topic Re: EE TV App Error AJ963 in TV

EE TV App Error AJ963

ijwainwright — Wed, 08 Jan 2025 11:02:16 GMT

Is the iOS version ( 6.4.0 ) of the EE TV app now dependent on a particular operating system on an iPAD?

Following the recent update I am consistently receiving error code AJ963, and despite the iPAD being paired with the TV box I cannot log in to my account.

I have deleted the app and re-installed it from scratch and successfully re-paired it with the box but it will not accept my login.

Everything works as expected on my iPhone running the same version of the app, but the iPhone is much newer and the operating system is up to date.

Any help would be appreciated.

Re: EE TV App Error AJ963

Peter_W — Wed, 08 Jan 2025 13:46:30 GMT

Hey there @ijwainwright, welcome to the Community 😊

We can definitely get this checked out, what model of iPad are you using, and if you go into your settings which version of iPad OS is it listed as?

Peter

Re: EE TV App Error AJ963

ijwainwright — Wed, 08 Jan 2025 13:56:32 GMT

Thank you for your prompt reply.

It's a rather elderly IPAD Air 2 which is running iOS 15.8.3.

The app worked perfectly well on it until the last update to 6.4.0 but since then I have been unable to log in, but it's still paired with the box and I can set recordings etc., just can't access any EE features.

The AJ963 error comes up when I open the app, but it can be dismissed by 'OK', however it returns if I select any of the download options or try to login to the account.

As mentioned, everything works perfectly on my iPhone with the same version of the EE TV app.

Re: EE TV App Error AJ963

Peter_W — Wed, 08 Jan 2025 14:25:50 GMT

Thanks @ijwainwright, I've had a look here and we advise all devices with iOS and iPad OS 12.0 and later should be supported here.

I'll get this double checked just in case there have been any recent changes though.

Peter

Re: EE TV App Error AJ963

ijwainwright — Wed, 08 Jan 2025 14:44:21 GMT

Thank you, in which case do you have any idea what error code AJ963 is please? It doesn't appear on any of the published code lists. The closest was AJ903 which was the one which recommended uninstalling and reinstalling the app. Which I did but it made no difference.

Re: EE TV App Error AJ963

zulu17 — Wed, 08 Jan 2025 15:01:37 GMT

I have iPad Air 2 on IOS 15.8.3 using EETV app version 6.4.0 which also gives AJ963 when logging in.

So @ijwainwright your problem does not seem to be restricted to your device.

Re: EE TV App Error AJ963

David-TVTech — Thu, 09 Jan 2025 11:20:26 GMT

Hi @ijwainwright thanks for reporting the issue, we are digging into it.

An AJ963 occurs when the app isn't able to query the TV Provider service to download and show the right content and services for you. That's usually due to a problem resolving the end point or authentication failure when the app tries to login. While it's possible that an iOS update may be behind this, iOS 15.8.3 was released around 29 July last year so isn't likely to be the root cause, though we're currently doing a deeper dive to try to reproduce the issue.

One thing we did spot is that you have had 2 email addresses associated with your account (one for btinternet.com and another for talk21). Could I ask you to kindly confirm that the same email address and password is used on both your iPhone and iPad app just to rule that out as a possible cause?

Thanks!

David

Re: EE TV App Error AJ963

ijwainwright — Thu, 09 Jan 2025 12:07:45 GMT

Thanks David, I can confirm that the only email and password in use for the EE TV app is the Talk21 one for both the iPhone and iPAD. Also just to be clear, the app has been working on the iPAD under iOS 15.8.3 as normal up until the last update - 6.4.0 - of the App, a couple of weeks ago. The trigger for the error therefore seems to have been the lastest app update, hence the original question.

Incidentally, the error actually prevents access to the login dialogue box, so its not even getting far enough in the process to reject the user account.

Thanks .. Ian

Re: EE TV App Error AJ963

David-TVTech — Thu, 09 Jan 2025 12:43:58 GMT

Hi Ian, thanks for the quick reply and confirmation - the missing dialog box is a very useful pointer.

Overall, number of impacted devices is super low (but not zero) and a couple of older iPhone models also appear in the logs so that's where we're focusing the investigation now. Will keep you posted.

Thanks again for raising the issue,

David

Re: EE TV App Error AJ963

ijwainwright — Thu, 09 Jan 2025 14:18:26 GMT

Thanks David, and just for information I had a response from @zulu17 -

I have iPad Air 2 on IOS 15.8.3 using EETV app version 6.4.0 which also gives AJ963 when logging in.

So @ijwainwright your problem does not seem to be restricted to your device.

