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chornung

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Intermittent distortion on DVR recordings

DVR recordings randomly pixelate and audio distorts, then recover. Happens on multiple recordings across different channels, and on same spots on playback so apparently captured during recording. Glitch is in the same place on replay. Have restarted cable box and rebooted modem. Never occurs on non-recorded programs.

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CurtB

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Pixelation and audio distortion are normally caused by a signal issue.  Do you have Cloud DVR or a local DVR on a hard drive?  Are affected recordings only for some channels or does it occur for all recorded channels?  Do multiple simultaneous recordings all pixelate at the same time, or for some but not all?  To confirm, are you saying you don't experience pixelation or distortion while watching live programming?  This information could facilitate finding a solution. 

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chornung

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Cloud DVR; recordings on all recorded channels (i.e., any recording I view later/next day includes distortion at some point in the recording, but not consistently at beginning, end, etc.); don't experience pixelation or distortion while watching any live programming. Installation is new (1 mo) so have not tried simultaneous recordings. Will check that and update. Thanks!

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chornung

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Scheduled two simultaneous recordings. Result: distortion occurred at the same playback point on both. My bottom line: pixelation and sound distortion occurs at some/various points on every DVR recording I schedule, regardless of channel or time of day. Appreciate you working through this with me on suggestion solution. Thanks!   ~Carol

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RaquelD

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This certainly doesnt sound good Carol. We'd like to investigate this further to see what needs to be done to help. Thank you for trying out the different suggestions. Im sorry that it was not resolved that way. So that we can assist in having this addressed, can you please email us at cox.help@cox.com with your name, the address where you are having this occur and a link to this thread so that we can get started? Thank you so much.
-Raquel

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CurtB

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@chornung​ 

Since you don't experience issues when watching live programming, there doesn't appear to be anything wrong with the streaming signal sent to your device. 

Because simultaneous recordings are experiencing pixelation and audio distortion at the same playback point, the issue appears to be happening when recordings are being stored on Cox's server for you to playback later on your device.  (If the issue originated during playback, when accessing recordings stored on the server, pixelation and distortions would be random and wouldn't always occur for simultaneous recordings at the same playback point).  This would seem to be an internal Cox issue that's affecting Cloud DVR recordings.

Contact Cox as @RaquelD suggested.  Be sure to ask for a ticket number for future references.  Please post back here with action that was taken and the end result, when your issue is closed.  Good luck.

(edited)

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