CrowdSupport®
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Level 1: Cadet

Videos not working

Since the latest update, none of the videos on the AFL app will play. 

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8 REPLIES 8
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Level 25: The Singularity
Level 25: The Singularity

Re: Videos not working

What device are you using? It's working on my Note10+5G.

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Support Team
Support Team

Re: Videos not working

Hi @Hello36,

 

 

Apologies for any issues accessing the AFL App.

 

I have had another customer report something similar, could you please provide

your device details for us to investigate further?

 

Have you tried uninstalling and reinstalling the AFL App?

Have you tried alternate internet connections?

 

This information will help us identify and resolve the issue, apologies again for the inconvenience.

 

 

 

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Level 1: Cadet

Re: Videos not working

I am using a S7 and I have tried uninstalling and reinstalling the app. I have also tried a different internet connection and it still does not work. 

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Support Team
Support Team

Re: Videos not working

Hi @Hello36,

 

Thanks for providing those details.

 

The technical support team have been unable to replicate the issue, so far all

testing has been successful.

 

This indicates the issue is likely within the devices used to access, could you please try:

Checking for system updates from Samsung: (settings>system or settings>about)

Check for all App updates

(some of these may be system apps used to support video playback, Play Store>My Apps and Games>updates)

Clearing the cache for the AFL App (settings>applications>AFL>storage)

Power cycle the phone by turning it off for a minute and back on again.

Open the AFL App again, ensure all permissions are granted in the setup process.

 

If you are still unable to access video, I will need to send a private message to collect your

details for me to pass onto the support team.

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || 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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Level 1: Cadet

Re: Videos not working

Hello,

I have tried all suggested methods and this has been unsuccessful. If this could be sorted out another way it would be much appreciated. Others I have talked to have had the same issue. 

 

MT

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Support Team
Support Team

Re: Videos not working

Hi @Hello36,

 

Sorry to see that you are still unable to access videos.

 

We have had two reports come through(one of them is yours), if you are aware of others with the issue, please

advise them to contact us and to supply device details, as we are unable to replicate the fault.

 

I also have a Samsung S7, and videos are working fine on my device, our technical team are also unable

to replicate the issue, but are still investigating.

 

Do you possibly use a VPN on the device or network it's connected to?

Are there any security apps installed on the Samsung?

 

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || 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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Level 1: Cadet

Re: Videos not working

This should be sorted out asap. Smiley Happy Please.

Level 1: Cadet

Re: Videos not working

It has now started working... not sure what happened but I am glad its working. MT for your help

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