Cannot access recordings on 360 box Android.

[pinaid0753]

I can't access my recording on any android device. The TV go app sees the recordings, progress and can play them onto the TV but not on the phone. No mesh used, IP of box and phone in same range (192.168.1.x) app reinstalled and box rebooted. VPN deactivated and still no joy. The error message can be seen below and also the diagnostic as well. It seems the CPE IP is the issue from what I have read so far. Any ideas?

 

 

[pinaid0753]

Just to mention also that other devices are coming up with the same message and diagnostic; also Android.

[Ashleigh_C]

Hi there @pinaid0753

Thank you so much for your post and welcome back to the community forums, it's great to have you here. 

I am so sorry to hear that you are facing this issue with your TV Go services and thank you for providing all the information! 

Can I ask if you have been able to try accessing TV Go when connected to a different WiFi connection? If so does the error still occur? 

Thank you. 

[pinaid0753]

Thanks for getting back to me.  The issue is not accessing content on tv go (all channels work)  it is accessing recordings from my 360 box. Thanks for the message.

[Martin_N]

Thank you for that clarification. To confirm, have you been able to try this via different devices?

Also is this for both films and Tv shows?

^Martin

[pinaid0753]

Tried on a phone and a tablet.

It is for all recordings on my box (both tv and film)

The diagnostic shows CPE IP unknown so it's presumably an issue with the app as I can see what I have recorded and play it onto my tv with both devices.

[Akua_A]

Just to clarify, are your devices connected to your home network when trying to access your recordings? Also, have you tried reinstalling the app to see if the issue persists? 

Thanks,

[pinaid0753]

"IP of box and phone in same range (192.168.1.x) app reinstalled and box rebooted" (quote from my original post). Not being rude but did you read the previous posts? It is on the same network (hence ip range) and I did reinstall app (hence comment). I'm getting really frustrated with this now.

[Paulina_Z]

Hi @pinaid0753,

Thank you for coming back to us. Apologies that you're experiencing this issue. We're here to help.

Have you been able to take a look at our Recordings page to see if this can assist you further? Are you trying to view the recordings after downloading them on your device?

Are you having issues viewing any recordings on your TV box at all?

Let us know so we can investigate further.

Thank you.

[pinaid0753]

Hi. I cannot watch any recordings. It keeps saying that I must be in my home network (which I am). Thanks