Re: EE TV App Error AJ963

David-TVTech — Mon, 13 Jan 2025 14:11:31 GMT

Hi @ijwainwright and @zulu17 working with the apps team, we have been able to recreate the AJ963 error and the background failure code suggests that the TV Provider setting on the device is incorrectly set (or perhaps not set at all)

To help confirm, can you check the TV Provider entry in device Settings and also try signing in via Settings rather than the app (in the 1st instance) by:

Go to Device settings page and find TV provider under the General category in settings
Tap TV Provider (note as above need to search for "TV Provider" if it's not immediately listed)
Make a note of what is displayed (this would be useful to see if it's the same or different to our settings)
Select then tap on "EE TV" to launch the login prompt.
Login as normal with your current user name and password.

Please let me know whether the above works?

thanks

David

Re: EE TV App Error AJ963

ijwainwright — Mon, 13 Jan 2025 17:28:52 GMT

Thanks David, the TV Provider in the iPad settings is correctly shown as EE TV and is signed in with my correct email address. The only option is to Sign Out which brings up the message that I will be signed out on all devices.

The interesting thing is that since deleting and reinstalling the app last week I haven’t actually been able to sign in on this iPAD at all except via the EE TV website! Every other attempt to login has resulted in the error message.

Regards .. Ian

Re: EE TV App Error AJ963

David-TVTech — Tue, 14 Jan 2025 17:12:28 GMT

For anyone bookmarking the thread - We've had a couple of other cases crop up in the wild and are working to identify and correct the root cause.

Although it's proving somewhat elusive at the moment, the issue does seem to have a specific component related to the iOS - App mapping on devices still running iOS 15.8.3 (and close variants) and how the TV Provider is being enumerated.

If you have one of these devices and see the AJ963 issue please feel free to add details here and we'll keep you posted.

thanks,

David

Re: EE TV App Error AJ963

JaneMilo — Wed, 15 Jan 2025 13:48:17 GMT

I have exactly the same issue with my iPad Air 2, my husband had to watch the football on his phone instead last night. I tired everything, even signed out and now I can’t sign back in because the error code keeps coming up. This all worked ok before the new update.

Re: EE TV App Error AJ963

zulu17 — Wed, 15 Jan 2025 19:19:21 GMT

.My TV Provider was set to EETV.

In my case I was logged in to the app already when I saw @ijwainwright issue and as I had the same iPad air 2 logged our and experienced the issues when attempting to back in. The iPad Air 2 is still paired to a Youview box and seems to function as expected wrt remote recordings. I

In my particular case I opted to use the freed device slot to allocate to a later Ipad model which had no issues in being activated and logged in.

Re: EE TV App Error AJ963

RK67 — Sun, 19 Jan 2025 19:28:53 GMT

Hi, I have the same issue. I have run through your steps and the TV Provider already set at EE TV.

the message I get in screen is “Your TV provider service is temporarily unavailable. Please try again later. Actual TV itself is working fine and receiving EE tv.

Re: EE TV App Error AJ963

Profile closed — Sun, 19 Jan 2025 21:37:40 GMT

I am having similar issues, but get AG104 as an error message and cannot even get the app to connect to the TV Box Pro.

Done all the usual troubleshooting, uninstall/reinstall but no joy.

M1 iPad Air (5th generation) running iPadOS 18.2.1, TV Provider setting is correct.

Error message

Re: EE TV App Error AJ963

ijwainwright — Mon, 20 Jan 2025 09:58:42 GMT

After some extensive diagnosis with the Tech team there is a workaround for the AG963 error which involves signing out of the TV Provider in the iPAD settings, switching TV Provider off and then logging in directly to the EE TV app via the app settings page. Not ideal and still subject to investigation but it worked for me.

I don't believe that the AG104 effor is related as it's associated with pairing to the box which wasn't a problem for us, sorry.

Re: EE TV App Error AJ963

JaneMilo — Mon, 20 Jan 2025 13:48:32 GMT

I fortunately nothing seems to work, I logged out of the TV provider and cannot log back in.
Tried the App and desktop site, I’m still getting the same code AJ963
[image0.png][image1.png]

Sent from my iPhone

Re: EE TV App Error AJ963

JaneMilo — Mon, 20 Jan 2025 14:03:16 GMT

Hi David

Have you found a solution to this problem yet error code AJ963 ?
I also have an iPad Air 2 iOS 15.8.3, I logged out of the TV provider to try and reset it, but now I cannot log back it, I keep getting Your TV provider service is temporarily unavailable. I have unpaired with the TV and repaired with it, I have tried logging in through the app and desktop site but get the error code. It frustrating because it just suddenly happened after the EE update.