Forum Discussion

Stones1's avatar
Stones1
Tuning in
24 days ago

TV go device replacement issue

I have an issue that every time I want to use TV Go it request me to replace a device, even though I am using the same device (Dell Laptop running Windows 11) and same browser. It has now locked me out and can not use till the 1st February as I have replaced the same device 3 times this month.

I have an Ipad and mobile phone that does not have this problem. Any ideas how I solve the issue of access with the lap top.

 

  • Thanks for your time via PM Stones1

    The registered devices have now been reset. 

    Let us know if you need anything else 🙂

  • Paul, Thanks for the information, the setting for the cache are set and have not been changed. Also they have not been deleted or cleared. So I do not understand why it is only my laptop that is affected. Is there any way the device register can be reset or the cache information be repaired or replaced.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team

      Thank you for confirming.

      Can you just confirm what version Windows11 are you using? 

      Have you always had this issue just on this device?

      We can look at resetting your device, but please remember TV go primary use is a smart device and not really a laptop. 

      • Stones1's avatar
        Stones1
        Tuning in

        Edition    Windows 11 Home
        Version    24H2
        Installed on    ‎08/‎11/‎2024
        OS build    26100.2894
        Experience    Windows Feature Experience Pack 1000.26100.36.0

  • Hi Stones1,

    Thank you for reaching out to us in our community and welcome, sorry to hear you are facing issues with your Laptop and TV Go not remembering the device, this can happen if you have set for the laptop to delete cache and cookies this will stop the App remembering your device and will see it as a new device each time, to stop this you would need to change the settings

    Regards

    Paul.