This topic

BT Sport App stopped working on my Samsung TV (VC034 code)

mrDan — Sun, 13 Jun 2021 09:04:36 GMT

Whenever I try to play any video on the BT Sport App, it loads for a while and then says:
"Sorry - there's a problem playing the video."

with code VC034

That's on a Samsung smart TV so on Tizen.

The online BT help doesn't have anything about this particular error code.

I've tried uninstalling and installing the BT Sport App, didn't help.

Re: BT Sport App stopped working on my Samsung TV (VC034 code)

DarrenDev — Sun, 13 Jun 2021 09:16:31 GMT

Unfortunately it's not a very helpful error code - it just tells us that your TV didn't know how to play the format of the video you selected. All Samsung 2015+ TVs support all our video formats, so there's no valid reason for it to fail.
The only 2 suggestions we can make are:
1. Reboot the TV (hold the power button on the remote until the TV reboots and shows the Samsung logo)
If that didn't fix it then:
2. Factory reset the TV

If neither of those work then unfortunately you'll need to call Samsung for support.

Re: BT Sport App stopped working on my Samsung TV (VC034 code)

mrDan — Sun, 13 Jun 2021 10:06:16 GMT

Thank you for the quick reply. I've tried the reboot and now when playing a video I've received another error code: VC019

Re: BT Sport App stopped working on my Samsung TV (VC034 code)

mrDan — Sun, 13 Jun 2021 10:09:58 GMT

Live video does work, it's only catch ups that don't

Re: BT Sport App stopped working on my Samsung TV (VC034 code)

DarrenDev — Sun, 13 Jun 2021 10:26:38 GMT

OK, now your TV is saying it's having a connection issue to our video clip provider. Are you able to watch the clips in a web browser from the same internet connection? https://www.bt.com/sport/watch/video/catch-up/2021/june/motogp-highlights-grand-prix-of-catalunya

Re: BT Sport App stopped working on my Samsung TV (VC034 code)

mrDan — Sun, 13 Jun 2021 10:36:13 GMT

Yep, it works for me in a browser.

Re: BT Sport App stopped working on my Samsung TV (VC034 code)

DarrenDev — Sun, 13 Jun 2021 10:40:35 GMT

That's me out of ideas then, other than the factory reset. Or maybe confirm your software is up to date? Can't think why your TV would fail to connect if your PC can from the same internet connection.

Re: BT Sport App stopped working on my Samsung TV (VC034 code)

mrDan — Sun, 20 Jun 2021 12:19:34 GMT

I've tried factory reset and I'm still getting VC019 and/or VC034 error codes. Seems kinda random.

I've found that some live feeds did work. However, currently the live MotoGP feed doesn't work at all nor any of the MotoGP catch ups.

It might be that Samsung TVs are sensitive to something you're doing with the video stream.

Re: BT Sport App stopped working on my Samsung TV (VC034 code)

DarrenDev — Sun, 20 Jun 2021 12:28:12 GMT

I can see your multiple attempts in the last 30 minutes, and the errors have all been either a failed connection, or your TV saying the video format isn't supported. I'd still be inclined to suggest something weird with the internet connection from your TV, but I don't know what.

Re: BT Sport App stopped working on my Samsung TV (VC034 code)

mrDan — Sun, 20 Jun 2021 13:15:16 GMT

I've restarted my router and it appears to be working now 😮

Re: BT Sport App stopped working on my Samsung TV (VC034 code)

DarrenDev — Sun, 20 Jun 2021 13:17:34 GMT

Ok, that's good to hear. I'll check our logs to see if there's any networking reason why your previous IP address could struggle to reach our servers compared to the new one.