New 360 box, lost recordings and apps

[Deird01]

I had a faulty 360 box and a Virgin Media engineer installed a new one today. Terrestrial TV works fine but all my recordings are gone, all my selections of recordings have gone. When I click on Apps, bbci player goes nowhere, Apple TV is blank whereas all these worked before. 

Any suggestions?

[KeithLeonard]

Unfortunately when you have a change of box, you automatically lose your recordings, have to log in to your apps again and reset your links again.

The same thing will happen if you have a change of Sky box.

[newapollo]

Hi @Deird01 

Do you see an onscreen error message  when connecting to apps?  If so which error is displayed? eg such as CS2400 or CS9994

Is your 360 box connected to the internet by ethernet cable or wifi?  If it's a wifi connection then it's possible this hasn't been set up yet on the new box, so check Settings > System > Diagnostics.  If that is showing a connectivity  error then go to Settings > System >  Change connection type and follow the onscreen instructions to connect to the internet.

[Deird01]

I ended up calling Customer Service, they told to go go to Factory Reset and the apps reappeared. As I clicked Factory Reset, it asked my if I wanted to keep my recordings. 

I'm not sure if that should have been something the engineer did when he was here which would have meant I got all the apps and saved my recordings!

Thanks for your responses

[japitts]

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@Deird01 wrote:

I'm not sure if that should have been something the engineer did when he was here which would have meant I got all the apps and saved my recordings!

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Recordings are stored on your box's hard drive. If the box is replaced, the internal hard drive goes with it.

The apps login is a different issue.

[newapollo]

Hi again @Deird01

Thanks for updating the thread, and pleased to see your box is now performing correctly.

Whenever a box is swapped out you lose recordings and series links.

For future reference if you ever want to perform another factory reset. (Settings > System > Factory Reset)

It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options

Keep Recordings
Format Disk

If you choose the second option (Format Disk) you lose everything, the same as factory resettting a computer hard drive. I suggest always trying the Keep Recordings option first.

Choosing Keep Recordings, means you won't lose your recordings and any planned recordings or series links you've set up. You will have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again. Also Match frame rate and Standby power consumption will go back to their default settings if you have changed them.