ITV Player app not working on mobile devices

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jonathan18

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#177080 21-Jul-2015 12:17

Hey there

I'm attempting to get the ITV on-demand app working on various devices around the house. I've had no problems with getting video playing via a browser on the laptop, but I'm getting errors on an Android phone, Android tablet, an iPad and an Amazon Fire TV. In all cases, the app loads fine, but when selecting a video to play I get the following messages:

Android = "We're sorry, something went wrong - please try again (310)"
iPad = "We're sorry, something went wrong - please try again (ref:002)"

Our DNS service haven't been much help thus far other than to say supported devices for the ITV app don't include Android devices .

Do others who have tried the ITV app on iOS or Android devices find it works ok, or has anyone faced the same problems that I have? Any possible solutions for this issue?

If it's relevant, DNS service is Getflix; ISP is Snap fibre.

Thanks in advance.
Jonathan

lchiu7

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#1348355 21-Jul-2015 13:43

Works for me on a Nexus 5 and Nexus 7 and Unotelly. App version is 4.3.3.1 if that is useful.

Maybe you need a later version?

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jonathan18

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#1348366 21-Jul-2015 14:13

lchiu7: Works for me on a Nexus 5 and Nexus 7 and Unotelly. App version is 4.3.3.1 if that is useful.

Maybe you need a later version?

Thanks; on your suggestion, I found that version of the Android app (I'd been using 4.3.0) but still have the same problem (though the error number is now 1403).

As it happens, I've now had a response from Getflix, which acknowledges they needed to change a setting to enable iOS playback, and now they've done that I'm able to access it via the iPad.

Still no luck with any of our Android devices yet though!

robjg63

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#1348394 21-Jul-2015 15:30

Do you have the google DNS servers blocked on your router?
Its possible that the android devices may be resorting to them and being geo blocked - but would maybe expect some sort of more explanatory message if that was so.

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

jonathan18

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#1349482 21-Jul-2015 19:37

robjg63: Do you have the google DNS servers blocked on your router?
Its possible that the android devices may be resorting to them and being geo blocked - but would maybe expect some sort of more explanatory message if that was so.

Thanks for the suggestion. I'm not sure about whether I'm still blocking the Google DNS servers, but I was previously when I had a Chromecast.

But in the end it appears that the problem wasn't related to my setup, but just like the iOS issue it was something that Getflix needed to change with its settings for dealing with ITV. They've now fixed it for the Android apps as well and it's all working. Glad to know it wasn't me!