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Support XFINITY TV X1 DVR with Cloud Technology: Download Feature FAQs

Introduction

Frequently asked questions about the download feature of the X1 DVR with Cloud Technology.

Note: X1 DVR with Cloud Technology is available only to a limited number of customers in select Comcast areas at this time.

Frequently Asked Questions

How do I download a recorded program to my mobile device?
Using the XFINITY TV app while on your in-home XFINITY WiFi network, browse your list of completed recordings on the Recordings tab. Select the Take to Go option when looking at the Episode Detail. All downloaded recordings will be shown on the Downloads tab.

Can I download recorded programs to a computer?
At this time, we only offer the ability to download recordings using the XFINITY TV app.

How many devices can I download recorded programs to with the X1 DVR with Cloud Technology and the XFINITY TV app?
Up to 5 devices can be authorized for downloading of DVR recordings for offline viewing.

What is the maximum number of downloaded recordings allowed per device?
The maximum number of downloads per device is 10, provided your device has sufficient available memory space.

Can I download the same DVR recording to multiple devices?
Once a recording has been downloaded to a device, that recording has been "checked-out." Only that device can view/play back that recording. You must "Return" the recording to your DVR library to access it on your TV and other devices.

When a recording is checked out to a device, can an X1 DVR with Cloud Technology customer see an indication on all other devices?
Yes, the XFINITY TV app will indicate which recordings have been downloaded to another device.

Can an X1 DVR with Cloud Technology customer download an in-progress recording to their mobile device in their home?
Only completed recordings can be downloaded to a device for offline viewing.

What channels are available for download with the X1 DVR with Cloud Technology?
This feature includes all linear channels on your lineup except for Pay Per View, Music Choice or Adult channels.

What happens if the download of a recording fails for any reason?
The recording will be automatically "Returned" so that it is available to other devices.

How do I "Return" a DVR recording?
Using the XFINITY TV app, browse your list of Completed recordings on the Downloads tab. To check in the recording, select the Return option in the Episode Details. You can be connected to any Wi-Fi connection (in the home or outside of the home) to complete the check-in process to allow the recording to be watched or downloaded to another device.

What happens when I "Return" a recording?
The recording is removed from the device and is then available for playback on your TVs and all registered devices. If the program was partially watched while it was downloaded, the resume point from the recording will be used as the new common resume point.

How many days can a downloaded recording be stored on a device?
Upon download, a recording is available for offline playback for 30 days.

Why were my downloaded recordings automatically "Returned"?
Upon download, a recording is authorized for offline playback for 30 days. If your device and the XFINITY TV app do not connect to the XFINITY WiFi network for over 30 days, the recording automatically will be "Returned" so it is available for playback and/or download in the home or on other devices.

What happens if a downloaded recording is deleted from the X1 DVR at home or from another mobile device?
The downloaded recording on the device will remain playable for the remainder of the 30 days, unless you connect your device to your in-home XFINITY WiFi network and open the XFINITY TV app.

What happens to downloaded recordings if I uninstall the XFINITY TV app from my device?
The system will automatically “Return” all recordings on the device.

How do I “Return” my downloaded recordings if my device stops working or is lost?
Please contact customer support to request de-authorization of a lost device.

Will I be informed when I try to move a recording to my device and there isn't enough device memory?
Yes, an error message will be displayed indicating insufficient memory.

Can I download a recording to a device while the recording is currently being streamed on another device or watched on my TV?
No, The XFINITY TV app will prevent the download while the program is actively being streamed and will inform you the recording is currently in use.

Will I be informed when I try to download a recording to a device and there are already 10 (configurable) recordings currently checked out of my “locker” for the corresponding device?
Yes, an error message will be displayed indicating the device has reached its maximum capacity.

What will I see when I download a recording?
A progress indicator displays in the application so that you know when it is done downloading.

When I download a recording, can I select the Closed Captions and secondary or Video Description audio tracks?
Yes, provided a program contains Closed Captioning, Secondary Audio Program (SAP) or Video Description, all options will be available in the downloaded program.

Can I choose quality level of the recording I want to download so that I can maximize quality or limit the size of the file on my device?
Not at this time.

Is a recording considered checked out if the recording or a portion of the recording has been copied to my device?
Yes. If a download is interrupted and only a portion of it resides on your device, it will be marked as checked out.

Does the system consider a recording to be checked out if the recording is on a queue to be downloaded to a device?
Yes. If the download is never initiated for a recording on the download queue, it will remain in a checked-out status until you check it back in (or after the 30-day expiration period elapses).

Can I download a completed recording to my device while I am out of my home?
DVR recordings must be downloaded while in the home while connected to the in-home XFINITY WiFi network.

Using the XFINITY TV Go app, customers can download XFINITY On Demand programs while they are out of the home.

Will I be alerted when I attempt to download or stream a recording that is currently checked out to another one of my devices?
Yes. You will see the following message:
"Playback Unavailable – This recording has been taken to go on one of your mobile devices. It must be returned to the DVR before you can watch it on your TV."

For more X1 DVR with Cloud Technology FAQs, please see X1 DVR with Cloud Technology: General FAQs or X1 DVR with Cloud Technology: Recording and Playback Features FAQs.

Find this article at:

http://customer.comcast.com/help-and-support/cable-tv/x1-dvr-cloud-technology-download-faqs/