This topic

Too many streams

NSN1723 — Wed, 02 Dec 2020 20:18:50 GMT

I keep getting a "too many simultaneous streams" error when I close one game on the app and open another. I am the only one using this account at the moment and have recently changed the password so there isn't anyone else watching at the same time.

Having to wait up to 15 minutes to be able to watch the game is extremely frustrating as I'm missing a big part of the match. Having to miss 15 minutes of a game because one ended and the other one started on another channel is unacceptable.

How can this be fixed so it stops happening?

Re: Too many streams

ozsat — Wed, 02 Dec 2020 20:33:01 GMT

I started getting this too last week - never had it before then.

Re: Too many streams

DarrenDev — Wed, 02 Dec 2020 21:47:33 GMT

This isn't something we're aware of @NSN1723 so I'm keen to know how this could have happened.

What device are you using? Mobile app, or one of our large screen apps?

If mobile, are you using the standard or enhanced player?

Re: Too many streams

NSN1723 — Wed, 02 Dec 2020 21:50:39 GMT

it happens on the phone app, table app or the computer (Google chrome) I never have two streams open in different devices at the same time. And make sure to spot one stream before I go to the other and still it happens.

Re: Too many streams

DarrenDev — Wed, 02 Dec 2020 21:55:16 GMT

It's very unlikely that all clients have a bug here - most likely one of them that is failing to free a lock.

When you say phone app, is that an iPhone or an Android phone? For tablet, is it an iPad or an Android tablet?

Re: Too many streams

NSN1723 — Wed, 02 Dec 2020 21:57:00 GMT

Both apple products. Here is a photo from today trying to switch from the PSG game to Barça at halftime.

Re: Too many streams

NSN1723 — Wed, 02 Dec 2020 21:59:22 GMT

Sorry won’t let me upload the photo. It says:

sorry- there’s a problem

sorry, you have too many live streams running at the same time. Please check our help pages: bt.com/help/sport/ (LP103)

Re: Too many streams

DarrenDev — Wed, 02 Dec 2020 22:02:04 GMT

OK thanks. Standard Player or Enhanced Player?

Re: Too many streams

NSN1723 — Wed, 02 Dec 2020 22:29:29 GMT

standard

Re: Too many streams

DarrenDev — Wed, 02 Dec 2020 22:36:44 GMT

OK thanks @NSN1723

I'll get the the Apple apps double checked to make sure streams are being closed down correctly.

Re: Too many streams

ozsat — Thu, 03 Dec 2020 04:39:56 GMT

I got it on the NowTV 4K box after exiting the Man Utd game and then trying to rejoin.

I switched to the Amazon 4K stick and that came up with the same error at the same time.

Both using BT Sport app.

Had to wait about 10 minutes for the stream to de-register itself.

It seems it is checking to see if a stream is locked rather than the device.

Re: Too many streams

NSN1723 — Thu, 03 Dec 2020 08:51:25 GMT

Thanks. I thought it might’ve been the apps so I closed them down and logged into my computer , same thing happened

Re: Too many streams

DarrenDev — Thu, 03 Dec 2020 09:03:42 GMT

The restriction is 2 concurrent streams - not 2 devices. e.g. a web browser would look like a single device, but could have multiple tabs open - only 2 of them could play at the same time.

Stream locks expire after 6 minutes of inactivity, so that should be the longest you need to wait if locked out.

Our back-end guys are examining logs at the moment to find the cause - if you want to add your cases to the investigation, send me a DM with the BT ID you're using and we'll track through your sessions.

Re: Too many streams

DarrenDev — Thu, 03 Dec 2020 10:27:39 GMT

@NSN1723 could you please launch the BT Sport app on your iPad and play any video please. We need to confirm that it's logging OK.

Re: Too many streams

NSN1723 — Thu, 03 Dec 2020 10:30:10 GMT

No problems so far. Thanks

Re: Too many streams

DarrenDev — Thu, 03 Dec 2020 14:56:08 GMT

We've found an issue with Chromecast, where if you disconnect your mobile/tablet from the Chromecast without stopping the stream first, it'll sometimes fail to unlock. This will then take up to 6 minutes to clear. This has now been fixed.

@NSN1723 I can see you were using a Chromecast, which could explain some of your issues. Your iPad 10.2 was also streaming BT Sport 1 all evening (4 hours 30 minutes), which would have kept your other stream locked all evening.

@ozsat were you also using a Chromecast?

Re: Too many streams

ozsat — Thu, 03 Dec 2020 15:14:30 GMT

@DarrenDev- no - although we had two devices active at once.

So a regular Amazon Firestick was streaming the game without interuption.

A Firestick 4K stick started the stream with no problem. Streams on Firesticks drop out if the tv is tuned away from them so had to restart the stream - it is that point when the error occurs.

Can't restart it on any device until the time lock expires.

@DarrenDevwrote:
We've found an issue with Chromecast, where if you disconnect your mobile/tablet from the Chromecast without stopping the stream first, it'll sometimes fail to unlock. This will then take up to 6 minutes to clear. This has now been fixed.
@NSN1723 I can see you were using a Chromecast, which could explain some of your issues. Your iPad 10.2 was also streaming BT Sport 1 all evening (4 hours 30 minutes), which would have kept your other stream locked all evening.
@ozsat were you also using a Chromecast?

Re: Too many streams

DarrenDev — Thu, 03 Dec 2020 15:38:24 GMT

OK thanks @ozsat - we'll test that specific scenario. If you could DM me your BT ID, I can check your specific account behaviour too.

Re: Too many streams

DarrenDev — Mon, 14 Dec 2020 10:20:29 GMT

Another quick update on this - anyone using an iPhone or iPad to cast video to a Chromecast would have been more affected by this issue than most. The latest iOS client update version 8.8.0 (released 10/12/20) has fixed this.
We're still investigating other possible causes on other devices, but logs from this weekend show that the number of occurrences of this issue has dropped by 97% just as a result of last week's fixes.