topic Re: I'm getting the error "Sorry, there's been a problem. Please try again. (WM001)" in TV

I'm getting the error "Sorry, there's been a problem. Please try again. (WM001)"

recreme — Fri, 06 Feb 2026 16:34:51 GMT

When I try to view Live TV content on win11 laptop I get the error above. How can this be resolved?

Re: I'm getting the error "Sorry, there's been a problem. Please try again. (WM001)"

Rach_H — Sat, 07 Feb 2026 09:44:05 GMT

Welcome to the Community!

Our Unable to Watch or Access Subscription TV Channels page has steps to try and you can check the EE TV status to see if this gets the live TV channels working.

If you continue to receive the error message after trying the troubleshooting in the help page, please call us and the team will be happy to help 🙂

Rach

Re: I'm getting the error "Sorry, there's been a problem. Please try again. (WM001)"

DarrenDev — Sat, 07 Feb 2026 09:47:55 GMT

Please try again now @recreme - your account had an error on it that I have now fixed. Sorry for the inconvenience.

Re: I'm getting the error "Sorry, there's been a problem. Please try again. (WM001)"

recreme — Sat, 07 Feb 2026 10:46:40 GMT

Thanks DarrenDev but I still have the same issue, same error message.

Re: I'm getting the error "Sorry, there's been a problem. Please try again. (WM001)"

DarrenDev — Sat, 07 Feb 2026 10:57:16 GMT

That's weird - your device has gone straight back into the same state. I've not seen that happen before.

Could you please uninstall the desktop player from your Windows PC, and then install it again from: https://player.ee.co.uk/#/home/desktopInstaller

If it happens again then I'll need to speak to the devs on Monday, as the app is incorrectly identifying itself to us.

Re: I'm getting the error "Sorry, there's been a problem. Please try again. (WM001)"

recreme — Mon, 09 Feb 2026 12:19:59 GMT

Thanks DarrenDev - I have uninstalled, rebooted and reinstalled - exactly the same issue I'm afraid. I get this message when I log in: "We can see someone has already logged into a BT account on this device. Please select one of the below accounts or choose to log in with a different account." - I suspect it has something to do with me being on BT broadband - logging in with different credentials between BT & EE. Hopefully there is a solution...

Re: I'm getting the error "Sorry, there's been a problem. Please try again. (WM001)"

DarrenDev — Mon, 09 Feb 2026 15:34:21 GMT

OK, the devs have found the bug. It's related to a recent update they released.

It is scheduled to be patched later this evening, so should be working for you by the morning. I'll update here when they've confirmed the patch is live. Sorry for the inconvenience.

Re: I'm getting the error "Sorry, there's been a problem. Please try again. (WM001)"

recreme — Wed, 11 Feb 2026 15:29:07 GMT

Hi DarrenDev - I know you haven't confirmed about the patch update yet - but I thought I'd try again anyway. I can now watch Live TV but if I select anything under Sport - the content starts but immediately errors out with "Sorry there’s been an error playing back this programme, please try again. (WP4012)". Thanks

Re: I'm getting the error "Sorry, there's been a problem. Please try again. (WM001)"

DarrenDev — Wed, 11 Feb 2026 15:51:07 GMT

The patch went live an hour ago - I hadn't had chance to update here yet.

WP4012 means that content protection cannot be enforced. This usually means a connected display that doesn't support HDCP - do you have an external display connected to your PC? What connection type is it using?

Re: I'm getting the error "Sorry, there's been a problem. Please try again. (WM001)"

steveking287 — Wed, 11 Feb 2026 20:09:14 GMT

Hi DarrenDev. I am having the same issue (WM001) when I log in to my Windows laptop and try to watch with the EE TV player. I've tried a few times over a few days and have reinstalled the web player but have the same issue. Thanks for any help

Re: I'm getting the error "Sorry, there's been a problem. Please try again. (WM001)"

DarrenDev — Thu, 12 Feb 2026 08:02:17 GMT

Try again now @steveking287 - it should have been showing you an error indicating you'd used all your device slots, however it showed you the generic error instead. I've reset your devices, as the reinstall of the desktop player caused it to use a new one.