Problem viewing IgniteTV recordings

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I Plan to Stick Around
Posts: 22

Problem viewing IgniteTV recordings

I have both the WiFi and Ignite apps on my phone ... connected properly as best I can tell (and I’m fairly computer literate) ... yet I cant find any if my PVR recordings etc available to me. I get a blank screen and/or try again message.

How do I get this app to see my cloud recordings etc so I can have access to them from my phone?

 

 

***Added Labels***

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Moderator
Moderator
Posts: 1,861

Re: Problem viewing IgniteTV recordings

Hello, 

 

Thank you for posting your query in the Community. Seeing just the blank screen for recordings indicates something is blocking them. 

 

Please check the Protected Browsing setting on the Rogers Ignite WiFi Hub app. The setting found under the Network tab. If it is On, please toggle it off and then try accessing the recordings again on Ignite TV app.

 

Please keep us posted. 

 

Cheers,
RogersMoin

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I Plan to Stick Around
Posts: 22

Re: Problem viewing IgniteTV recordings

It was off when I checked it after reading this ... so I turned it ON to toggle it OFF again.

As well, after writing this yesterday I called tech support and he had me delete the app and load a new one.

Now I cant get past the Get Started button (Msg says @something went wrong ....unexpected happened ... try again. OK)

Fyi- I’ve reloaded the app many times now, rebooted the phone several times and even restored from backup twice also.

Tech support is looking into it and will call/text me if they figure it out but I’m open to any suggestion of an Iphone 11 setting etc.

Thanks.

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Moderator
Moderator
Posts: 1,861

Re: Problem viewing IgniteTV recordings

Hello, @OldFatUgly.

 

I appreciate toggling the Protected Browsing feature on/off and reinstalling the app. 

 

The issue could be related to the Ignite TV account association with your MyRogers profile. Once it's fixed, you shall be notified as Tech support suggested. 

 

Please keep us posted. 


Cheers,
RogersMoin

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I Plan to Stick Around
Posts: 22

Re: Problem viewing IgniteTV recordings

Spent over two hours on this today with Rogers tech after they sent me a text and now the best idea is to factory reset my iPhone.

Not a happy camper.

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I Plan to Stick Around
Posts: 22

Re: Problem viewing IgniteTV recordings

iPhone factory reset worked. I have Ignite working now.

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I've Been Here Awhile
Posts: 4

Re: Problem viewing IgniteTV recordings

*** NOT APP related problem *** Computer and browser ***

 

I'm currently not able to see my recordings in the "cloud pvr" from a computer, everything works fine from the set up boxes. 

I've tried to clear my cookies/temp file from browser, doesn't help.

Tested from chrome and firefox same issue.  Also tested another computer, all were tested from home network; same problem.

 

The error displayed is : "Sorry, we're having some trouble.  We're working as quickly as possible to resolve this issue and will have everything back up and running shortly."

Problem last for almost 2 weeks, maybe more.

 

Viewing Live TV works fine, and from a mobile device also works.

 

Thanks for any tips or info !

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I Plan to Stick Around
Posts: 22

Re: Problem viewing IgniteTV recordings

FYI to the moderators herein … the last case number I had for this was C153052495 … so please close it with the note that the factory reset of the phone worked … and ask the Rogers-Exec-Incharge to give support lady Debbie that worked with me for two hours last night a raise (or at least a couple "atta girl's') for her tireless efforts and support on this issue.

 

Atta-Girl Debbie !!!  Thanks.

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I've Been Here Awhile
Posts: 4

Re: Problem viewing IgniteTV recordings

Mine is not the same problem at all ... my problem are computer related, NOT mobile APP related ...

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Moderator
Moderator
Posts: 1,861

Re: Problem viewing IgniteTV recordings

Hello,

 

@OldFatUgly - Thanks for updating the Community. 👍 I'm glad the factory resetting your phone resolved your problem. I've updated your ticket, and it shall be closed. 

 

@LM10 - Thank you for your post, and welcome to Rogers Community Forums!

Since you can see recordings on your mobile device, not on your browser suggest some component is getting blocked. It could be related to some add-on. Have you tried accessing the recordings in an incognito window?

 

@-G-, any ideas on this? 

 

Cheers,

RogersMoin