My library appears to have deleted itself

Butterflygirl · 08-04-2010, 17:51

Feeling pretty narked.

Having been away on holiday I was well behind on my viewing with some 50+ programmes waiting to be seen.

Today I was catching up at lunch time when everything went black and locked.

I reset the vision box only when it restarted all the recordings had gone.

I tried again and waited to see if anything would happen it didn't.

I rang BT who told me to wait an hour. Still nothing. I rang again and was told that there was nothing that could be done and to do a factory reset. I haven't done this yet as I know that this will definitely wipe out anything that might still be hiding somewhere.

Has anyone got any ideas, please? Thanks.

wwwebber · 08-04-2010, 18:28

Yes - a factory reset will defo wipe the lot so good decision there.

When you say you reset the box - did you mean switched it on and off ?. Is everything else working as you'd expect ?.

My only guess is that your box has developed a fault. I'd leave it overnight and see if all is well tomorrow.

Butterflygirl · 08-04-2010, 18:45

I pressed and held the long on/off(?) button as I have been told to do on previous occasions.

Thanks for your time

AikenDrum · 09-04-2010, 09:55

Unless something has gone seriously wrong with the box (which is possible), your recordings have not been wiped. The recordings menu does not appear until a few minutes after the box has rebooted, as the box need to establish communication with the Vision servers. If the recordings menu does not appear, then I would suspect that the box cannot establish that connection.

Try following the flowchart here:

http://www.btvisionuser.co.uk/help/troubleshooting/

Let me know how you get on.

Butterflygirl · 09-04-2010, 12:54

Thanks AikenDrum, I did leave it an hour after the first reset yesterday but it made no difference.

Today nothing had changed and I unplugged it as BT suggested but its still only giving me the items I recorded yesterday after the freeze.

I have followed the flowcharts, thank you.

Butterflygirl · 11-04-2010, 12:33

Still nothing and losing all hope now.

My Husband wondered if it is possible to take the hard drive out and load it up onto the computer somehow?

I can't quite believe that a hard drive can be wiped clean like that. The same thing happened to my digifusion a few years ago and they were just the same "nothing we can do".

wwwebber · 12-04-2010, 11:26

sorry - that's it I'm afraid. Call BT and tell them wht happened and that you think the box is faulty and want a replacement - you don't want it happening again

Butterflygirl · 12-04-2010, 11:54

Quote:

Originally Posted by wwwebber

sorry - that's it I'm afraid. Call BT and tell them wht happened and that you think the box is faulty and want a replacement - you don't want it happening again

Thanks wwwebber, sigh.

I tried emailing the technical support but they just said there were lots of reasons so several options to try and to ring the help desk. Well, if there are lots of options why did the help desk just tell me to factory reset without trying any of them? Sounds like a cop out to me, passing the buck as it were.

The thing is we were BT triallists so I don't think we would qualify for a replacement and I'm not enamoured of it enough to buy one especially as we can't even get the on demand programmes as we 'live too far away from the exchange' (actually about 2-3 miles but who's counting?).

foxkilla · 12-04-2010, 12:47

Quote:

Originally Posted by Butterflygirl

I can't quite believe that a hard drive can be wiped clean like that. The same thing happened to my digifusion a few years ago and they were just the same "nothing we can do".

If you have done a factory reset this will have formatted the hard drive, so all recordings will be lost.

I have posted previously that there is virtually no situation that requires a factory reset.

sorry

Butterflygirl · 15-04-2010, 11:46

Quote:

Originally Posted by foxkilla

If you have done a factory reset this will have formatted the hard drive, so all recordings will be lost.

I have posted previously that there is virtually no situation that requires a factory reset.

sorry

Thanks foxy (I cant put foxkilla - are you riding around in a red coat!

) No, I haven't done the factory reset, I turned down that 'kind' offer

I've yet to ring them back, I'll wait till I have an hour of time I can afford to waste.

