topic Re: EE TV APP not pairing with EE TV Pro Box - Issue in TV

EE TV APP not pairing with EE TV Pro Box - Issue

muffs — Mon, 04 Mar 2024 22:19:04 GMT

When pairing the EE TV App with Pro TV Box, the box reports successful connection initially but fails to register it (Store and acknowledge) the App responds "Sorry - there's a problem please try again . (GM001)". The Pro Box adds an empty item to its connected devices list and does so for each repeated pairing attempt.

The Smart Hub confirms a connection for both Pro Box and Mobile during this transaction /handshake.

Re: EE TV APP not pairing with EE TV Pro Box - Issue

DarrenDev — Mon, 04 Mar 2024 22:25:12 GMT

Sorry about that. It means the cloud returned an unexpected response when trying to complete the pairing.

It probably won't work, but have you tried rebooting the TV Box Pro before attempting the pairing?

Failing that, it's probably going to need the TV Box to be factory reset to force it to create a new cloud account. I'll check our logs in the morning to make sure there's nothing better we can do first.

Re: EE TV APP not pairing with EE TV Pro Box - Issue

DarrenDev — Tue, 05 Mar 2024 10:53:12 GMT

Could I ask you to please log into the app with your EE ID and then try pairing again? As you're not currently logged in, I cannot locate the logs of your issue.