- last edited on by
RogersMaude
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
- last edited on by
RogersMaude
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
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
@RogersMoin wrote:
@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?
It could be any of a number of things. Unfortunately, playback failed without providing much useful information.
First things first; make sure that Flash is working and that you can play the following video: http://wwwns.akamai.com/hdnetwork/demo/flash/default.html
If that doesn't work, the following support article may be helpful: https://helpx.adobe.com/flash-player/kb/video-playback-issues.html
If Flash video playback is working, the next thing to check is the browser configuration. The Ignite TV web app is fairly complex and involves multiple sites working together in tandem.
In a previous post, you mentioned that you cleared the cookies and cache on your browser? Did you clear the browser's other private data? I don't think that Ignite stores anything in Flash Player storage but you should try clearing that as well.
The problem might also be caused by an aggressive content blocker or privacy-related extension, so try disabling extensions. You also need to ensure that you are not blocking 3rd-party cookies. Once you get the site working again, you can then selectively enable extensions and configure whitelists security/privacy/content blocker extensions.
If you still can't play recordings through the web app, you can use the browser's Developer Tools to Inspect the web application to see what might be going on. You don't need to debug the JavaScript; just look at the Console for any errors related to content not loading or network connections failing.
@LM10 wrote:
It doesn't support incognito mode, at least in chrome...
Nice though on add-on, didn't tested that ! Instead used a new computer account (new windows profile) to be sure no add-on get in the path, same results, can't see the recordings listing.
Firefox is is completely add-on less, I did installed it only to test, same problem...
Did a full network, Ignite box restart, nothing helped 😞
Thanks
Let's try going about this a different way. When you log into https://ignitetv.rogers.com/ is there any part that does work? Are you able to watch live broadcasts?
In Chrome, you can also try using Ignite TV site as a Guest or with an alternate user profile. The main thing is to try accessing the site with default settings and no extensions.
It might also be a permissions issue in the back-end. I admit that it's a longshot but you can try to reset things by logging into MyRogers, then go into "TV" and click "Refresh your Ignite TV Box(es)"
I'm grasping at straws. If the mobile app works, it shouldn't be an issue with your Rogers login. Likewise, with the Ignite TV web site, usually the hardest part is logging into the site. Once you are in, things should just work.
Greetings @LM10!
It sounds like we've tried all the basic troubleshooting steps available to us based on your list here. It's time that we explore the possibility that this is a server-side issue.
Please PM us @CommunityHelps so that we can gather your account information and continue. If you're not familiar with our PMing process, you can find instructions here.
Regards,
RogersCorey
Hey @DavidG054!
We hope you are doing well! Thanks for sharing your concerns with the rest of the Community, hopefully we can get to the bottom of it. 🙂
Just a few clarifications, if you don't mind:
- When trying to access the mentioned recordings, is this AFTER the recordings have finished or while the program is still being recorded? It's important to wait until the recording is complete before trying to access it via the Ignite TV app or it may not work.
- Are you trying to access these recordings while at home on the Rogers network or while outside of your home and not on your Rogers home network?
If any other Rogers customers are or have experienced the same issue and would like to chime in, we'd love to hear from you!
Kind regards,
RogersYasmine
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