08-04-2010, 17:51	#1
Butterflygirl Forum Member Join Date: Apr 2005 Posts: 764	My library appears to have deleted itself Feeling pretty narked. Having been away on holiday I was well behind on my viewing with some 50+ programmes waiting to be seen. Today I was catching up at lunch time when everything went black and locked. I reset the vision box only when it restarted all the recordings had gone. I tried again and waited to see if anything would happen it didn't. I rang BT who told me to wait an hour. Still nothing. I rang again and was told that there was nothing that could be done and to do a factory reset. I haven't done this yet as I know that this will definitely wipe out anything that might still be hiding somewhere. Has anyone got any ideas, please? Thanks.

08-04-2010, 18:28	#2
wwwebber Forum Member Join Date: Feb 2001 Location: Nottingham Posts: 3,536	Yes - a factory reset will defo wipe the lot so good decision there. When you say you reset the box - did you mean switched it on and off ?. Is everything else working as you'd expect ?. My only guess is that your box has developed a fault. I'd leave it overnight and see if all is well tomorrow.

08-04-2010, 18:45	#3
Butterflygirl Forum Member Join Date: Apr 2005 Posts: 764	I pressed and held the long on/off(?) button as I have been told to do on previous occasions. Thanks for your time

09-04-2010, 09:55	#4
AikenDrum Forum Member Join Date: Jul 2005 Location: North Yorkshire Posts: 89	Unless something has gone seriously wrong with the box (which is possible), your recordings have not been wiped. The recordings menu does not appear until a few minutes after the box has rebooted, as the box need to establish communication with the Vision servers. If the recordings menu does not appear, then I would suspect that the box cannot establish that connection. Try following the flowchart here: http://www.btvisionuser.co.uk/help/troubleshooting/ Let me know how you get on.

09-04-2010, 12:54	#5
Butterflygirl Forum Member Join Date: Apr 2005 Posts: 764	Thanks AikenDrum, I did leave it an hour after the first reset yesterday but it made no difference. Today nothing had changed and I unplugged it as BT suggested but its still only giving me the items I recorded yesterday after the freeze. I have followed the flowcharts, thank you.

11-04-2010, 12:33	#6
Butterflygirl Forum Member Join Date: Apr 2005 Posts: 764	Still nothing and losing all hope now. My Husband wondered if it is possible to take the hard drive out and load it up onto the computer somehow? I can't quite believe that a hard drive can be wiped clean like that. The same thing happened to my digifusion a few years ago and they were just the same "nothing we can do".

12-04-2010, 11:26	#7
wwwebber Forum Member Join Date: Feb 2001 Location: Nottingham Posts: 3,536	sorry - that's it I'm afraid. Call BT and tell them wht happened and that you think the box is faulty and want a replacement - you don't want it happening again

12-04-2010, 11:54	#8
Butterflygirl Forum Member Join Date: Apr 2005 Posts: 764	Quote: Originally Posted by wwwebber sorry - that's it I'm afraid. Call BT and tell them wht happened and that you think the box is faulty and want a replacement - you don't want it happening again Thanks wwwebber, sigh. I tried emailing the technical support but they just said there were lots of reasons so several options to try and to ring the help desk. Well, if there are lots of options why did the help desk just tell me to factory reset without trying any of them? Sounds like a cop out to me, passing the buck as it were. The thing is we were BT triallists so I don't think we would qualify for a replacement and I'm not enamoured of it enough to buy one especially as we can't even get the on demand programmes as we 'live too far away from the exchange' (actually about 2-3 miles but who's counting?).

12-04-2010, 12:47	#9
foxkilla Forum Member Join Date: Feb 2007 Posts: 286	Quote: Originally Posted by Butterflygirl I can't quite believe that a hard drive can be wiped clean like that. The same thing happened to my digifusion a few years ago and they were just the same "nothing we can do". If you have done a factory reset this will have formatted the hard drive, so all recordings will be lost. I have posted previously that there is virtually no situation that requires a factory reset. sorry

15-04-2010, 11:46	#10
Butterflygirl Forum Member Join Date: Apr 2005 Posts: 764	Quote: Originally Posted by foxkilla If you have done a factory reset this will have formatted the hard drive, so all recordings will be lost. I have posted previously that there is virtually no situation that requires a factory reset. sorry Thanks foxy (I cant put foxkilla - are you riding around in a red coat! ) No, I haven't done the factory reset, I turned down that 'kind' offer I've yet to ring them back, I'll wait till I have an hour of time I can afford to waste.

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My library appears to have deleted itself