Lightbox "Device Limits"

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Fred99

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#171151 8-Apr-2015 10:47

Went to watch "Better Call Saul" last night, and got the error message about "too many devices registered". It seemed very odd, as there's only been one device (Windows PC) used to view Lightbox on this a/c. Fumbled my way to "settings" to find this:

I deleted one of the device entries - so we got to watch the program (10 minutes later, while SWMBO sat there wondering what the hell I was doing and losing patience with my grumbling as I eventually figured it out). It may have caused me to mutter expletives about Lightbox.
I think I read of some technical "reasons" why this could happen (browser updates?). Checked by logging in on the MBP, and sure enough, the "too many devices" error, and also the "Cannot unregister more devices" message - as I'd used my one opportunity in 30 days.
So that's it. Hopefully someone from lightbox will respond to this to advise that they've fixed this problem. If there's a "simple fix for a known issue" - then it should be clearly displayed on the page that the above image was taken from. I'm not feeling inclined to want to search google, read FAQs or phone help desks in order to sort out a problem which is not of my making. I've seen the entire "Better Call Saul" series 1. I'm inclined to want to just cancel my subscription.

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#1278857 8-Apr-2015 10:49

I have the same issue with Sky's horrible Skygo platform - my iMac does its automatic updates in the background and the platform sees these as new devices.

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Jase2985

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#1278862 8-Apr-2015 11:01

i dont know why they cant just use MAC address or something to register devices, as those never change (im aware you can spoof them but whose going to bother to watch skygo/lightbox?)

i know its from the providers that they need to do it per device but there has to be a better way to do it than they currently do it.

Fred99

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#1278874 8-Apr-2015 11:08

I presume that "an answer" may be to disable automatic updates - which would be very unwise advice to offer the "average punter".
The Macbook displayed a message about lack of support for Chrome browser, some message along the lines of "we know chrome's a great browser, but you're going to have to use Safari (with silverlight). That was at login - before it didn't work anyway with Safari.
If the "issue" is Chrome/Windows related, then they (Lightbox) should perhaps display a similar message.
I expect that in the very near future, I'll try to watch something on lightbox on the PC, and will be completely blocked.

NonprayingMantis

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#1278877 8-Apr-2015 11:11

the best 'solution' for you is to not watch via a PC.

grab a PS3 or PS4 and watch via that plugged into a nice big screen TV. Much better experience anyway, and you don't get the device limit problems.

The other 'workaround' for you is to email the Ligthbox support team and ask them to de-register all your devices and re-set the limit. I'n pretty sure they can do that.

Inphinity

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#1278882 8-Apr-2015 11:22

This really bugs me, too. If it's not fixed by the time my free Lightbox deal form Spark expires, I will cancel. While it's free, at least I don't feel like I'm paying for nothing, heh.

Fred99

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#1278883 8-Apr-2015 11:22

NonprayingMantis: the best 'solution' for you is to not watch via a PC.

grab a PS3 or PS4 and watch via that plugged into a nice big screen TV. Much better experience anyway, and you don't get the device limit problems.

The other 'workaround' for you is to email the Ligthbox support team and ask them to de-register all your devices and re-set the limit. I'n pretty sure they can do that.

I'm using the PC connected to a 60" screen. I don't want to change that setup, and have no use or desire for a playstation at all.

Wade

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#1278887 8-Apr-2015 11:24

NonprayingMantis:

The other 'workaround' for you is to email the Ligthbox support team and ask them to de-register all your devices and re-set the limit. I'n pretty sure they can do that.

Having gone through this process twice and received condescending email response advising my how to fix "my" problem and problem regenerating despite following given advice I gave up on Lightbox via PC it's just a nightmare and based on the number of others having similar issues it might be more than a user error

The fix is easy, affordable and can't be that far away being chromecast support, it cannot come soon enough

Dropping $60 to enable watching on a bigscreen is acceptable, forking out for a apple tv or Playstation purely for lightbox is ridiculous to most

Fred99

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#1278905 8-Apr-2015 11:42

Here's Lightbox "help" page on this issue:

Private browsing / incognito mode was definitely not being used.
"Enable application storage" was definitely already enabled in Silverlight, and I presume is the default setting.
So the help page is a "fat lot of use" - unless you want to drop them a message.

"if you believe that you have accidentally registered a single device multiple times" seems to be "blame shifting", as in my case the device (PC) was being used entirely normally. It's their problem - not yours. TBH, it's annoyed me enough now that I feel a complaint should be laid with commerce commission for them to look at the situation, as they fail to deliver what they advertise, and their information (above) acknowledges the problem exists, but the suggested solution is simply wrong.
I'll leave that to someone else. I'll cancel my subscription - they got one month fee from me, which is all they're going to get until this is sorted.

Jase2985

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#1278906 8-Apr-2015 11:42

NonprayingMantis:
The other 'workaround' for you is to email the Ligthbox support team and ask them to de-register all your devices and re-set the limit. I'n pretty sure they can do that.

but you shouldnt have to, its the same computer, its just had the browser updated for what ever reason.

Killerkiwi2005

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#1278911 8-Apr-2015 11:46

I'm sure there must be some leverage now with netflix not having this to push back on the media companies.

But chromecast and html5 playback cant come fast enough

NonprayingMantis

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#1278914 8-Apr-2015 11:51

Jase2985:
NonprayingMantis:
The other 'workaround' for you is to email the Ligthbox support team and ask them to de-register all your devices and re-set the limit. I'n pretty sure they can do that.

but you shouldn't have to, its the same computer, its just had the browser updated for what ever reason.

indeed, you shouldn't have to. I was merely offering a solution that I believe works, even if it isn't as ideal as having the device limit thing just work properly in the first place.

Lightbox

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#1278944 8-Apr-2015 12:11

Hi all,

Device registration is by no means great, especially in a browser environment. We're required to do it, though, and studios spell out specific requirements around how. We do try and shape the experience to reduce the hassle as much as possible. In fact, the new website significantly reduces the issue of multiple registrations, but unfortunately certain previous registrations will be rendered invalid as we transition.

We're looking at cleaning up the obsolete registrations globally (but identifying them is pretty tricky), but in the meantime our support staff will help deregister any device blocking access. If you drop me your account email in a private message, I'll be happy to assist as well.

Lightbox - we are online TV.

mdooher

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#1278959 8-Apr-2015 12:28

Lightbox: Hi all,

Device registration is by no means great, especially in a browser environment. We're required to do it, though, and studios spell out specific requirements around how.

Well, obviously these studios gave a different message to all the other providers, It doesn't happen with them.

Pissing off customers just makes them want to try out other services.

Matthew

compost

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#1299365 6-May-2015 19:42

Since browser is so goshdarn problematic, why not just release a Windows 8/10 app?

Sure it might be the only Win app most people ever use, but would be a much easier support conversation to advise customers to install it instead of faffing with browser/silverlight/security software.

A time-poor geek is hardly a geek at all

Killerkiwi2005

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#1300648 8-May-2015 12:58

compost: Since browser is so goshdarn problematic, why not just release a Windows 8/10 app?

Sure it might be the only Win app most people ever use, but would be a much easier support conversation to advise customers to install it instead of faffing with browser/silverlight/security software.

I'm pretty sure most of the win8 video apps use html5 video (I'm sure this is what netflix does anyway)
http://techblog.netflix.com/2013/06/html5-video-in-ie-11-on-windows-81.html

Silverlight was a bad choice but to be fair it was what amazon and netflix were using, but the future is all html5 and device apps (android/ios/playstation etc)

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