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Grimmt's avatar
Grimmt
Ambassador
2 years ago

TelusTVPlus: Playback Error - Sorry an Error has Occurred. Please Try Again

There's a new issue with your TelusTVPlus application (windows 11) when watching recordings.

 

If there's an interruption in the playback of the recording... 

   . Start play on recording 

   . Hit pause

   . Walk away

   . Eventually, the recording will time out and TelusTVPlus will fall back to the home screen.

   . Restarting the recording will result in a "Playback Error - Sorry an Error has Occurred. Please Try Again.

I no longer have the ability to view the recording on the browser I started the play on (even after many attempts).

 

However, I can start a new, different, browser (i.e. go from Edge to Chrome) and I can then watch the recording fine.

If the new browser times out, I confirmed I will encounter the same issue again.

I'm guessing if a cookie isn't stored properly (because the timeout), your application is failing to properly process the bad information when restarting the play.  

Best solutions:

1. Optimal: When a timeout occurs, store the position of the recording prior to falling back to the home screen.

2. Sub-Optimal: When starting playback and the stored position is  bad, fall back to the beginning of the recording.

 

Edit:

This may also be a clue, but I noticed recently that replay position is not retained between my TelusTV21 box and TelusTVPlus.   If I watch a program on the android TV box for an hour, when I try to resume it on TelusTVPLus (windows 11), I'm always forced back to the beginning.   This used to work a couple of months ago.

Edit2:

Noticed I spelled Occurred incorrectly.

2 Replies

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  • Rocky3's avatar
    Rocky3
    Guardian
    2 years ago

    When play stops have you tried pressing 30 sec forward. That gets it going sometime after multiple press.

    • Grimmt's avatar
      Grimmt
      Ambassador
      2 years ago

      In this case the TelusTVPlus app can't actually start the recording when the error shows. 

      There are no options available to skip forward or back.   [I know what you are referring to - where there's a glitch in the middle of a recording being played, sometimes you can jump over the glitch to continue watching.]

       

      Manually selecting a point in the playback timebar doesn't do anything and neither does the pause icon in the lower left.

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