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Alberss's avatar
Alberss
Friendly Neighbour
3 years ago
Solved

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" ...
  • Optik-Kate's avatar
    Optik-Kate
    3 years ago

    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. 

Optik-Kate's avatar
Optik-Kate
Icon for TELUS Team Member rankTELUS Team Member
3 years ago

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: 

 

Please provide a few details about your tablet:
  • brand and model
  • OS version and build version (on your tablet, Settings > About device > Software version OR Android version, varies per tablet)
  • TTV+ app (inside TTV+ > Settings > App information > Build version, please make sure you're on the latest build available from the Play Store)
Please also help us understand this error and when it occurs:
  • Does this error occur on both live and VOD, or only live?
  • Please provide the name of a few live programs (and their channels) that you tried and whether they gave the error or not
  • Same for VOD, provide a few names and whether they gave the error or not
Please enable Developer Options on your tablet:

  • on your tablet, go to Settings > About device
Then please capture a bug report
  • In the TTV+ app, try to play something that gives you the error
  • then immediately go to the tablet Settings > Developer Options and tap on Bug Report
  • You may be prompted to choose the type of report. Choose interactive if you can.
  • After 1-5 minutes you should see a message that the bug report is ready (it may appear only in the pull down notification menu)
  • Tap on the "report ready" message and share it (the best option would be to upload to Google Drive and share it to anyone who has the link, and then send the link to us so we can download it)
  • Full explanation https://developer.android.com/studio/debug/bug-report

 

Thank you in advance!

  • Harrisclh's avatar
    Harrisclh
    Helpful Neighbour
    3 years ago
    Here is the link from Google drive


    Colin Harris

    On Feb 14, 2023, at 7:13 AM, Colin Harris <[email protected]> wrote:

    I have no resolve to this issue… I have created a bug report and will send it to you.

    To answer the questions in your email…

    Galaxy Tab S3
    Model SM-T820
    Android version 9
    Build Number PPR1.180610.011.T820XXU3CTD5
    I am on the latest build version available

    This occurs on both live and VOD. Every channel I try on the live guide results in the same error Channel 104 (Global TV) was the one I tried this morning but every single channel has the same result. I tried both an episode from a series and a movie on VOD and both result in the same error.

    <bugreport-2023-02-14-07-00-20.zip>

    Colin Harris


    • Optik-Kate's avatar
      Optik-Kate
      Icon for TELUS Team Member rankTELUS Team Member
      3 years ago

      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! 

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