This topic

BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

MSH11 — Tue, 29 Dec 2020 14:25:20 GMT

Recently bought an ACER ACTAB1021 and installed the BT App. Live streaming works perfectly over wifi via home broadband. When using my mobile phone as a hotspot and connecting it to the tablet the app constantly freezes whilst trying to live stream. Audio is unaffected. Tablet runs Android 10.

I have contacted BT Sport App helpline who say there is " no known issue and could be the bandwidth".... I've run speed test on the mobile device I use to hotspot and it's over 40Mbps which is more than enough. Have tried to hotspot on another device and still the app freezes when trying to watch live sport.

This makes me think the App can't cope when being streamed over a hotspot?

App works fine using my mobile phone. App is up to date and the Acer tab software is up to date. Have toggled with the only setting available in the app on the tablet for streaming and none of them make a difference.

I'd be glad to hear if anyone else has had the same issue and has solved it or if anyone has any advice please!

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

DarrenDev — Wed, 30 Dec 2020 06:27:35 GMT

That's a strange one. The app can't tell the difference between a broadband WiFi connection and a mobile hot spot. You say that the mobile is able to stream fine, which suggests the connection is fast enough - it's the exact same stream for both mobile and tablet versions of the app.
Are you using the standard or enhanced player when watching from your Acer tablet? Did you always select this same option when running your tests? Some devices struggle to keep up with the demands that the enhanced player put on it so can stutter a lot. I wouldn't expect the standard player to behave any differently regardless of device or connection type - and definitely never play an audio-only stream with no video.

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

MSH11 — Wed, 30 Dec 2020 20:41:53 GMT

Thanks for coming back to me.

It definitely is a strange one!

I hope that any other owners of the same tablet can get in touch.

I can watch live football on the Sky Go and Amazon Prime apps as well as films etc with no problem.

Have logged my account in to a Samsung Galaxy tab and the app works perfectly.

I had only tried to watch live sport on the app...at first it plays for a few moments then freezes but the audio carries on.

What I hadn't tried was watching programmes on BT Sport that weren't live.

Just tried and they freeze as well!? Exact same issue as with live streaming.

The only settings you have within the BT App on the tablet is "Stream up to HD" . You can choose "off, on, WiFi only". All three produce the same result...freezes but audio ok?

Does the BT Sport app have some kind of conflict with this particular tablet do you think?

Help!

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

DarrenDev — Thu, 31 Dec 2020 05:49:58 GMT

OK yes, so definitely an issue with your tablet not liking our video player.
I'm going to need to get a logging build of the app to you so that I can find the exact cause of failure. I'm not back at work until Jan 5th, so I'm afraid it'll be after then. I'll send you a DM to confirm details.

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

MSH11 — Thu, 31 Dec 2020 12:11:20 GMT

No problem Darren.

Thanks for your help. Hopefully we can figure out the issue in the New Year.

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

Anonymous — Thu, 31 Dec 2020 12:40:56 GMT

Are there any memory intensive apps running in the background ? perhaps an AV program or some of the useless junk apps that OEMs' tend to clutter the Android OS with

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

MSH11 — Thu, 31 Dec 2020 13:07:16 GMT

Thanks for your reply.

No apps running in the background only the BT app running.

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

MSH11 — Tue, 05 Jan 2021 17:52:56 GMT

Happy New Year Darren.

Just wondered if you had an update on this one please?

Cheers

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

DarrenDev — Tue, 05 Jan 2021 18:37:24 GMT

Not yet @MSH11 - it'll most likely be later this week. Lots to catch up on after my holiday, and we have a big app update coming later this month that is keeping us all very busy.

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

MSH11 — Mon, 18 Jan 2021 07:57:49 GMT

Hi,
Just wondered if there eas an update?
Cheers

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

DarrenDev — Mon, 18 Jan 2021 09:29:41 GMT

I'm still struggling to catch up on this one I'm afraid @MSH11 - it's going to take me a day to get the app into a suitable logging state, and I can't quite spare that time just now. I'll get back to you as soon as I can.

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

MSH11 — Thu, 11 Feb 2021 18:52:11 GMT

Hi,

I wondered if you had an update on this one Darren?

I've been in contact with Acer Support who claim no known issue with the BT Sport App and my model of tablet, they advised factory/hard reset which I've already tried.

Appreciate you're busy, but would love to get this looked at and hopefully resolved. One of the main reasons I purchased the tablet was to watch live football on the BT Sport App.

If anyone else out there has the same issue with the same Acer Tablet and BT Sport App I'd love to hear from you.

Cheers

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

DarrenDev — Thu, 11 Feb 2021 20:02:57 GMT

Almost there @MSH11 ... all going well, I should have something to send to you tomorrow.

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

Ldn_jj — Mon, 15 Feb 2021 12:52:43 GMT

I’ve the same tablet and it’s an issue for me also. BT sports app starts to play the video while it’s pixelated and as soon as it clears up. The video freezes but the sound carry’s on. I’ve turned off HD and tried hotspot and my home Wi-fi. Same thing. Deleted app etc. Be curious what the answer comes back on here about it.

Thanks

Jaime

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

DarrenDev — Mon, 15 Feb 2021 12:59:21 GMT

We also had another customer call us over the weekend with the same issue on this exact device too.
We're now testing an update to the app that allows us to get more logs from your device - assuming all goes well, it should be published to the public beta later today. I'll send you both a DM later with details on what you need to do.

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

Ldn_jj — Mon, 15 Feb 2021 13:00:49 GMT

Thank you. That would be great

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

MSH11 — Mon, 15 Feb 2021 14:44:01 GMT

Great news! Thanks

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

Ldn_jj — Thu, 18 Feb 2021 22:59:23 GMT

Hi,

sorry to be pain but any luck with the software update?

Thanks

Jaime

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

DarrenDev — Fri, 19 Feb 2021 10:13:03 GMT

I sent you a message on Monday @Ldn_jj - you can read it on your messages page

Re: BT Sport App freezes when watching live stream on an ACER ACTAB1021 tablet

MarkW80 — Sat, 06 Mar 2021 00:08:05 GMT

I too have exactly the same issue with the app - same tablet, same experience. The app version is up to date and tablet OS up to date too. Is there any further help/assistance or chance of a fix soon? It's a shame as I bought the tablet primarily to watch live sport on a larger screen than my phone.