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Alberss

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Optic TV+ app error Required output protections are not active

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?

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Optik-Kate

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Just Moved In

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438 Messages

Hi All, thank you to everyone's efforts! We implemented a performance toggle that addresses this playback error. If your device encounters this error, it will ask you to go to settings to turn on "playback performance", and after restarting the app, VOD or live should play as expected. Thanks again for everyone's help in resolving this issue.

Please note, this toggle is intended to address specific video playback issues, if video playback already works properly on your device, then there is no need to use this toggle. However, if this toggle doesn't address the specific error you're seeing, you'll be prompted again with a specific error message and error code. Please report the full message and we will continue to work on improving this feature.

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tftowner106

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3 Messages

I have the same issue with my Samsung tablet, OS 8.1. I just downloaded the Telus TV+ app again and there is no playback performance toggle in Settings. I contacted Telus Support via Twitter dm this past December and was told a fix was going to be deployed at some point. I'm not happy about losing playback of both live and vod on my tablet.

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tftowner106

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3 Messages

I just downloaded the Android version of the app and there is no playback performance toggle in settings. Like the other posters I have a Samsung tablet but with OS v 8.1. The app worked fine until you updated it. I contacted Telus Support via Twitter dm this past December and they said a fix would be deployed but it appears that hasn't happened yet. Very disappointing that functionality was removed for older Android devices. Guess I'm stuck watching TV on my phone.

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Alberss

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6 Messages

Hi,

I wasn't asked to turn on "playback performance", but I tried it. After restarting the app the live play works!

Thanks for the fix,

Sandra

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K

KHR

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TELUS Team Member

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819 Messages

Can you give some more details about your 'Samsung tablet'? What device exactly, what OS?

You cannot revert to an old version of the app - it will not work.

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Harrisclh

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Helpful Neighbour

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10 Messages

I have the same issue. Samsung tablet running android 9.0

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Susanpeyton

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3 Messages

I have exactly the same problem .since optik update.. I used to be able to watch tvonmy tablet.. now error message .. required output protections are not active.. Samsung tablet galaxy Tab a.. 2016

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Alberss

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Friendly Neighbour

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6 Messages

Hi,
Galaxy Tab A. Model SM-T580
I did get an email to call Technical Support Friday and did. A case was created. A screenshot of the error was obtained by Telus. It was passed on to a developer. Telus said they will get back to me in a few days. I can post an update afterwards
Thanks

D

Dococ

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Friendly Neighbour

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5 Messages

I have same problem in my samsung tab s3 with android OS9. I tried rebooting tablet and reinstalling the app, didn't work. Just trying to watch directly on the app, on the tablet. Works on my samsung phone.

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Bob_Unlikely

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1 Message

I'm using the same model tablet (Samsung S3) & the same OS (OS9), with the same problem.

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Chester14

Neighbour

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3 Messages

I get the same message. I have a Samsung Tablet and the Optik tv app worked. The new one does not.

K

KHR

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TELUS Team Member

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819 Messages

Hi Alberss Dococ Harrisclh

Thanks for the details - I have passed it along to the app development team for investigation.

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Optic TV+ app error Required output protections are not active

tftowner106

tftowner106

Alberss

Harrisclh

Susanpeyton

Bob_Unlikely

KHR

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