Viper state is not healthy

[kh10]

I have recently been having issues with the TV go app. While changing channel while logged in it often logs me out forcing me to log in again and more recently I get the message Not available sorry can't play this at the moment. Viper state is not healthy.

Using a Samsung Tablet with Android 10 up to date with software does anybody know what's going on?

[ColinTW]

Exactly the same for me on Samsung tab. Everything up to date but last 3 days when I try to watch,  I get the message "viper state is not stable". Signing out and back in again doesn't help so I have to reboot the tab which solves the issue. It's a pain

[Steven_L]

Hey @kh10,

Welcome back to the community and thanks for your post.

I'm really sorry to hear of the issues with your TV GO app at the moment. Is the problem still ongoing? 

Does this happen on any specific channels or particular content or is it across the whole app?

Have you tried to uninstall and reinstall the app or clear the apps data and cache?

Do you have the same issue if you access TV GO via your browser instead of the app?

Regards

Steven_L

[kh10]

Hi,

I am still having issues. I can start watching a programme and after some time it chucks me out and I need to resignin but then the viper error comes up. On other occasions when I change channels it again says it's not available and the viper error, logging in and out, shutting down the app and starting again does not help the only way to watch again is a restart of the tablet and this is very inconvenient when in the middle of a programme or when changing channels and missing the start. It started about 2to 3 weeks ago befor that I did not have any issues

[kh10]

• I have tried to uninstall the app and reinstall it this does not help, software is all up to date. I only watch a few channels this way and have not noticed it restricted to any particular so I would say it's across the platform. Have not tried outside of the app from the browser after all what's the point of the app if it don't work.
• Hope you can help resolve this issue

[Steven_L]

Thanks for your response @kh10

Have you tried to uninstall and reinstall the app or clear the apps data and cache since the issues started?

Regards

Steven_L

[Steven_L]

If you could check the browser version, it could narrow down if the app is the problem or your login(not through any fault of your own) that is causing the issue, I wouldn't want you to use the browser version all of the time this would be just to test and if I log this with the app team, they will ask me if that has been tried.

If you could check this would save time if we have to log the problem with the specialist team and we can hopefully get this resolved quicker.

Regards

Steven_L

[kh10]

Hi Steven,

I have checked the webbrowser version and have not been able to replicate the issue, however everyone I changed channel today on the app it required me to resign in and then I got the viper message. It looks to be an app issue.

Kevin

[Zak_M]

Thank you for coming back to us @kh10 

Could you please provide us with a screenshot of the error message you are getting when using the tablet? 

Kind regards,

Zak_M

[sgreybe]

I get this too, regularly. Watching on my Samsung tablet on the TV Go app, can watch fine for some time but after a while the app chucks me out and forces me to log in again. Then I get the "Viper is not healthy" error and nothing fixes it. I don't want to have to reinstall the app or reboot my tablet every time this happens as I'm watching live sport and miss part of it every time I have to do that. My tablet's software and the app are both up to date.