This topic

BT Sport app not working Firestick

KatBrinsley1 — Sat, 15 Jan 2022 18:48:16 GMT

Hi there

I can’t get my BT sport app to work on my Firestick.

I have:

1 - updated Firestick to latest software

2 - uninstalled and reinstalled app

3 - reset my router

Can you please help?

Re: BT Sport app not working Firestick

DarrenDev — Sun, 16 Jan 2022 10:00:16 GMT

What do you mean when you say it doesn't work? Do you see an error?

Re: BT Sport app not working Firestick

KatBrinsley1 — Sun, 16 Jan 2022 16:45:55 GMT

It tries to load… the 3 dots bounce at the bottom. But nothing…

Re: BT Sport app not working Firestick

DarrenDev — Sun, 16 Jan 2022 20:41:23 GMT

We've yet to work out why this happens - it's supposed to time out and show a message if it can't load. Could you try rebooting your Fire Stick and internet router though please - this usually fixes it

Re: BT Sport app not working Firestick

KatBrinsley1 — Mon, 17 Jan 2022 09:21:47 GMT

Hi Darren

i have actually done both those things as I read through another forum on the same issue from 2 years ago!!

anything else you can suggest?

To confirm I have already:

Updated Firestick software, rebooted Firestick, uninstalled and reinstalled BT Sport app, and rebooted Wi-Fi router.

Re: BT Sport app not working Firestick

DarrenDev — Mon, 17 Jan 2022 13:35:11 GMT

Unfortunately, I'm currently unable to get any more information about why your device is failing to load correctly - unless it shows the error, I have no way to track the issue.
In the current app, there's a tiny gap between my code thinking the app has loaded and the app actually loading. Your device is somehow getting stuck in that bit.
I've just released a new version of the app to our test team to completely close this gap. With the new version, either the menu/login screen will appear or an error will, with a code that allows me to track it.

It'll be released for Android TVs on Sunday evening. Amazon devices can sometimes take 2-3 days longer to receive the update.

Once you have the update, we can then hopefully identify why you're unable to use the app.

Sorry that I can't offer anything quicker than that. Let me know if you manage to fix it before the app update is released.

Re: BT Sport app not working Firestick

DarrenDev — Wed, 02 Feb 2022 20:16:48 GMT

@KatBrinsley1 the app update is finally available for your device. Has it started working for you yet? If not, try the update and let me know how you get on.

Re: BT Sport app not working Firestick

KatBrinsley1 — Thu, 03 Feb 2022 08:01:33 GMT

Hi Darren,

thanks for the reply, I will def update the app.

I did find the problem was due to having a VPN however, as soon as I disconnected from that it worked. Maybe something to add to your “have you tried” list for the future?

many thanks for you help and for coming back to me

Re: BT Sport app not working Firestick

DarrenDev — Thu, 03 Feb 2022 08:57:51 GMT

A VPN shouldn't prevent the app from loading (but it will block video from playing) so if you don't mind, I'd still really appreciate knowing whether the update has fixed or changed that behaviour?

Re: BT Sport app not working Firestick

kev_ly — Wed, 16 Mar 2022 19:54:05 GMT

Hi @DarrenDev,

Sorry for the necromancy, but I’m having the same problem - when I select a programme or channel, I get three bouncing dots as if it’s loading and then it punts me back to the screen I was on.

All software up to date, I’ve restarted both my router and my fire stick. I’m stuck in bed with COVID and I’d really like to watch tonight’s champions league games!

Re: BT Sport app not working Firestick

DarrenDev — Wed, 16 Mar 2022 20:01:43 GMT

Your issue is a different one @kev_ly - the app has loaded ok, but the videos fail to play. Please send me a DM with the BT ID you're logged into the app with and I'll check the logs.

Re: BT Sport app not working Firestick

DarrenDev — Wed, 16 Mar 2022 20:17:09 GMT

It's a strange one @kev_ly - our logs show that you're pressing stop as soon as the video starts buffering. There's definitely no chance that you're hitting a button on the remote is there? Or someone in the house playing a prank?

Re: BT Sport app not working Firestick

kev_ly — Wed, 16 Mar 2022 20:25:04 GMT

I can assure you that neither of those things is happening! I’ll try using the iOS remote app in case I have a defective hardware remote - I’ve not had any problems with other apps though.

Re: BT Sport app not working Firestick

kev_ly — Wed, 16 Mar 2022 20:29:33 GMT

And bizarrely that works. Very odd indeed.

Thanks for the detective work. The buffering rendered the stream unwatchable on the Amazon Silk browser!

Cheers again!

Re: BT Sport app not working Firestick

kev_ly — Sat, 19 Mar 2022 20:43:14 GMT

@DarrenDev this is happening again - using the software remote. There’s no one home who could be interfering (and no, I’m not pressing the back button!).

Re: BT Sport app not working Firestick

DarrenDev — Sat, 19 Mar 2022 21:36:39 GMT

Totally baffled I'm afraid @kev_ly

I've asked my colleagues for any thoughts on what could be happening, but ultimately I think we're going to need to get more logs from your device to identify exactly what is telling the app/player to stop. We're working on a solution that will allow us to turn up the logging for specific devices, however it's not going to be available for a couple of months at least.

I can see it worked for you eventually - did you do anything differently?

Re: BT Sport app not working Firestick

kev_ly — Sat, 19 Mar 2022 21:55:22 GMT

Nah, just kept restarting and trying again. If there’s any debug info I can provide from my end, let me know.

Re: BT Sport app not working Firestick

DarrenDev — Wed, 23 Mar 2022 12:32:31 GMT

Further analysis of this issue has shown that it specifically just affects the Amazon Fire Stick 2nd Generation (model: AFTT), and happens as soon as a device has updated to OS version 5.2.8.7. i.e. it looks like Amazon have broken something with a software update.

We're still investigating to try to find out what exactly they've done, and whether there's anything we can do to work around it.

Re: BT Sport app not working Firestick

DarrenDev — Wed, 23 Mar 2022 15:53:02 GMT

I'm able to reliably reproduce this issue now, and have confirmed that when the player is starting, the device is telling us that the HDMI cable has been disconnected. This causes us to automatically stop the video (it's common for customers to turn their TV off without stopping the video first, meaning it'd be consuming bandwidth for up to 8 hours without the customer realising).

It tells us 100 milliseconds later that it's connected again, but by then it's too late and so the video stops.

If you quit the app and start it again, the problem goes away - the disconnected event doesn't happen unless you reboot your device.

We're currently deploying a temporary workaround that prevents the video from stopping, even when we're told that HDMI is no longer connected. We'll put in a permanent fix ASAP.

Re: BT Sport app not working Firestick

Yaya972 — Fri, 06 May 2022 08:35:39 GMT

I can’t find the app at all in the store. Does anyone have the same issue ?