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BT SPORT APP - error code VC019

lmills118 — Fri, 06 Nov 2020 11:24:51 GMT

I have installed the BT Sport app on my Samsung Smart TV, and logged in successfully, however when trying to access the channels I keep receiving the error code VC019 ..... please help !!!

Re: BT SPORT APP - error code VC019

DarrenDev — Fri, 06 Nov 2020 12:51:06 GMT

VC019 is unfortunately the generic "the device media player returned an error" code. The most common cause of error is connection issues though - could you try rebooting your router and your TV (you can reboot the TV by holding down the power button on the remote for a few seconds, or turning the power on and off).

Re: BT SPORT APP - error code VC019

Jumbomills — Sat, 06 Feb 2021 07:05:41 GMT

I have a Samsung qled TV, the app and TV software is all up to date. However, any time I try to watch something on the BT app the VC019 error comes up. I get the feeling BT know this is an issue but can't / won't offer a solution. Is this something you can help fix or not? Because if not I will cancel my subscription. It really isn't good enough from BT.

Re: BT SPORT APP - error code VC019

DarrenDev — Sat, 06 Feb 2021 10:23:18 GMT

Does it not play anything at all @Jumbomills or does it play for a bit and then fail?

What does Device Checker show? (Under settings - the cog at the top right).

As I've mentioned VC019 is a catch all error code for anything during playback - this ideally should be changed so we can quickly differentiate between common issues. I can't say if your specific issue is a known one until I know which variant you're experiencing.

Re: BT SPORT APP - error code VC019

Jumbomills — Sat, 06 Feb 2021 11:05:46 GMT

Thanks for your quick reply.

I'm able to stream live TV (just not 4k due to my connection but thats fine). The error occurs when I try to watch anything on catchup, football highlights etc.

Re: BT SPORT APP - error code VC019

DarrenDev — Sat, 06 Feb 2021 11:12:48 GMT

Is it ALL of the non live streams that fail? Full replays, and the short clips? That's a strange one. Could you try rebooting your router please - only 2 reasons I can think of are failure to resolve the host the catch up content comes from, or IP block from the 3rd party that hosts some of our shorter content.

Re: BT SPORT APP - error code VC019

Jumbomills — Sat, 06 Feb 2021 11:26:49 GMT

It's all replays. I have occasionally been able to play some replays but it's very very rare. One I can think of that worked recently was the UFC. Just tried rebooting the WiFi, the problem is still there. Any ideas on how to fix it?

Re: BT SPORT APP - error code VC019

DarrenDev — Sat, 06 Feb 2021 11:28:47 GMT

I'm not at my desk, so I can't check just now ... but send me a DM with the BT ID you're logged in with and I'll see what our logs say this evening.

Re: BT SPORT APP - error code VC019

Jumbomills — Sun, 07 Feb 2021 08:28:26 GMT

Hi,

Did you manage to understand the issue?

Re: BT SPORT APP - error code VC019

DarrenDev — Sun, 07 Feb 2021 10:14:40 GMT

I was right in my suspicion that it's specifically just the 3rd party that hosts some of our content. Your TV is failing to connect just to that 1 server, where all others work OK. I can see that the server recognises that you're in the UK, so it's not blocking you - your TV just reports that it's unable to connect to it.
Would you be able to temporarily connect your TV to a mobile phone hotspot (or other wifi network), just long enough to check one of those videos is able to start? This would be just to check whether it's your TV or your broadband at fault here.

Re: BT SPORT APP - error code VC019

Jumbomills — Wed, 10 Feb 2021 05:39:51 GMT

I've connected via my mobile 5g and it still doesn't work.

Re: BT SPORT APP - error code VC019

DarrenDev — Wed, 10 Feb 2021 14:34:43 GMT

Thanks @Jumbomills I can see you trying to play content from 3 different internet providers over the last 30 days, and it always fails with content from one of our content providers. I've asked our Samsung TV dev team for ideas, as I'm all out of them.
Would you be willing to try a factory reset of the TV, just to rule that out?

Re: BT SPORT APP - error code VC019

DarrenDev — Wed, 10 Feb 2021 15:37:35 GMT

Dev team have no clue either - we've not had anyone else report this. We have a large selection of TVs for each year 2015 to 2021 and none of them have this issue.
They've suggested the same - factory reset. If that still fails, then we'll need to get Samsung involved.

Re: BT SPORT APP - error code VC019

Big_JC — Tue, 16 Feb 2021 20:20:51 GMT

I have the exact same issue on a 2019 8k Samsung tv, firstly gave me the error code then started playing the totally wrong program when I tried watching the Liverpool game

Re: BT SPORT APP - error code VC019

oviano — Sat, 06 Mar 2021 12:27:34 GMT

This error occurs for me on a Fire TV Cube 2nd Edition when viewing Premier League football that is broadcast in 4K HDR Atmos.

It happens at every ad break, as the stream switches to and from HDR/ Atmos.

Clearly the app doesn’t handle this transition and is a bug that needs fixing.

Re: BT SPORT APP - error code VC019

davand638 — Wed, 14 Apr 2021 20:03:53 GMT

Totally agree re Fire Tv Cube when watching in HDR. Same happens for me when the adverts appear - error code VC019 appears. No issues whatsoever whilst streaming the actual content, only when adverts commence.

Clearly a bug which needs resolving please!

Re: BT SPORT APP - error code VC019

DarrenDev — Wed, 14 Apr 2021 20:20:58 GMT

There is a known issue on Android TV and Fire TV devices when watching BT Sport Ultimate. When connected to a device capable of Atmos audio, the video will stop with error VC019 at the beginning of every ad break.
We're working on a fix for this, and hope to have it available soon.

This is completely unrelated to VC019 on Samsung TVs.

NOTE: VC019 is unfortunately a generic code used for most errors that occur during playback across all of our apps. Even legitimate errors (e.g. poor network) also get reported with this code. We're working to improve this.

Re: BT SPORT APP - error code VC019

davand638 — Wed, 14 Apr 2021 20:23:08 GMT

Thanks for confirming and look forward to the update!

Re: BT SPORT APP - error code VC019

Tommsteww — Fri, 23 Apr 2021 19:34:21 GMT

Did you get a fix for this? Same error for me after playing for a fee seconds picture freezes. Pay all this money for bt sport and can't even watch it...

Re: BT SPORT APP - error code VC019

BenPurdham — Mon, 26 Apr 2021 09:53:21 GMT

I am having the same issue.

Samsung TV that won’t playback any catch up but will play live shows.

Any solutions? Tried resetting tv. Reinstalling the app.

The catch up shows work on my iPhone when connected to the same WiFi so that isn’t the issue.