Forum Discussion

GabeU's avatar
GabeU
Distinguished Professor IV
7 years ago

Video Data Saver missing...

My Video Data Saver is missing tonight.  I power cycled the modem and restarted my computer.  Neither helped.  It's not in the Usage Meter or the myAccount site.  Anyone else having this issue?    ...
Data Management
  • Hardy's avatar
    Hardy
    7 years ago

    Hi Gabe,

    Thank you for letting us know. I apologize this is happening again. I will have this escalated for you. 

    Thanks,

    *Felicia*

  • Liz's avatar
    Liz
    7 years ago

    Hi Gabe,

     

    Our devs checked the VDS config stuff in the background and say all look correct. Can you please let me know if the setting is there now? Please log out fully before logging back in to check. Might as well clear the browser cache as well to be on the safe side. 

     

     

    If it's still missing, please take a screenshot so I can send to the devs. Thank you!

     

stevef's avatar
stevef
Junior

Just switched from Gen4 to Gen5.

 

2 hours of new Net, I don't see any Video Data Saving, or Settings or Video Settings. It should be there, under the "My Account", but it's not there. I tried to contact Customers Service on chat, but they just gave a phone number. I don't see how talking on phone is better than telling on Chat what that problem is. Either way, if so many people are complaining about it for weeks and week, yet I see no Technician addressing the issue, then it looks like a serious problem. :-/


GabeU's avatar
GabeU
Distinguished Professor IV
6 years ago

stevef 

 

I understand that you're new to the Community, but the widespread issue, which just started within the last day or two, IS being addressed, as is referenced In the Announcement area of the main page of the Community.  Engineers ARE working on it.   

 

At the same time, the issue which caused me to start this thread was not common.  Until the present issue, I'd hardly call three people over a two month period "so many people."  And, as you'll notice in this thread, the Engineers were, in fact, addressing it.    

  • MarkJFine's avatar
    MarkJFine
    Professor
    6 years ago

    Likely a simple database access/privileges error. There have been other things that seem to pop in and out in the past, just not as noticable.

  • stevef's avatar
    stevef
    Junior
    6 years ago

    I found it on the main page, earlier today, good to see they are on the issue now. :) 

     

    • Liz's avatar
      Liz
      Moderator
      6 years ago

      Hi Steve,

       

      Thanks for speaking up, I want to send over your info to our engineers working on this. Please tell me when you first noticed the VDS setting missing. Is it still missing now?

       

        Your cooperation, patience, and understanding are much appreciated.

      • GabeU's avatar
        GabeU
        Distinguished Professor IV
        6 years ago

        Mine's playing hide and seek again tonight.  :p

         

        It'll show back up soon, no doubt.

         

        Edit:  Sure enough, it's back.  

         

        I went to the Settings page on the My Account site (I had to manually type the address as the Settings tab wasn't there), and there was no VDS control.  I had to do something away from the computer for a little over an hour and I forgot to close the page before stepping away.  When I returned to the computer I refreshed the page and the control was there.  The Settings tab still isn't there, but I'm sure if I closed and re-opened my browser it would be.  I closed and re-started the Usage Meter and Video Settings is now there.  :) 

         

        Edit 2:  Sure enough, the Settings tab was there after closing, then re-opening the browser.

         

        I think that, from now on, I'm going to wait for an hour or so after I first notice the VDS control not being there and subsequently power cycling the modem, as a few times now I've seen it pop back up a short time afterward.  With that said, though, I don't know for sure that power cycling the modem has anything to do with bringing it back.  It could just be a coincidence.  Again, though, from now on I'll wait for that time just to give it a chance. :)