NRL live app not full screen.

[Yerkiddinmate]

I recently purchased a new iPhone se and when I open the NRL live app the live game is very small, majority of the screen being black. Replays are full screen but the live game is unwatchable. The app worked fine on my iPhone 5 but not this new phone. Any ideas? 

[Kjorg]

Hi @Yerkiddinmate

Thank you for your post. 

The NRL Live Pass restricts the live stream to a 7-inch screen size.

The stream is filmed in 16:9 ratio, which means this could leave black borders at the top and bottom of your screen. 

Have you uninstalled and reinstalled the NRL Live App to see if this assists? 

What version of iOS is your iPhone SE device running? 

Are you able to provide a screenshot of the screen size on your device? 

I can forward any issues to the technical team to look into. 

[Yerkiddinmate]

I have already reinstalled it to no success. 

the software is currently 13.5. 

i have also noticed a Kayo add pop up on the screen which does not appear on my sons phone. 

attached is the screenshot 

[Yerkiddinmate]

Kayo ad with link mentioned

[Kjorg]

Hi @Yerkiddinmate

Thank you for sending those screenshots through, I've forwarded this info to the tech team to look into.

Can I confirm this is happening on both Wi-Fi and 4G internet connections? 

[Yerkiddinmate]

---

@Kjorg wrote:

Hi @Yerkiddinmate

Thank you for sending those screenshots through, I've forwarded this info to the tech team to look into.

Can I confirm this is happening on both Wi-Fi and 4G internet connections? 

---

[Yerkiddinmate]

It happens on both 

[tailor]

Having the same problem on my iPhone SE. Please fix as it’s impossible to watch

[Kjorg]

Hi @Yerkiddinmate @tailor 

I have passed this on to the technical team for further investigation, however I've not yet heard back.

I will pass on any information as soon as it comes through. 

My apologies for the inconvenience. 

[tailor]

Let’s hope the tech team bother finding it as they have known about this issue since October last year 

[aaron_h]

Hello @Yerkiddinmate,

The tech team have given us an update.

The issue is related to specific models being flagged as having larger screens than 7",

even though they do not.

They are working on a fix and have tried a few things, at this point the time frame they

have provided for a resolution is next week, however they would like to know how you go over the weekend

to see if the adjustments they've already made have helped at all.

-Aaron

[Whydoineedthis2]

This is a bloody disgrace. The small screen issue has been happening alt least from round one.  Is this just a ploy to push everyone on to Kayo??  or is this just too hard for your tech team?

[aaron_h]

Hello @Whydoineedthis2,

Thanks for your feedback.

I can't find any correspondence from you reporting the issue during round 1, @tailor did highlight the issue was reported in October last year, but as the App has had major updates in the off season and we could not replicate the fault, we were under the impression the issue was resolved.

If you would like to assist, it would help if you could provide some details, like what device you are using?

So far we have only had reports from customers using the new iPhone SE.

It is hard for our tech team when we are unable to provide them device details

for them to attempt to replicate the issue. 

-Aaron

[Yerkiddinmate]

Hey Aaron,

thanks for the reply. That reasoning makes sense. I tried the app tonight and it is currently doing the same thing. Will let you know if the monday game is doing the same thing.

[tailor]

The problem is still there on an iPhone SE (2020)

[aaron_h]

Hello @Yerkiddinmate and @tailor,

Thank you both for the updates.

I have passed on the info, at this stage it does not look like the

issue will be resolved this round for the iPhone SE (2020).

We do apologise for the inconvenience this may cause, once

we have an update ready I will let you all know.

If any other customers are impacted by this issue and come across this 

thread, it would assist if you could please also confirm your device details.

-Aaron

[tailor]

After reinstalling the app, again, I’m now getting full screen video on my iPhone Se

[Download]

Still having the same issues with my iPad mini 5. Screen is tiny. Smaller than full screen on my pixel.

[aaron_h]

Hello @tailor,

That's great news thanks for the update.

@Download, Apologies the issue is ongoing for your iPad, can I please

confirm which version of iOS it's running? (settings>general>about)

-Aaron

[Yerkiddinmate · Accepted solution]

I’ve done the same and the app is now working correctly on my iPhone se 

Thanks for the help Aaron and kjorg. Appreciate it. 

[Download]

Using iOS 13.4.1

[aaron_h]

Thanks @Download,

I have passed the details on to the relevant team for investigation.

-Aaron

[Download]

Thanks Aaron,

Have you heard anything, I am still hanging the same problem. There is is a new iOS update to 13.5.1 you might like to pass on . Thanks.

[aaron_h]

Hello @Download,

I have had confirmation they are investigating, but have not been provided with

any further info yet.

I have asked for another update and to let them know the issue is still present.

-Aaron

[aaron_h]

Hello @Download,

Sorry for the delayed response.

They have identified the issue, however we need to wait until the

next App update to be released for the fix to come into effect.

It may still be a couple of weeks away before the next update is released,

apologies for the inconvenience caused.

-Aaron

[Whydoineedthis2]

I had the small screen issue on my new iphone se.  Solved the problem by updating the NRL app. on the app store.   Am running   IOS 13.5.1 on iphone and version 7.2.4 (6304 ) of the NRL App.  The NRL App seemed to be the issue.

[aaron_h]

Hello @Whydoideedthis2,

You are correct the recent update did resolve the issue for the new iPhone SE,

it hasn't however resolved the issue for the iPad Mini 5 unfortunately.

This is the only device we suspect is still having the issue, if any other community members

come across this thread and also have the same problem, please provide device details.

-Aaron

[Download]

Hi Aaron , any idea when this update will happen. I have had enough.

thanks for your help.

[aaron_h]

Hello @Download,

Sorry to see this issue isn't resolved yet.

I did reach out for another update and have been informed the issue has taken them longer

to resolve than initially thought, with early August now the time-frame given.

We do apologise and appreciate how frustrating this must be, could you please confirm if

you have subscribed to the Live Pass or are a Telstra customer/Club member?

[Download]

Hi Aaron, we are Telstra customers.