This topic

No enhanced video watching BT Sport

Longshanks — Sat, 15 May 2021 11:44:13 GMT

Watching Burnley v Leeds on MacBook. Clicked enhanced video option, and it says “not available in your region or not working”. First time I’ve ever seen this. Anyone know what’s happening? (Seems to work on normal resolution)

Thanks

Re: No enhanced video watching BT Sport

DarrenDev — Sat, 15 May 2021 14:29:14 GMT

Enhanced player error handling is unfortunately rubbish - very unhelpful. It could have failed for any of a number of reasons, but we have no easy way to tell. Only suggestions I can make are:
1. Reboot your router (to get a new IP address, and resolve any potential connectivity issues)
2. Reboot your Mac - the internationally accepted "worth a try" fix that often works
3. Clear your browser cookies - the other internationally accepted "worth a try" solution, because we know cookies can sometimes bloat and become too large for the server to handle (especially on bt.com).

Re: No enhanced video watching BT Sport

Longshanks — Sat, 15 May 2021 14:36:36 GMT

Thanks. Watched it on normal. To be fair, this is first time for ages it hadn’t worked. Will clear browsing and do a restart and see if that helps.

Re: No enhanced video watching BT Sport

stuartdm — Sat, 15 May 2021 14:38:25 GMT

Yes, I am getting "We are unable to detect your account", but it's working fine in Standard. It was working last night. I assume it's a variation of the same problem.

Re: No enhanced video watching BT Sport

Longshanks — Sun, 16 May 2021 18:20:28 GMT

Same again. No enhanced video, just the “this video is not working or not available in your region” message. Tried restarting Mac, clearing browsing history, restart router etc. Only manifested from yesterday. Can’t just be me surely. Is there any way to report, escalate through the good folk on this platform?

Thanks

Re: No enhanced video watching BT Sport

DarrenDev — Sun, 16 May 2021 18:23:03 GMT

No need - I've already raised with the relevant team and an investigation is already planned for tomorrow.

Re: No enhanced video watching BT Sport

Longshanks — Sun, 16 May 2021 18:52:15 GMT

Thanks Darren. Can’t believe it’s just me? Having said that, you’d know if it was systemic.

Re: No enhanced video watching BT Sport

DarrenDev — Sun, 16 May 2021 19:55:06 GMT

It's not just you. The numbers are small, but enough to highlight that we have a fault that needs fixing.

Re: No enhanced video watching BT Sport

Longshanks — Sun, 16 May 2021 20:00:40 GMT

Thanks.

Re: No enhanced video watching BT Sport

DarrenDev — Mon, 17 May 2021 11:20:18 GMT

Fault found and is now being fixed. It was caused by incorrect encoding of account details, which resulted in a 1 in 64 chance of an account triggering this issue.

Re: No enhanced video watching BT Sport

Longshanks — Mon, 17 May 2021 12:03:00 GMT

Thanks. Sounds like it was connected to HD pack. Never got to try it on TV, via satellite, so don’t know if that was working?

Re: No enhanced video watching BT Sport

DarrenDev — Mon, 17 May 2021 17:31:50 GMT

All other platforms were working as planned - it was only enhanced player on web that was broken.

The fix for this issue is now live.

Re: No enhanced video watching BT Sport

Longshanks — Mon, 17 May 2021 17:48:41 GMT

Ok thanks.

Re: No enhanced video watching BT Sport

Longshanks — Wed, 19 May 2021 19:21:40 GMT

Still got the same issue trying to watch Palace v Arsenal. The irony is that we had a deal with BT Sport HD pack free for 18 months, and now being billed for full rate. Is there any way to escalate? Been a BT BB/BT Sport loyal customer for years and v unhappy now.

Re: No enhanced video watching BT Sport

DarrenDev — Wed, 19 May 2021 19:37:38 GMT

Escalating doesn't help @Longshanks - issues like this are always our top priority. I've informed the team that the issue is still occurring (although slightly different signature this time). I can only apologise and reassure you that they will fix it ASAP.

Re: No enhanced video watching BT Sport

Longshanks — Wed, 19 May 2021 19:41:15 GMT

Ok. Not sure what slightly different “signature” means, although you probably knew that.

Thanks

Re: No enhanced video watching BT Sport

DarrenDev — Wed, 19 May 2021 19:42:40 GMT

Sorry - I mean the errors look slightly different at this end, suggesting there's something else happening now.

Re: No enhanced video watching BT Sport

DarrenDev — Thu, 20 May 2021 07:24:31 GMT

@Longshanks we've found that the fault with your session was old cookies - your browser was still presenting cookies from a match that you watched last week. These cookies would normally expire when your browser was restarted, however modern browsers now have the option to resume the previous session when restarted.

We've put in another fix to forcefully overwrite the old session cookies before trying to play video. That should fix your specific issue. We're still checking logs from other users to see if there are any other possible issues.

Re: No enhanced video watching BT Sport

Longshanks — Thu, 20 May 2021 08:30:07 GMT

Many thanks

Will monitor and let you know. I deleted all browsing history in Chome, so assumed that would include third part cookies etc?

Re: No enhanced video watching BT Sport

DarrenDev — Thu, 20 May 2021 09:30:37 GMT

When you click to "Clear browsing data" in Chrome, there's a tickbox there for "Cookies and other site data" - you need to ensure this is clicked too. Also at the top is the time period you want to clear history for - it defaults to 1 hour, so it'd only clear recent history and cookies. You'd need to tell it to clear "All time" to completely clear cookies.

This shouldn't be necessary now though - the issue is fixed, so you shouldn't see it anymore.