error while trying to play recordings

Chutzuttau93

Hi everybody

I have two recordings from 04/04/2022 that will not play. When I press play, I get the error message "Leider kann Ihre Auswahl zur Zeit nicht abgespielt werden" - STB-UI-10208.

Same problem in browser (Firefox): "Es ist ein Fehler aufgetreten. Bitte versuchen Sie es später nochmals"

No flash symbol is visible to indicate the recordings as faulty.

Thanks for helping me out or solving the problem...

Gaeilgeoir

@Chutzuttau93 Do you have this problem only with these two recordings, and all the other work properly? Which channel?

Sometimes in such case a reset of the box, with a paperclip? This could help, but in this case as even with the browser you have the same problem, possibly it could be better to reset the router (also with a paperclip in respective hole on rear panel of the router).

Would be interesting if this helps-

Chutzuttau93

Thank you for the reply.

And yes, I have this problem only with the mentioned recordings (recorded on channel "sky cinema").

All other recordings play without any problems.

Resetting router and TV-box (with paperclip) were no solution as the problem persists 🙄.

I have now archived the recordings so that they are not unexpectedly deleted and continue to hope for a solution.

Gaeilgeoir

@Chutzuttau93 In that case, I suppose that the recordings are corrupted somehow. I would call the hotline 0800 800800 and insist to get a 2nd level coworker there, probably they can directly take a look on the recordings and can tell you what's the problem with them.

Black Mamba

in addition to information from @Gaeilgeoir

STB-UI-10208 STB-UI-10207 STB-UI-10204 errors

are sometimes reported in the various Communities

without having any explicit meaning of the why of these errors

Résolu: STB-UI-10208 | Swisscom Community

Swisscom Community - Stb-ui-10208 - enregi teleub - Swisscom Community

Swisscom Community - STB-UI-10208 error when replaying recordings - Swisscom Community

Gelöst: Kann Aufnahmen nicht abspielen | Swisscom Community

the COMPLETE reset of the installation is often recommended otherwise here is an answer from support:

"... We are happy to analyze your respective situations. For this, please send us your contact details by private message. Please also tell us the date, time, channel and name of the program on which the error appeared. Thanks in advance..."

private message to a forum moderator/admin

click on his nickname and send a message

LeylaG

Hello @Chutzuttau93

If a reset of your installation doesn't work, contact our technical assistance as advised by @Gaeilgeoir. My colleagues will check if it is possible to restore the recordings or if they are definitively faulty. That happens especially if the live TV had a problem.

By curiosity, I'll try also to watch them from the app on your smartphone or tablet. I have already seen recordings that couldn't be watched on the TV working fine on the app.

Let us know how it goes.

Have a nice Sunday

Spawn

Hi, i have the same problem, we are not alone😉. I hope, they can help us

Chutzuttau93

Hi @Spawn

I'm hoping the same 😉

Short update how the status is with me at the moment and what happened so far:

After no one really had a solution, I followed @Gaeilgeoir 's tip and called the hotline. They checked the connection, with the result that they sent me a technician. Because according to the person on the phone, the connection was too bad.

The technician checked the house installation and found no problems. In his opinion, the problem is definitely with the server, as the recordings are not playable on either the box or the PC - which is how he wanted to report to swisscom.

Now I am waiting for the next step from swisscom in the hope that the problem can be solved.

In the meantime, I wish everyone a great weekend and will get back as soon anything new comes up.

Spawn

Thanks. So I, as a layman, also think that this is due to the Swisscom cloud server and not to us. I was now able to get the problem forwarded to 2nd level support. I clearly expect help from Swisscom here, otherwise I will cancel my subscription, we both pay enough for it. So have a nice weekend and let's wait and see.

Chutzuttau93

Todays update:

This morning I received another call from support. And after I gave all the details once more, everything was checked again.

Second call after noon. Then I was told that Swisscom can't play the recordings either.

Now the search for a solution continues and I have to be patient for once more...

I hope the solution will be found before we start our vacations in two weeks 🙄.

Spawn

I don't think they know the problem themselves. I haven't heard anything from Swisscom yet 🙈.

Gaeilgeoir

@Chutzuttau93 To conclude this topic here the explanation stated this morning in the german-speaking community from @BenjaminS a Swisscom coworker (I tried to translate it):

"On 1.4.2022 blue Prime was replaced by Sky Cinema.
In this process, a channel configuration had to be imported,
which ensures that the content to be saved is retained.

Normally, stored film data is transferred after 2 weeks
from the short-term memory to the long-term memory.

Due to a malfunction that remained undetected for a long time,
this film data was not moved correctly and is no longer available.
available since then.

Unfortunately, the affected recordings can therefore no longer be played.

The error was corrected on 2.6.2022 and all recordings from that date onwards are now
are now saved correctly.

We'd like to apologise for the inconvenience caused"