Recorded programs corrupted on Cisco box
List of errors:
After a program was recorded, was able to playback the entire recording without issue one time only. A second attempt to play back the recording gave error code 2.1.2.1
A program ...
Forum Discussion
The first few exchanges were within months of each other. Some of the techs that came out were aware that the Contour 1 Cisco boxes were prone to getting error code 2.1.2.1 and other corruption issues. In cases where a playback worked once, but failed later, that would not have been a signal issue, since it had played back correctly once. I've been told that the Contour 2 versions of the Cisco boxes may fix the corruption issue.
It's possible you've had 3 or 4 bad boxes, but it's unlikely. Typically when people exchange cable boxes several times, they later find there was a signal issue. An error can occur during playback of a recorded program that's been watched before. When you press a key on the remote to pause, FF, reverse, etc., the remote sends a command to a Cox server. When a signal issue is occurring, the DVR waits for a response it never receives. A signal issue during recording will cause an error at that point during playback.
I've personally experienced erroneously reported recording times of over a thousand minutes. The cause was found to be a main line signal issue. When that signal issue was found and corrected, DVR recording and playback issues stopped. Were the techs that told you the issue was due to the cable box and/or told you Contour 2 would solve your issue contract techs? Have you ever had an in-house Cox tech check your signal strength at the tap? If you know the neighbor that shares your tap, ask them if they've had any cable issues. Even if the neighbor says no, your issue could still be caused by a faulty port at the tap.
Cox techs (ones with Cox business cards and driving Cox vans) have been out about 6 or so times, all have confirmed the signal is good at the DVR, at the cable modem, at the splitter, at the feed into our home, and at the junction box. Again, the most recent failure was a recording that played back once without issue (therefore not a signal issue), about 2 or 3 hours after the recording was completed. Then attempting to play that recording again about 6 hours later failed with error code 2.1.2.1. Another attempt to play that same recording about 12 hours later could play the recording, but it froze at about 2 1/2 hours into a 3 1/2 hour recording. This has happened in the past, with this and prior DVRs, although rare. Usually error code 2.1.2.1 occurs on the first attempt to playback, and never self-recovers. The failure is apparently due to recordings somehow getting corrupted, sometimes hours or days later on what was once an uncorrupted recording.
and yes, it was during visits from Cox techs in the last year or so that advised me that switching to Contour 2 Cisco box would probably solve the problem. I was also told of a software update back in November, 2020 (or was it 2019) to solve a problem with the Cisco box, but it didn't fix the problems I'm having.
I don't know if any of our immediate neighbors have a DVR.
- Hello @Jeffareid,
I'm glad that you are seeking and getting help for the DVR difficulties you are experiencing. This appears as if you may need someone to look into your account. We would definitely be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started working toward a resolution.
Crystal S.
Cox Support Forum Moderator You could be experiencing intermittent signal loss that didn't occur while techs were on site testing your signal strength. I explained how a previously watched recording can later fail during playback due to a signal loss. But, there's a way to rule that out. When playback fails while watching a recorded program that you've previously watched, does it stop on its own without a command having been entered on the remote (pause, FF, reverse, etc)? A Contour 1 will continue playing back a recorded program during a signal loss if the signal loss began after playback started. But, if you use the remote, the DVR will lockup because it can't receive a reply from the Cox server. The DVR won't respond to the remote and you'll be unable to reboot it until the signal returns. However, if the DVR responds to remote commands and you're able to watch any other recording when that happens, then an intermittent signal loss is not your issue.
When playback fails on a previously watched recording, it is usually error code 2.1.2.1. In the most recent case, the recording played back without issue one time, then on the second playback, got error code 2.1.2.1. Tried it again starting the next morning, and it plays back without the error code, but it consistently freezes up at about 2 1/2 hours on a 3 1/2 hour recording, with the time stamp getting locked up at 2:23:?? but continuing to play for a few more minutes before it freezes up. I'm able to watch other recordings without issue. This is a case where the recording was somehow corrupted after having watched it one time, which has happened before, with prior Cisco DVRs, but it is a rare failure.
Most of the failures seem to have occurred during recording, displaying error code 2.1.2.1, or freezing up, or sometimes skipping way ahead on the recording, sometimes to the end of the recording (displaying the end of recording options to delete or cancel).
I think there have been two instances since we first switched from Motorola to Cisco where error code 2.1.2.1 displayed, but power cycling the DVR, allowed the recorded program to play back without error. This happened on the current and one of the prior DVRs, and is very rare.
There have been times in the past with the DVR stopped responding to remote control commands. I don't recall what steps I needed to take to get the DVR to respond again.
There have also been times where pause, fast forward, or fast rewind buttons failed to respond on one live channel, but pressing last channel worked and would switch to the prior channel being watched, and the pause, fast forward, or fast rewind buttons worked properly. Then after pressing last channel a second time to go back to the first channel, pause, fast forward, or fast rewind buttons fail to respond.
It's possible that I'm experiencing intermittent signal loss, but I don't know what, if any Cox services my neighbors are using, such as DVR.
