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this video is not working or not available in your region

0thello — Thu, 29 Apr 2021 11:02:18 GMT

For the past couple of nights I've not been able to watch the Champions League on my laptop, I get the message "this video is not working or not available in your region"

Re: this video is not working or not available in your region

DarrenDev — Thu, 29 Apr 2021 12:21:25 GMT

Unfortunately the enhanced player gives us very little feedback on what went wrong. Could you try the standard player instead? Select the channel from the TV Guide instead - does that work?

Re: this video is not working or not available in your region

0thello — Thu, 29 Apr 2021 13:21:14 GMT

Yes the standard player works but obviously I'd prefer the enhanced one. So I take it there is no fix for it?

Re: this video is not working or not available in your region

DarrenDev — Thu, 29 Apr 2021 14:23:30 GMT

I wouldn't say there's no fix - there must be something breaking it. I've checked stats, and the error rate is very low (0.3%), but it's not just affecting you.

The error suggests there's an issue getting keys for the video. Are your browser settings at default? Do you have any privacy tools that could be blocking requests or cookies?

Re: this video is not working or not available in your region

0thello — Thu, 29 Apr 2021 14:35:44 GMT

I used it for the quarter finals with no problems and nothing has changed on my laptop so I have no idea why it's happening.

Re: this video is not working or not available in your region

DarrenDev — Thu, 29 Apr 2021 14:37:54 GMT

Could you try a reboot of your internet router, just to make sure it's not an issue with your current IP address? Definite edge case, but worth a go.

Re: this video is not working or not available in your region

0thello — Thu, 29 Apr 2021 14:53:45 GMT

I can't find any enhanced broadcasts at the moment so nothing to test it on.

Re: this video is not working or not available in your region

DarrenDev — Thu, 29 Apr 2021 14:56:50 GMT

Replays are also available in the enhanced player:
https://www.bt.com/sport/watch/enhanced-player/football/champions-league/2021/april/paris-saint-germain-v-manchester-city-semi-final-first-leg

Re: this video is not working or not available in your region

0thello — Thu, 29 Apr 2021 15:20:13 GMT

Yeah that works ok thanks , but think the real test will be a live broadcast, so I'll try it again tonight.

Re: this video is not working or not available in your region

0thello — Thu, 29 Apr 2021 18:52:56 GMT

Still not working

Re: this video is not working or not available in your region

DarrenDev — Thu, 29 Apr 2021 21:58:27 GMT

Failed on the live stream but worked OK on the replay earlier? Very strange. They're the same stream - just with a different delay.

We've asked the 3rd party responsible for the enhanced player if they can offer any guidance on the possible cause for failure.