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RobinHood
Level 1: Cadet

Video Error - Problem playing video on AFL Live Official App

I tried to watch AFL live the weekend just passed but was receiving errors on the AFL Live App. This prevented me from being able to access any of the AFL Live Pass content. I am a Telstra customer and used my Telstra ID to subscribe to the AFL Season Pass. 

 

I am currently overseas but have still retained my Telstra plan and account. 

 

I get an error message that is “Video Error; Sorry, there is a problem playing this video. Please visit our 24 x 7 help for assistance”

 

I have been trying this on my iOS devices - including my iPhone with Telstra but with WiFi and iPad on wifi.

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25 REPLIES 25
Telstra (Retired)
Telstra (Retired)

Re: Video Error - Problem playing video on AFL Live Official App

Hi @RobinHood,

 

Thanks for your message. Unfortunately the AFL Live Pass will not work outside Australia and New Zealand. To watch live AFL matches whilst outside of Australia and New Zealand I would suggest to use www.watchafl.com.au. Please note this service is not affiliated with the AFL Live Pass or the Telstra Live Pass offer.

 

- ToneB

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marlock
Level 1: Cadet

Re: Video Error - Problem playing video on AFL Live Official App

I have the same problem and I am in australia is there a reason why I can't see the live streaming?????
Support Team
Support Team

Re: Video Error - Problem playing video on AFL Live Official App

Hey @marlock

 

Sorry that you've had some trouble accessing your live pass in Australia. I can see that you have sent a private message, so I will reply to you there so we can assist you further.

 

Thanks

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Aadgjl
Level 1: Cadet

TRe: Video Error - Problem playing video on AFL Live Official App

Same here, any solution to this error?

Telstra (Retired)
Telstra (Retired)

Re: TRe: Video Error - Problem playing video on AFL Live Official App

Hi there @Aadgjl

 

Sorry to hear you're having problems with the AFL Live app.

What device/model/OS are you using with the app ?

What specific error are you getting?

Is it live games or replays that won't play?

 

Please let me know

 

Regards

Micheal @ Telstra

 

 

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Aadgjl
Level 1: Cadet

Re: TRe: Video Error - Problem playing video on AFL Live Official App

Live games. "Video error, there is a problem playing this video"
Aadgjl
Level 1: Cadet

Re: TRe: Video Error - Problem playing video on AFL Live Official App

"Video error, sorry there is a problem playing this video " I get this error everytime I try to watch a live match on my Samsung galaxy tablet sm-t320.
Other videos are fine tho. Thanks
Telstra (Retired)
Telstra (Retired)

Re: TRe: Video Error - Problem playing video on AFL Live Official App

Hey there @Aadgjl

 

Thanks for those details , it's very helpful.

 

Unfortunately the Samsung Galaxy Tab SM-T320 isn't fully compatible with the AFL Live app.

While some features may work, other features like live video streaming and/or live radio may not.

Only certain devices are fully supported.

The list of those devices can be found here.

You could try and updating the OS to the latest your device can run to see if that helps.

Settings > Software Updates

 

Let me know how you go

 

Regards

Micheal @ Telstra

 

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robynannette
Level 2: Rookie

Re: TRe: Video Error - Problem playing video on AFL Live Official App

I have the same problem. Up until about 3 weeks ago there had been no problems at all. I cannot get match replays nor will certain videos across all AFL Web sites. It is very frustrating.
Telstra (Retired)
Telstra (Retired)

Re: TRe: Video Error - Problem playing video on AFL Live Official App

Hello there @robynannette

 

I'm sorry to hear you are experiencing video issues with your AFL Live app.

Can I ask what Device / Model / OS you are using?

Are you able to watch live games?

What specific videos won't play e.g. interviews, replays, highlights.

Do you get an error message on the screen ?

 

Please let me know

 

Regards

Micheal @ Telstra

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robynannette
Level 2: Rookie

Re: TRe: Video Error - Problem playing video on AFL Live Official App

Thank you Michael for your reply to my post re problems with videos no longer opening on AFL web sites. 

Very good news, yesterday and today everything has been back to where it was. I hadn't needed to use live streaming over the past couple of weeks so don't know whether that was affected or not  It was videos not opening over several days and match replays a few times that were the main problems.  My tablet is an older Samsung Nexus 7, the earlier one.

 

Right now all is well.  I am happy!!

 

robynannette
Level 2: Rookie

Re: TRe: Video Error - Problem playing video on AFL Live Official App

Hello Michael

My 'joy' of the past two days is gone.  Today, just when I need a live stream I am again having the 'video error' message for all videos as well as match replays and live stream, both on my tablet and my laptop!  I really don't know what is going on but it is getting very frustrating.

