has on it.

        Steps to disable Auto-Delete;

        -Saved>Recordings>See All>Manage Storage

        -Next (after entering Pin) change the option for ‘Auto delete when space needed’ to ‘Off’

        If you would want auto delete ‘On’ but also seek to protect certain recordings or series from being deleted then take the follow the steps;

        -Select the recording/series from the ‘See All Recordings’ menu and select the ‘pencil’ icon to the right hand side of the recording>Next select the option ‘Protect from auto-delete’

        A shield will be displayed next to any protected recordings to indicate it is protected

        Please confirm if and/or when this has been completed

        Thanks,

        David_Bn

  • SJCordery's avatar
    SJCordery
    Joining in
    6 months ago

    A further update. We recorded a programme this morning and, when trying to play it back, every couple of seconds it would jump on a few seconds and there would be pixilation. Then it hit a loop whereby it reached a certain point in the recording and jumped back. When it reached the same point again, it jumped back again.

    We now have very little confidence that anything we record will be available and viewable, which is rather unsatisfactory.

    • Zach_R's avatar
      Zach_R
      Forum Team
      6 months ago

      Hi SJCordery,

      Apologies, it should be with you now. You can find the private message inbox from the top of the page. If you're using a mobile device you'll have to click on your profile image and select it from the dropdown menu that appears.

      Thanks,

       

  • SJCordery's avatar
    SJCordery
    Joining in
    5 months ago

    An update. An engineer came on 14th August and replaced the 360 box without any fuss and very quickly. I am happy to report that so far, after 2 weeks, it has behaved itself and we have not lost any recordings. Fingers crossed that it continues this way.
    Many thanks to @Zach_R for arranging all this and getting our problem solved.