Showing results for 
Search instead for 
Did you mean: 

Helix app is a **blip**p, recording lost in space

Started downloading a recording to my phone only to realize that Videotron has a ridiculous policy of only being able to watch and manage a recording only in one place from their PVR cloud.  So I cancelled the download and now the recording cannot be managed ANYWHERE, PVR says it's on my phone and phone says it's on another phone with the same name.  Ridiculous, you would think Videotron could afford better programmers.


Is there a way now which I have not figured out to just have the recording managed by the Helix PVR?


Thanks for reading.


Moderator - Solution Expert
Moderator - Solution Expert

Hello tuxking! 


The necessity to only have the recording on one place at a time (either on the cloud or downloaded on your device) is due to restrictions pertaining to the licenses and rights we have obtained from the holders of the Intellectual property rights on that content. 


The situation you describe can happen if there is a discrepancy between what is actually downloaded on your device and what the cloud thinks is phyiscally downloaded on your device. Thankfully, this is an easy fix. 


The first thing to do is to go on your device and (for Android devices) go to Settings - Applications - See all, select the Helix app then delete both storage and cache in the details of the application. 


Once that is done, on your Helix decoder, push the Helix button then go to Settings (the icon looking like a cog wheel). Under Device Settings, press the "Sync PVR" option. This will synchronise all recordings between all your devices and should fix the problem. 


I hope this helps!