This topic

Windows cannot login with BT TV player

AndrewNorris — Wed, 06 Apr 2022 15:59:38 GMT

So I have installed BT TV player for windows but am unable to enter user Id and password. Does anybody know why?

Re: Windows cannot login with BT TV player

NeilO — Wed, 06 Apr 2022 16:40:33 GMT

Hi @AndrewNorris Thanks for posting, I'm sorry to see you're experiencing issues logging into the BT TV player. Are you getting an error message?

Also, can you log in to the BT TV web player using the same details?

Thanks

Neil

Re: Windows cannot login with BT TV player

AndrewNorris — Wed, 06 Apr 2022 17:08:40 GMT

Yep can login on site ok, but when web player launches I cannot type into username/ password boxes!

Re: Windows cannot login with BT TV player

NeilO — Wed, 06 Apr 2022 18:51:37 GMT

@AndrewNorris Oh I see, can you delete and reinstall the app to see if that helps?

Thanks

Neil

Re: Windows cannot login with BT TV player

AndrewNorris — Wed, 06 Apr 2022 19:02:28 GMT

Yes I tried that and it made no difference

Re: Windows cannot login with BT TV player

NeilO — Wed, 06 Apr 2022 19:34:27 GMT

@AndrewNorris I'm stumped sorry, when @DarrenDev is back on the community he might be able to offer you advice.

Thanks

Neil

Re: Windows cannot login with BT TV player

AndrewNorris — Wed, 06 Apr 2022 19:43:02 GMT

Thanks anyway

Re: Windows cannot login with BT TV player

DarrenDev — Wed, 06 Apr 2022 19:52:03 GMT

Absolutely baffled by that one @AndrewNorris .

Could you please launch the BT TV app from your start menu, not from the web site.

When it launches, what do you see? Please describe your experience in as much detail as you can.

Re: Windows cannot login with BT TV player

xtreme4l — Thu, 07 Apr 2022 10:02:43 GMT

Hi guys, same issue for me, updated the player yesterday (6/4/22) and now the login and password boxes don't accept input, either typed or pasted.

Opening the app works normally. TV player window opens, I get the BT TV screen with the processing dots, then login page opens as expected.

Links, "forgot ID", "forgot password" work. Radio button for "remember me" works, and "Log in" button works.

You can select the username and password fields, the cursor enters the field and blinks, but key presses do not register so the fields stay blank.

Application has been uninstalled and reinstalled, computer has been rebooted.

Re: Windows cannot login with BT TV player

DarrenDev — Thu, 07 Apr 2022 10:48:59 GMT

Ok thanks for the detail. We've just launched our new app - it sounds like it has issues on some setups. Could you please confirm what version of Windows you're on, and whether you're using a physical keyboard or a touchscreen one? I've made the dev lead aware of this thread.

Re: Windows cannot login with BT TV player

xtreme4l — Thu, 07 Apr 2022 10:55:23 GMT

Thanks, I'm running Windows 10 Home version 10.0.18363 with a physical keyboard.

The BT TV player version downloaded yesterday was 2.0.0.0

Cheers

Re: Windows cannot login with BT TV player

DarrenDev — Thu, 07 Apr 2022 11:34:23 GMT

Ok, fault found and fix now being tested. We'll release it later today - I'll post here again when deployed.

Re: Windows cannot login with BT TV player

DarrenDev — Thu, 07 Apr 2022 16:29:42 GMT

The fix has now been deployed. The app may cache the old behaviour for a while - if so then you can follow these instructions to force it to load immediately:

-Open File Explorer

-Select the address bar and paste the following "C:\Users\%userprofile%\AppData\Local\Temp\EBWebView" and press enter

-Delete the contents of the folder

-Relaunch the app

Re: Windows cannot login with BT TV player

AndrewNorris — Thu, 07 Apr 2022 16:37:48 GMT

Now I get WM001 error

Re: Windows cannot login with BT TV player

DarrenDev — Thu, 07 Apr 2022 16:41:01 GMT

At what point?
(sorry, I'm not able to check logs to see for myself)

Re: Windows cannot login with BT TV player

AndrewNorris — Thu, 07 Apr 2022 17:03:36 GMT

Ok, so deleted folder and reinstalled a second time and all ok now.

thanks

Re: Windows cannot login with BT TV player

xtreme4l — Mon, 11 Apr 2022 17:47:51 GMT

Thanks Darren, i'm now able to log in successfully but get error WP035 whenever trying to start a program.

I've cleared the cache, rebooted, uninstalled and reinstalled the player and tried using Chrome and Edge as the web browser.

I'm not able to find anything on error code WP035 error on the internet or BT help pages. Could you advise further please?

Thanks,

Re: Windows cannot login with BT TV player

DarrenDev — Mon, 11 Apr 2022 18:00:19 GMT

Hmmm. You're not the only one @xtreme4l - I can see lots of people currently experiencing this same issue.

I've sent a message to the dev lead to find out what's going on - it looks to me like an error at our end.

Re: Windows cannot login with BT TV player

DarrenDev — Mon, 11 Apr 2022 20:00:00 GMT

Could you please try watching a live channel? I can see all your attempts to watch on-demand content, but it would be good to verify whether your device is able to play live too.

Re: Windows cannot login with BT TV player

xtreme4l — Tue, 12 Apr 2022 09:33:10 GMT

Sure, looks like the same issue, I get the cover / title page come up, then errors with WP035.

Thanks