Optik TV Error Message LP1008 & Mac OS upgrade to Version 10.15.4 (19E266)

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Helpful Neighbour

Today I installed Mac OS Upgrade to Version 10.15.4 (19E266). After installing I am not able to access Optik TV from Safari. I am not able to get to the url at all ... watchoptik.telus.com/#yourtv     I get error message LP1008 when trying to access that site. 

 

I am not sure whether the Mac OS Upgrade is the issue ... or whether the Optik TV site is down. 

 

Thoughts? 


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Ambassador

I'm seeing the same thing when accessing Optik TV with Chrome in Windows. First attempt to login fails with LP1008. If I click retry I am able to get in. This started happening about a week ago. Seems likely to be an issue with Telus given we are using a different browser and OS.

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Most Helpful
Ambassador

I'm seeing the same thing when accessing Optik TV with Chrome in Windows. First attempt to login fails with LP1008. If I click retry I am able to get in. This started happening about a week ago. Seems likely to be an issue with Telus given we are using a different browser and OS.

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Community Power User
Community Power User

What happens if you use just the URL: watchoptik.telus.com ?

NFtoBC
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Ambassador

I'm prompted for credentials and once entered I get the LP1008 error. There is a retry button and when I click that it loads successfully. This has been happening for about a week.

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Helpful Neighbour

Thanks for your help. When I click the retry button ... I am able to access. 

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Helpful Neighbour

When I try the link you suggested, I get the same error message as my original post/question. As pointed out by others who've replied to this post, if I click on the Retry Button, I am able to access. 

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Helpful Neighbour

Thanks for your response. When I click the retry button, I am able to access OptikTV. 

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Ambassador

I noticed that the URL now resolves to what appears to be a 3rd party hosting service. When I look at what's on my PVR the URL displayed is:

 

https://reachclient.proda.tls.tv3cloud.com/#dvr/list

 

This used to be:

 

https://watchoptik.telus.com/#dvr/list

 

I suspect the login issues are related to the change. Hopefully Telus will sort it out.

 

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Ambassador

More peculiar things. If I use Firefox (usually I use Chrome) the URL remains as:

 

https://watchoptik.telus.com/#dvr/list

 

I also don't get the LP1008 error.

 

Both browsers report security issues with the page as indicated by the ! in the URL icon.

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Ambassador

I believe the issue is related to a change Google made in Chrome. The error has gone away since they rolled back a setting related to cookies. If I re-enable this setting the problem returns. More info here:

 

https://www.ghacks.net/2020/04/04/google-is-rolling-back-samesite-cookie-changes-temporarily/

 

That would explain why I didn't have the issue with Firefox. 

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Ambassador

I installed the latest version of Chrome and the issue is back. Hopefully Telus will rectify this soon.

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Helpful Neighbour

Thanks for your response. I am using Safari. I've been having 100% success if I click on the "Retry" button. 

 

I still think Telus needs to fix something ... hopefully they will see this post and follow up. 

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Advisor

I'm having the same issue with MS Edge on an iMac. I tried 'refreshing' and also tried using Chrome. Still doesn't work. It also started happening for me a few days ago. Sigh. Another Telus hiccup. Sad.

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TELUS Employee
TELUS Employee

We've updated the browser so that it uses HTML5 in place of Flash, but your browser might be cacheing the old version and this could lead to issues. Try clearing your cache, or using incognito/private browsing, then navigate to watchoptik.telus.com.

 

If you do this, what URL do you see and do you still encounter the issue?

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Advisor

Thanks, KHR. I've cleared my cache (several times), restarted my browser (Edge), tried the "InPrivate" mode and nothing seems to work. I end up getting sent to the"reachclient.proda.tls.tv3cloud.com" URL.

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TELUS Employee
TELUS Employee

Hi @AfterMath 

 

Just so that I'm clear - are you a Pik TV customer or an Optik TV customer?

 

And, if Optik, is watchoptik.telus.com working for you now? We're troubleshooting this live, so thanks for your help! 

 

 

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Advisor

Optik TV.

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Advisor

Not working. Now I get error 4-44-50001 Browser not supported.

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Community Power User
Community Power User

Which version of Edge are you using? The older IE based one or the newer Chrome based one?


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Advisor

MS Edge Version 86.0.622.68 (Official build) (64-bit)

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Guardian

Could it be a DNS cache issue?

Do you get 216.123.251.36 when you ping watchoptik.telus.com?

 

 

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Advisor

How would one 'ping' to get the DNS sequence?

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Guardian

I don't use Apple products so the best I can do is refer you to this:

https://www.macworld.co.uk/how-to/ping-test-mac-3524076/

 

run ping on watchoptik.telus.com

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Advisor

Okay. I ran the Network Utility and I did NOT get the DNS sequence you outlined below. Mine starts with 205. and this is the final information in the window: 

--- wp-9b17040000000000.id.cdn.telus.com ping statistics ---

10 packets transmitted, 10 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 10.041/11.618/14.887/1.356 ms

 

Now what???

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Guardian

That's the response time. What I was looking for was the equivalent of this highlighted data (from the link I provided)

xray_0-1605217316231.png

 

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Advisor

Regrets, I cannot see your highlighted link.

Is this the information you are needing?

 

Ping has started…

 

PING wp-9b17040000000000.id.cdn.telus.com (205.250.87.36): 56 data bytes

64 bytes from 205.250.87.36: icmp_seq=0 ttl=61 time=6.744 ms

 

 

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Guardian

Yes, that's the info I needed.

Yours: 205.250.87.36

Mine: 216.123.251.36

 

Looks like the watchoptik.telus.com URL is resolving to a different server for you. I wonder if that's the old server prior to the switch to HTML5.

 

Try flushing your DNS cache.

https://www.pcmag.com/how-to/how-to-flush-your-dns-cache

 

 

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Advisor

Flushed the DNS cache. Still not working on either my laptop or my iMac. I don't know how much more I can do. Looks like I'll have to phone the good folks at Telus and hope I get someone who knows something about Macs...

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Guardian

I did some testing on various networks and it turns out watchoptik.telus.com resolves to different IP addresses depending on where you are on the Internet. The fact that you get a different IP address than I do may not be related to the problem you are having.

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Advisor

Optik TV works on Chrome (Flash) but not on Safari nor Edge.