Virgin Media Community

[nigelar]

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

[Kath_F]

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, 

[nigelar]

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

[Gareth_L]

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

[newapollo]

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 

[BenMcr]

Pretty sure the TV Go app doesn't see the V6 at all even when it's working.

All the box features are built for the 360 only - which is why TV Control is needed for the V6 and TiVo boxes.

[nigelar]

Thanks for replying. No VPN or a/v running on tablet. But It uses an internet connection rather than V6 for services. 

[nigelar]

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

[newapollo]

Are you sure there isn't a VPN add on running in your browser? Some antivirus programs add them

[nigelar]

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.