on 06-02-2022 12:57
Tried Virgin TV Go app today on my Google Pixel C Tablet running Android 8.1.0.
It is returning an error message "Sorry - we can't play this at the moment (Licence error code.Licence invalid). This error on most channels except a few.
I have uninstalled and reinstalled the app. Version 4.34.23105.
Working ok on my mobile device.
Thank you
Answered! Go to Answer
on 24-02-2022 15:26
Thank you for that information. I would like to check over this further for you and so I will private message you to confirm some details.
In the meantime would you be able to factory reset your tablet for me and then once that is completed, please only download the Tv Go app and see if you're able to use this?
^Martin
on 07-02-2022 13:06
Hi nigelar,
Thanks for your post and apologies to hear you're having difficulty watching channels on your Pixel device.
As it's working on other devices, it suggests the issues are related to your device.
Can you give some examples of the channels or programmes you re trying to watch so we can try and replicate things here?
Let us know.
Thanks,
on 07-02-2022 13:24
Thank you for your response.
Here are some examples of channels not working:
Sky Max
Alibi
Dave
Sky News
Eurosport
All BT Sport
Here is one working channel I found:
Sky Arts
In addition I have found that the parental control PIN is not recognised - it works fine on my V6 box. There is a reset option I tried which did nothing.
Further diagnostics:
Build : 4.34.0 Prod (4.34.23.105)
Device : Google Pixel C
OS : Android 8.1.0 (API 27)
Video Player : 2.13.2
OV : 3.15.15
Conviva : 4.0.11.150
Connection type : WiFi - (N/A)
Customer HH : 126795097
MQTT broker : DISCONNECTED
Device IP address : 192.168.0.97
MQTT CPE status : Unknown
Last Mqtt status check : No attempt
on 08-02-2022 14:52
Hi nigelar
Its a tricky one to fix as its working okay on the other device
Just an issue with the Tablet
I am going to go away and ask a few questions
As soon as I have an update I can let you know
Gareth_L
on 08-02-2022 15:35
Hi @nigelar
The default pin for the app is 0000
It looks like the app isn't recognising your V6 box (see highlighted text in red from your previous post)
Build : 4.34.0 Prod (4.34.23.105)
Device : Google Pixel C
OS : Android 8.1.0 (API 27)
Video Player : 2.13.2
OV : 3.15.15
Conviva : 4.0.11.150
Connection type : WiFi - (N/A)
Customer HH : 126795097
MQTT broker : DISCONNECTED
Device IP address : 192.168.0.97
MQTT CPE status : Unknown
Last Mqtt status check : No attempt
Do you have a VPN running on your mobile, or any anti virus software? If so turn it off and see if the TVGo app then works.
It might also be an idea to reboot your V6
on 08-02-2022 15:45
on 08-02-2022 16:02
Thanks for replying. No VPN or a/v running on tablet. But It uses an internet connection rather than V6 for services.
on 18-02-2022 18:55
Hello does anyone have an update?
A search of this forum with the phrase "MQTT Broker disconnected" per the diagnostic page does reveal that several others have had a similar issue in the past.
Btw the Sky Sports app works perfectly.
The full error message is "Not available. Sorry - we can't play this at the moment (licenseerrorcode.license.invalid)
Thank you
on 18-02-2022 22:12
Are you sure there isn't a VPN add on running in your browser? Some antivirus programs add them
on 18-02-2022 22:14
Thank you for your reply.
From my previous response you will see that I've already confirmed that I am not running through a VPN.