I used the previous version all the time on my Samsung tablet. Since the new updated version I cannot play any TV from the Guide. I either get this error "Required output protections are not active" or it hangs. I cannot find any explanation or workaround on your sites. I updated the app today. Is there any workaround? Can I no longer use your app from this device? It works on my phone. Anyway to get the old version back?
Thanks for the details - I have passed it along to the app development team for investigation.
Hi @KHR @Dococ @Harrisclh
Here is my Update.
I created Ticket 4321055 on 2Dec. I was told I would get a call back in a couple days. Called Dec 6 and a different Telus person created another Ticket for a "Request to the back office". He promised he would call back in a couple days. Nothing. I called today Dec 15th. There is a note from Dec 8. Try same steps with clearing cache, etc. & reinstalling. If doesn't work I'm to contact Samsung.
I guess I will wait for the next upgrade & keep my fingers crossed I will be able to watch again using the app on my tablet.
All the best,
I have the same problem on my Samsung tablet. I live how Telus says to contact Samsung because the Telus app doesn't work.
I just want to watch a hockey game while I make dinner.
I just installed an app to check my DRM settings. Both my phone and tablet have only Level 1, yet my phone can stream channels but the tablet can't.
Interesting. I was initially wondering about this. Decided to wait to verify if Telus requested when they called back. Crickets. Thanks for checking.
February - last edited February
Hi @Alberss @Harrisclh @Susanpeyton @Bob_Unlikely @Hockeydad16k @Chester14 did anyone manage to resolve the issue? Our development team has been trying to reproduce this error, but unfortunately it seems to only be happening on specific tablets, particularly with an older OS version, and so far we've had no luck in reproducing this error with the devices we have on hand.
If you are still experiencing this issue and is willing to share a bug report, it would go a long way to improving the handling of this error. Please see instructions below:
Thank you in advance!
Thank you @Harrisclh, I've passed this information to our development team and they will review it internally. I will share any feedback as soon as I receive them. Thank you again!
It happens with any content on the Telus TV+ app on my Samsung tablet. Nothing will play. Any chanel live, and any on demand content.
Samsung Galaxy Tab S3 SM-T820 OS9 One UI version 1.1
Build Number PPR1.180610.011.T820XXU3CTD5
Telus TV+ App Version 22.214.171.124
But Report: https://drive.google.com/file/d/1jDhyXSGbLb4M9dJazamG_TZnuUkn6syd/view?usp=share_link