Cannot playback more than 2 hours on 4642HD (Whole Home PVR)

[dss_cottage]

I have the following equipment:

CAV10455HD receiver

4642HD receiver

Whole Home PVR

I can record and playback any length of program on the main PVR (CAV10455HD). However, when I try to playback a recording that is longer than 2 hours on the 4642HD receiver (i.e. on whole home PVR), it plays until the 2 hour mark then I get the error "Sorry "program name" on My Set-top cannot be viewed right now. The program may have been deleted or there may not be enough resources available". 

If I play the same program a second time on the 4642HD and fast forward to a spot just short of the 2 hour mark, it will play for another 2 hours.

The 2 hour+ program plays perfectly on the CAV10455HD receiver.

This behavior is consistent. It happen every time.

I have rebooted both receivers and it still happens. I called Rogers support and the only thing they suggested was to reboot both receivers. Obviously, this didn't help. (I didn't have the feeling that the Rogers tech had any knowledge beyond following her on-line script.)

Can anyone provide some insight?

**Labels Added**

[RogersAndy]

Hi @dss_cottage! 

I'm sorry to hear you're having an issue with  your whole home setup! I appreciate you bringing this to our attention.

To better assist I have a few a few questions that will help us identify what's causing this issue.

A) When was the last time it was working normally?

B) When you did you reboot did you complete the following steps? 

        - Unplug both boxes

        - Boot the PVR and wait until you see the house indicator

        - Then boot the 4642HD and once you see the house indicator then test.

C) Have you had that box replaced since the issue began?

Thanks so much.

@RogersAndy

[dss_cottage]

Thank you for your reply....

A) It's not very often that that I have recorded a program longer than 2 hours. Frankly, I don't recall when I last tried to view a program longer than 2 hours on this receiver.

B) When I rebooted the receivers myself, I unplugged both receivers, then reconnected the CAV10455HD, then reconnected the 4642HD. When the Rogers tech rebooted, she sent the reboot command remotely first to the CAV10455HD then to the 4642HD.

C) Neither box has been replaced.

[RogersTony]

Hello, @dss_cottage

Thanks so much for that additional information. We'll need to escalate a ticket to investigate this for you to see if we can find a solution.

Please send a private message to @CommunityHelps so we can get started. Not familiar with our private messaging system? No worries, click here.

We look forward to hearing from you.

RogersTony

[dss_cottage]

I'm attempting to get to the @CommunityHelps PM app but it's fighting me. I'll continue to work on it but in the meantime, there is one item that I should add.

I've been doing a lot of troubleshooting but didn't want to clutter this post with all the detail. However, there is one item that I should have included.

I have a third receiver on my whole home PVR system. It's a CAV10242HD. I can successfully play back a 2+ hour recorded video on both the CAV10242HD and CAV10455HD. The playback only halts at the 2 hour mark on the 4642HD.

Therefore, I'm assuming that the 4642HD is the problem.

[dss_cottage · Accepted solution]

Resolution...

After this post, I e-mailed back and forth with Rogers technicians. Ultimately, they stated that they couldn't see what might be causing the problem. They suggested that they send out a technician to troubleshoot from outside the home (due to COVID). Since the problem was obviously the receiver, this was definitely not going to work.

Therefore, I bought a used 9865HD receiver. i.e. the latest model that has component output. That works perfectly.

[57]

Did you add the 9865 as part of your WHPVR, or just as a stand-alone?  If you get the correct CSR at Rogers they can add it into your WHPVR and then you can have more recording capability and watch from anywhere in your home.  I know someone who recently had an 8642 fail and added in a 9865 to replace it and the CSR was able to add it into WHPVR. Some CSRs may not be familiar with that procedure.

[dss_cottage]

Thank you for the suggestion.

I had a very pleasant, knowledgeable and helpful CSR. The new receiver was added to the WHPVR and it is working well.

Thanks again