Series recordings disappeared

[cherylc]

I had to unplug my cable box and tv to move all the equipment.  Now the Series tab under Recordings is blank.  All the series I've set to record no longer display.  It's been 24 hours and they still haven't reappeared.  Is there a way to get them back?  I don't want to have to set up all my series again.

[Will27]

Thanks for your posting because all of my scheduled series recordings disappeared suddenly (I had not done anything differently to make this occur) on Monday (same day as you) and they have still not reappeared after I tried waiting a day and then booting the following day. Did this get fixed for you?

[cherylc]

No, this didn't get fixed for me.  I've had to reschedule the series.

[shaw-monica]

Hey @cherylc @Will27! Sorry to hear you're having trouble with your recordings. That is not fun at all! Seeing as the reboot of your box did not help. I would recommend connecting with one of our Support Specialists. They will have the tools to apply further troubleshooting if needed. The team can be reached here: https://www.shaw.ca/contact-us 

[cherylc]

@shaw-monica  I tried to contact support via chat and that was a horrible experience.  It took 45 minutes just to provide the agent with my information.  It takes 4-5 minutes per question.  I am assuming the agent has multiple chats going on at the same time.  I had leave for a bit and the agent told me to come back to the chat when I could.  I went back to the chat and it's been 1 hour waiting for the agent to come back on.

I didn't even get a chance to explain the situation to the agent so I don't know if they are even able to retrieve my series.

I give up.

[Will27]

Thanks Cheryl. I spoke to a tech for 1/2 hour and got no results so I have to reschedule as well.

[shaw-tommy]

That's not the experience that we want you to have over messaging! I would suggest providing your feedback on your experience through Your Voice here https://bit.ly/3F4dx1a as this will make sure that your feedback is addressed by the appropriate stakeholders and followed up on appropriately.

-Tommy

[Vparton]

This happened to me as well. 

[lmacri]

@shaw-monica:

I just noticed yesterday that this recently happened on my Shaw HD PVR (Motorola model DCX3510-M) as well. Kudos to cherylc for starting this topic and letting us know that others are having the same problem.

I re-booted my PVR today (unplugged from power, waited a minute, plugged back in) and the Series tab said "You currently have no series recordings scheduled" after the re-boot.  Unfortunately, the two new series recordings I created yesterday on 04-Mar-2022 were also wiped by today's PVR re-boot.  This suggests that this problem wasn't a one-time glitch, and that any "new" series I create on the Series tab is going to be wiped again the next time I re-boot my PVR (or receive a firmware update from Shaw that triggers a re-boot).

Oddly enough, all the individual episodes scheduled for my "old" series recordings still appear on the Schedule tab, and as of this morning those scheduled episodes are still recording, so information about these "old" series recording must be stored somewhere in memory. That presents an even bigger problem, however, because there is no simple way to edit or cancel any of the "old" series recording I've made in the past that have disappeared from the Series tab.

For example, the Schedule tab shows I have new episodes of Young Sheldon scheduled to record on Thursdays at 10:00 PM on CTV (an "old" series recording I created several months ago) in the coming weeks.  When I select one of these scheduled recordings (either on the Schedule tab or in the program guide) I have the option to "Cancel this Recording" but I don't see the options to "Change Series Options" or "Cancel this Series".

In order to cancel my "old" series recording for Young Sheldon I had to go to the program guide and select "Record Series" to create a "new" series recording for Young Sheldon for the identical time of day, weekday and channel (i.e., 10:00 PM Thursdays on CTV). However, this resulted in two identical scheduled recordings for Young Sheldon (Season 5, Episode 6) for Thursday, March 10 @ 10:00 PM on CTV on the Schedule tab of the guide - one for the "old" series and one for the "new" series". I then had to go to the Series tab and select "Cancel the Series" for the "new" Young Sheldon series I created today, and this finally removed all the scheduled recordings for Young Sheldon on the Schedule tab.

[shaw-monica]

@cherylc @Will27 @lmacri 

Just a reminder, this is a peer-to-peer forum and is not a direct path to Shaw Support. Should you need further assistance, our support can be reached at https://www.shaw.ca/contact-us 

With regard to the series recording issues, we are aware of the situation and our techs are actively working on getting it sorted out ASAP. Thank you for your patience and understanding.