CrowdSupport®
tashcreek
Level 2: Rookie

Can't watch any videos - at all! No replays, no interviews, nothing!

I missed all of Round 7 weekend. Videos aren't playing. Says there's a playback error. Have not had any problems until now. Why is it suddenly not working? I've uninstalled and reinstalled the app 3 times. I don't want to miss any more netball!

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10 REPLIES 10
Level 25: The Singularity
Level 25: The Singularity

Re: Can't watch any videos - at all! No replays, no interviews, nothing!

To help the team narrow down the problem,:
What model device are you using?
What version of its operating system?
Which country are you In?
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
tashcreek
Level 2: Rookie

Re: Can't watch any videos - at all! No replays, no interviews, nothing!

Thanks Jupiter,

I'm in the UK, I'm using a Samsung Tab2 tablet, Android version 4.2.2

Level 25: The Singularity
Level 25: The Singularity

Re: Can't watch any videos - at all! No replays, no interviews, nothing!

While you wait for the support staff (It's about 5am where they are).Try
• Go to “Settings -> Application Manager (or Apps) -> Netball
• Click “Force Stop”
• Wait for five seconds
• Reopen the App
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
tashcreek
Level 2: Rookie

Re: Can't watch any videos - at all! No replays, no interviews, nothing!

Hiya, I've done a force stop at least five times, uninstalled and reinstalled the app three times. Same error message.

Support Team
Support Team

Re: Can't watch any videos - at all! No replays, no interviews, nothing!

Hello @tashcreek,

 

Thanks for your message, apologies for the issues accessing video.

 

How did you purchase your Live Pass originally?

 

If you open the Netball Live App and head to More>Netball Live Pass

are your details displayed?

 

If not, is there an option to restore a purchase? If so please select that option

and try again.

 

If you have signed into your Live Pass and still cannot access video:

 

Try clearing the cache as well, settings>apps>Netball Live>storage

 

Does your tablet play any video in other Apps? It's possible there are some

updates required for your Samsung, or another App it uses to play video.

 

Head to settings>about to check for system update

Open the Play Store>options>my apps and games.

 

Let me know how you go

 

 

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tashcreek
Level 2: Rookie

Re: Can't watch any videos - at all! No replays, no interviews, nothing!

Hi Aaron_H,

thanks for your message.

My subscription is Active, it's a Google Play In-App Purchase, Com Netball Yearlysubscription Real.

I cleared the cache and checked for updates. All updates have already been downloaded.

I can watch Netflix and play YouTube videos absolutely fine.

The Netball Live videos still do not play. Also, there is no info in the Teams or Fixtures tabs, only the News. The Home page is also blank except for the header strip with the matches on.

I have no idea why the app is suddenly not working.

Support Team
Support Team

Re: Can't watch any videos - at all! No replays, no interviews, nothing!

Hi @tashcreek

 

Thank you for getting back to us. My apologies you're still experiencing trouble accessing video in the Netball Live App. 

 

Do you possibly have another Android device that you can test your subscription on?

This will help us to narrow down whether it is a device or subscription issue, as we've not had any other reports of this. 

 

Have you allowed the Netball Live App to access data in your settings? 

 

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.

All moderation actions are supported by the CrowdSupport Community Guidelines

tashcreek
Level 2: Rookie

Re: Can't watch any videos - at all! No replays, no interviews, nothing!

Hi Kjorg.
Just installed the app on my phone and it works fine. So it's just my tablet, but it was fine until last weekend!? The app has full access to data and files. Very strange.
Support Team
Support Team

Re: Can't watch any videos - at all! No replays, no interviews, nothing!

Hi @tashcreek

 

Thank you for getting back to me with those details.

It's good to know the Netball Live App is working without issue on your mobile device, but definitely strange that it has stopped working on your tablet. 

I've reached out to the technical team about this, to see if they can provide any insight. 

 

I will get back in touch ASAP with further information. 

Thank you for your patience. 

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.

All moderation actions are supported by the CrowdSupport Community Guidelines

Support Team
Support Team

Re: Can't watch any videos - at all! No replays, no interviews, nothing!

Hi @tashcreek

 

The technical team have require some extra information so that they can look into this one further.

I've sent you a private message to request this info. 

 

To access your private messages, please refer to the relevant instructions below:

If viewing on a desktop/laptop:
In the top right hand corner of CrowdSupport, you should see a profile icon, with a drop down - Select Messages. This is your inbox & will contain any private messages you receive via CrowdSupport.

If viewing on a mobile device:
Tap the messages icon at the bottom of the screen & select the login option to sign into your account. This will take you back to the original page, where you can select message to access your inbox. This will contain any messages you receive via CrowdSupport.

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.

All moderation actions are supported by the CrowdSupport Community Guidelines

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