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Persistent VC019 error with BT Sport on Amazon Fire Stick

DominicD — Sat, 28 Nov 2020 13:08:40 GMT

I have a persistent VC019 error on the BT Sport app on latest gen Amazon Fire Stick. It was working yesterday. I have:

Restarted the stick, the tv and the rooter.
Reinstalled the BT Sport App on the stick.

Checked connection speed (120mb/s on Virgin Media)

Tried alternative HDMI port

Still get the error.

Please help!

Re: Persistent VC019 error with BT Sport on Amazon Fire Stick

DarrenDev — Sat, 28 Nov 2020 21:53:58 GMT

Sorry about that @DominicD - the 3 newest devices didn't cope at all well with our Ultimate channel today. I'm currently investigating why, and will make sure it's sorted before our next BT Sport Ultimate event.

Re: Persistent VC019 error with BT Sport on Amazon Fire Stick

DominicD — Tue, 01 Dec 2020 20:48:00 GMT

Hi there,

problem still exists and only on BT Sport Ultimate.

Re: Persistent VC019 error with BT Sport on Amazon Fire Stick

DarrenDev — Tue, 01 Dec 2020 21:10:02 GMT

The fix for this issue was released this morning, and devices should have picked it up on next app launch.

I can see 35 people who are still experiencing VC019 this evening on the new Amazon devices, and they're all devices where the app hasn't restarted itself. If you press back a few times to quit the app and then launch it again, it should work fine.

Sorry for the inconvenience. I'll check out why some apps failed to restart.

Re: Persistent VC019 error with BT Sport on Amazon Fire Stick

DominicD — Tue, 01 Dec 2020 21:23:13 GMT

You’re right! All working after a restart of the app. Thanks.

Re: Persistent VC019 error with BT Sport on Amazon Fire Stick

DarrenDev — Tue, 01 Dec 2020 21:29:13 GMT

Phew! Thanks for confirming.

Re: Persistent VC019 error with BT Sport on Amazon Fire Stick

DominicD — Wed, 02 Dec 2020 21:51:22 GMT

Getting the error again with BT Sport Ultimate......

Re: Persistent VC019 error with BT Sport on Amazon Fire Stick

DarrenDev — Wed, 02 Dec 2020 22:00:55 GMT

Could you send me the BT ID you're logged into the app with please @DominicD ... I'll check the specific reason for your VC019 tonight.

Re: Persistent VC019 error with BT Sport on Amazon Fire Stick

DominicD — Wed, 02 Dec 2020 22:07:18 GMT

Sure.

*email address removed*

Re: Persistent VC019 error with BT Sport on Amazon Fire Stick

DarrenDev — Wed, 02 Dec 2020 22:09:53 GMT

Thanks - I should have said to DM me the BT ID. I've removed it from your message to keep it private.

Re: Persistent VC019 error with BT Sport on Amazon Fire Stick

DominicD — Wed, 02 Dec 2020 22:14:59 GMT

Ah. Yes. Thanks.

Re: Persistent VC019 error with BT Sport on Amazon Fire Stick

DarrenDev — Wed, 02 Dec 2020 22:29:48 GMT

OK, I've checked your sessions this evening and can see the failures. One of our support guys is seeing the same issue with his device (same model), and I'm already investigating why.

Looking at the stats this evening, there's been a 25% failure rate on those two new Amazon Fire 2020 models at some point during the stream. That's a big improvement on Saturday (where most affected users would see failure in the first few seconds), but clearly nowhere near good enough still.

The only thing I can recommend in the meantime is to NOT watch it on the Ultimate channel - use the Channels menu to watch the standard definition channel and say no to the Ultimate prompt. I'll update here as soon as I know more.

Re: Persistent VC019 error with BT Sport on Amazon Fire Stick

DominicD — Thu, 03 Dec 2020 07:54:38 GMT

OK. Thanks.

Re: Persistent VC019 error with BT Sport on Amazon Fire Stick

DominicD — Sat, 12 Dec 2020 21:01:19 GMT

Hi There.

I have some info that should help diagnose the problem.

I am getting a persistent, repeatable VC019 error on BT Sport Ultimate as soon as the program switches to or from the advertisements.

Presumably something related to switching resolution...?