telustvplus.com not showing any content

[jeanc555]

I can log in to Telustvplus.com and see the normal guide and list of shows but when I select anything it pops up a blank screen.  It eventually gives a "Playback" error.  I've tried logging off and on, clearing cash and data, and tried rebooting.  Nothing makes a difference.  Just started sometime today.

[FuzzyLogic]

I just tried it with Edge in Windows 11 and all worked as expected.

[TELUS_Support]

Hi @jeanc555 - maybe try using Google Chrome and let us know if that works

[jeanc555]

Hi,

Yes, working now. Started to work around 8 am yesterday. I think it was an update to the app because now there is an option to record.

Thanks,

Jean

[TELUS_Support]

Glad to hear it's working!

[newio]

I was able to watch telustvplus up until last week, but not this week.  It is just black and frozen when I try to play a recording or a guide tv station.  It works on a differerent windows 10 system in an updated edge browser, but no longer on windows 7 chrome. What exactly has changed?  It says chrome should be supported. There is no error message like when I use firefox it says "Unsupported", but with chrome it just is a black stuck screen.

[FuzzyLogic]

All the major browser update themselves on a regular basis (weekly and sometime more often). It's likely that Chrome did an update that caused this issue. I would check if there is a newer version of Chrome

FWIW I attempted to watch a streaming movie on Hoopla last week. I didn't have any issues before but last week but all I got was a black screen. The solution was to turn off graphics acceleration in Edge and then things worked as expected.

[newio]

The browser didn't change at all.  Something at Telustvplus changed.

[TELUS_Support]

Hi @newio - I would assume that the issue you are encountering is an issue with Chrome itself. You might be using too old of an operating system and an outdated version of Chrome that may not be compatible with the video player

[newio]

Edit: I have discovered the issue was the Widevine CDM version (a built-in browser plugin).  It handles the DRM of the video stream.  Apparently 4.10.2710 expired at the end of October, and a new one was needed: 4.10.2830.  Would have been nice if the web site informed the user of that instead of just a black screen.