Forum Discussion

Dsouth's avatar
Dsouth
Tuning in
3 months ago

Delete this recording from storage not working correctly

After the most recent update, V5.14, when I finish watching a recorded programme, I no longer get asked to delete the recording. I have checked and I still have the "Ask to delete after watching" option on.

Before the latest update, I used to get the "Delete this recording from storage?" prompt with an option to either "Delete" or "Keep". 

However, now, in order to get this prompt to appear, I now need to watch the recorded programme, go back to the recordings list or home screen, then start watching again. At thus point j stop to the end and I then get the "Delete thus recording....." prompt and I am able to then choose delete or keep.

Has anyone else had this issue, or is it just me?

Delete-keep
recordings
V5.14
  • Ashleigh_C's avatar
    Ashleigh_C
    Forum Team
    3 months ago

    Hi there Dsouth 

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

    I am so sorry that you have faced this issue with your Set Top Box after the recent upgrade, I have passed this on to your teams internally to have a look and see if this is a known feature or a fault you may be experiencing. As soon as I hear back I will let you know.

  • Simonmiller's avatar
    Simonmiller
    Tuning in
    3 months ago

    I’m also having this issue which is a bit annoying! I can’t find the “Ask to delete after watching” option anywhere in settings though? Would be good to get an update please?

    • Simonmiller's avatar
      Simonmiller
      Tuning in
      3 months ago

      Ok sorry I found that option. I also still have it turned on but it doesn’t seem to be working. 

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        3 months ago

        Hey Simonmiller, thank you for reaching out and I am sorry to hear this.

        Is your memory full on your box by any chance?

        Is this happening with every bit of content you try to delete?

        As this only happened since that update?

        Can you attach a photo of the message?

  • DavidM71's avatar
    DavidM71
    On our wavelength
    3 months ago

    I had the same issue after the recent 5.14 update. If you actually turn the setting off then confirm it by hitting the back button you will see a message confirming the settings has been changed. Then go back in and turn it on again, confirm with the back button and wait for the setting confirmation message and it should be working again as it has for me. 

  • Simonmiller's avatar
    Simonmiller
    Tuning in
    3 months ago

    Ah thanks @DavidM71 ! I didn’t think to try that but will give it a go tonight.

  • Simonmiller's avatar
    Simonmiller
    Tuning in
    3 months ago

    Hi Matthew...

    • no my box is nowhere near full - I think it would be at 10% full if that much
    • yes it's happening every time I click return after watching a show - the message fails to appear
    • this behaviour has only happened since the update
    • I can't really take a photo of the behaviour sorry as the issue is the message asking me if I want to delete the recording NOT appearing so there is nothing to take a photo of
    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      3 months ago

      Hi Simonmiller and Dsouth, 

      The team have come back to us on this and have advised as follows: "We found that shows were being removed from the "Continue Watching" section on the Home screen prematurely, so we’ve changed criteria for what constitutes a fully-watched show. Prior to this update, it was 10 minutes or 10% of the end of the show being classed as fully watched. This has now changed to 5 minutes or 5% - whichever is the least will be applied in the 5.14 update. If you reach the next episode prompt, it should offer a delete option."

      If you have any queries regarding this explanation, please pop back to us at your earliest convenience.

      Regards,
      Daniel

      • Dsouth's avatar
        Dsouth
        Tuning in
        3 months ago

        Hi Daniel,

        Unfortunately, that's not how my box is behaving.  As an example, I just watched a recording that was 67 minutes long, 2 mins before, 60 mins actual show, 5 mins extra after.  Based on the logic you stated, then I should have been prompted to delete at the lower of 5 mins or 3.35 mins (5%).  I took the recording to 30 seconds left, and was not prompted to delete.  I also then watched another episode and said yes to watch next episode, then hit the back button and I was not ehn prompted (like I would have been before this update), to delete or keep the recordings I had just watched.  This is a slightly different message to the message I used to get if I'd just watched one episode instead of multiple episodes, but it's basically the same message except it mentions multiple episodes.

        The only way I can get the message to appear is to either let the recording run until there are zero seconds left, or watch the episode, return to the home screen or recording list, then start to watch the episode again and then at about 5 mins left, I get the delete/keep prompt. (I don't actually have to sit through the whole episode again at this point, I can skip to the end).

        So, further investigations need to take place with the team as it's not working as it should.  The work around I have to use at the moment is to go to Manage Storage and use the Fast clean-up options menu.

        I look forward to hearing from you and the team when you have further information or a solution.

        Dave.

  • KP40's avatar
    KP40
    Just joined
    2 months ago

    Hi there, just wondered if this has been resolved as I'm having the same issue?

    I've also noticed if I've watched multiple episodes and do get the option to delete after, it only deletes the current and not the previous ones I'd also watched.

    • Dsouth's avatar
      Dsouth
      Tuning in
      2 months ago

      There has even no resolution yet for me. I had a back and forth DM chain with David from Forum support and the below is where we left it.

      As there isn't a fault that's service effecting, there is effectively two things we can do;

      A) Ensure that the box stays in standby each night to accept future updates

      B) Forward this to IT to see if we can raise a ticket to force any pending or incomplete software updates, but cannot guarantee that this will be successful.

      • roy247's avatar
        roy247
        Superstar
        2 months ago

        I have the "Ask to delete" option turned off because it used to appear before the episode had ended on some recordings.

        I would think the easiest option is when you have pressed the stop or back button, press the info button, edit recording and select delete. Isn't that easier than playing the recording again and fast forwarding so you get the delete option.