 

Telstra (Retired)
Telstra (Retired)

Re: TRe: Video Error - Problem playing video on AFL Live Official App

Hi @robynannette

 

Sorry to hear the video error has occurred again

I have sent you a private message, I will reply there.

 

Regards

Micheal @ Telstra

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Magpie4
Level 1: Cadet

Re: Video Error - Problem playing video on AFL Live Official App

Could you please help me as I am having the same problem with my Live Pass? Videos won't work on my iPad.
Diddykong
Level 2: Rookie

Re: TRe: Video Error - Problem playing video on AFL Live Official App

Same
Telstra (Retired)
Telstra (Retired)

Re: Video Error - Problem playing video on AFL Live Official App

Hi @Magpie4

 

Thanks for getting in touch with us.

I'm sorry to hear you're having issues while using the app.

 

Could you let me know your devices details:

Device / Model / OS version

 

Is the problem with live games ?

Can you view replays and other content such as post game interviews?

Do you get a specific error message ?

 

Please let me know

 

Regards

Micheal @ Telstra

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Telstra (Retired)
Telstra (Retired)

Re: TRe: Video Error - Problem playing video on AFL Live Official App

Hi @Diddykong

 

I believe Kahla already has responded to your original post.

Please check that post for her response.

 

Regards

Micheal @ Telstra

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Magpie4
Level 1: Cadet

Re: Video Error - Problem playing video on AFL Live Official App

Thank you fir your help.

It’s on an IPad OS 9.3.5

No other issues with features.

Screen just goes black then shuts out of the app - no error message.
Telstra (Retired)
Telstra (Retired)

Re: Video Error - Problem playing video on AFL Live Official App

Hi @Magpie4

 

Thank you for those details.

We are aware that the recently updated AFL app is causing live streaming problems with certain devices running iOS 9.3.5.

This is currently being investigated by our Tech team.

Unfortunately I don't have a solution for you right now.

When we hear back from them, we will update this post.

 

Thanks again

 

Regards

Micheal @ Telstra

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Leben
Level 1: Cadet

Re: Video Error - Problem playing video on AFL Live Official App

 
Telstra (Retired)
Telstra (Retired)

Re: Video Error - Problem playing video on AFL Live Official App

Hi @Leben,

 

Thanks for getting in touch with us.

 

Could you let me know about your device?

Device / Model / OS version.

 

What specific error are you getting.

The AFL App was recently updated, have you downloaded the current version?

 

Please let me know the above

 

Regards

Micheal @ Telstra

 

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Leben
Level 1: Cadet

Re: Video Error - Problem playing video on AFL Live Official App

Samsung S8. It when I try to play live game. I have uninstalled app and re installed its says : Video Error - sorry, there is a problem playing this video. Please visit our 24/7 help site for assistance
Telstra (Retired)
Telstra (Retired)

Re: Video Error - Problem playing video on AFL Live Official App

Hi @Leben,

 

Thank you for those details.

If you could make sure the clock on your S8 is being set automatically by the network and not manually, it should fix any streaming errors you may encounter.

 

When the AFL Live Pass App was recently updated it included the ability to stream the live games via the new technology known as LTE-B.

LTE-B or LTE-Broadcast technology is currently being used by Samsung Galaxy S8, S8+, S9 and S9+ handsets

 

We have found that if the handset clock has been set manually by the user and not automatically by the network, this would cause an error in relation to LTE-B stream not displaying correctly.

 

Please use the following steps to ensure the clock is being set automatically:

 

Ensuring Date and Time is set to Automatic date and time.

  1. Swipe down from the top of the screen.
  2. Tap the Settings icon.
  3. Scroll down and tap General Management.
  4. Tap Date and Time.
  5. Ensure that the date and time set is automatically set by the network
    Please let me know if works for you
     

     

Regards

Micheal @ Telstra

 

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cannabis
Level 1: Cadet

Re: TRe: Video Error - Problem playing video on AFL Live Official App

yeah i get that too , my subscription is paid up but app wont work
Support Team
Support Team

Re: TRe: Video Error - Problem playing video on AFL Live Official App

Hi @cannabis

 

Thank you for your post, my apologies for any issues you're experiencing with AFL Live Pass. 

 

How did you subscribe? (AFL.com.au, Google Play/iTunes)

What device/model/OS are you using with the app?

What specific error are you getting?

Is it live games or replays that won't play?

 

This information will assist us in troubleshooting further. 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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