Lost recordings after update

[JeffB18]

Every time I get a message to say there is a software update ready I have 5 choices - the recommended option or  factory reset whilst saving or deleting recordings.  I choose the recommended option thinking that would be safe after previously losing all my recordings. However, every time I perform an update using this recommended option all my recordings are lost. I can’t use the tv without carrying out the updates so can anyone tell me how I can do this without losing all my previous recordings?  

[Schockwave]

Hello @JeffB18 ,

Welcome to the community,

You should not lose the recordings you have, whilst updating, not sure why this is happening. What is the recommended option?

[JeffB18]

Hi thanks for responding to this problem.

I’m not 100% sure of the wording but the 5 options were along the lines of:

Update software normally (recommended)
Factory reset keeping recordings
Factory reset deleting recordings
Internet software update keeping recordings
Internet software update deleting recordings.

The first time this arose I chose the second option as I wanted to make
sure I did not lose the 100+ that I had. Result - I lost them all.

Last time (this week) I chose the first option - recommended, but still
lost all the recordings I had since the first deletion.

I have no idea why they keep being deleted 😱

Any thoughts would be gratefully appreciated.

Thanks.

[Profile closed]

As a long term user of YouView powered kit I have to admit this messaging is new to me!

Usually you only see messages on keeping recordings during a box reset, a software update would normally just happen.

[DarrenDev]

Those options aren't part of a software upgrade - your box is going into Maintenance Mode.

https://ee.co.uk/help/tv-sport/fix-problem/how-to-reset-your-ee-tv-box

Is there any chance any of the buttons on your box are being held in?  e.g. anything pressing up against them?  Try tapping all the buttons, in case they're stuck.  Then reboot your box by turning the power off and on - does it show the menu again?

[AJHunt1]

Same just happened to me. I had quite a few series and film on there including some old ones you can't get on DVD or Video. Really annoyed now. Box is hidden so no buttons where pressing down. Only thing I do is shut is off from 12.30am till 4pm or when I need it. Just to save on electricity. Now have to find series again. By Britbox subscription to watch some others. I'll have to cancel my NOW package with you to do that! Awful set up. You press the recommended selection and deletes all your library. Thanks a lot! 😡

[AJHunt1]

I restarted my box three times and then same maintenance menu come up. I thought I was doing the correct thing seeing. Recommended selection. Didn't say you would lose all data? What a big con.

[DarrenDev]

Not quite following you @AJHunt1 - why did you reboot your box 3 times?

Note: you're better setting the power settings on the TV Box to put it into deep standby at the times you don't want to use it.  It's better for the life of the hardware, and costs pennies per year.  It also ensures the box is able to perform updates and routine maintenance when needed.

[AJHunt1]

I switch everything off that's not needed at the time. But hey I can always go back to Freeview to save money.

Turned box on and off at mains 3 times to clear that menu coming up. There should be a pre warning saying 'are you sure you wish to do this as everything will be deleted'. I thought it was an update or an error with the box. Why is that hard reset the 'recommended' option? You might be an expert on the YouView box. I am not. But I'll take you to my work and let you process and few thousand litres of beer....

Really not impressed. Firstly you offer Discovery+ as a big option. Then you take it off the apps list and replace it with GBnews? 

Might be pennies to you but it's between me keeping WiFi on or the EE box.

[DarrenDev]

A TV Box Pro in deep standby (left connected to the internet), costs about 90p per year in electricity, but can extend the lifetime of the hardware by much longer - saving costs in the long term.  I don't understand the comment about choice between wifi or EE box though?

Discovery+ hasn't been removed from the apps list - it's still there.

Was the box already going to the maintenance menu itself when you chose to reboot it 3 times?  I can't remember what the options on the menu look like now, but I thought they mentioned whether recordings would be kept or not?