BT/EE TV - Manage Device problem

[zisakjee]

I have a 'Manage Devices' problem. With EE/BT TV web player, when I try to watch on my desktop, I get a message telling me I have reached my device limit. I go to device management and I can see that my desktop has used up all 4 devices when I've logged in the previous 4 times. I now get the following message in the app: "

You've reached your device limit

You have reached the limit on the number of devices you have registered for playback. (WP928)

i.e. the app thinks my desktop is a new device every time I log in.

Is there a bug? As it stands I cannot watch anything that I am paying for as the web app has locked me out. Can anyone help?

Many thanks.

[DarrenDev]

Update: the app uses the system UUID - this is generated by the hardware, and should never change.  Even privacy apps cannot change this value.  Is it a real Windows device you're using? Or a virtual machine?

[zisakjee]

We don't have any privacy apps on the the laptop. I've never heard of the app that you mentioned.  

It is a real Windows device (Lenovo laptop) that was purchased through a reputable outlet. I've not used any virtual machines in our household before.

[Midnight_Voice]

@zisakjee 

C(rap)Cleaner is a well respected utility for cleaning up unwanted files (temporary, caches, stuff left over after a delete, etc). It’s not a privacy app per se.

if you are using any sort of disc tidying utility, though, this may be the culprit.

I don’t know where EETV might have stashed a file such that CCleaner thought it was cruft, and I don’t expect @DarrenDev wants to tell us, but no doubt it is in a safer place now.

[DarrenDev]

As mentioned, it shouldn't be possible to change the system UUID - it's generated when Windows is installed, usually based on the hardware.  I assume you're not resetting Windows on your laptop either?

I've reset your devices again, and I've requested that additional logging be added to the app to report when we detect the system UUID has changed.

[zisakjee]

We've never reset Windows on the laptop.

Thanks - i'd appreciate that so we can identify this issue if it re-occurs.

On my desktop, I usually select the show I'm going to watch on the BT TV Web App which then opens the show up within the EE TV Player.

On the laptop, we've used the EETV website to select the show and thus opens it in the EE TV Player. Would this have an  effect on the number of devices being used (i.e. counting it as a new device each time)?

[DarrenDev]

@zisakjee I assume the "BT TV Web App" looks identical to the EE TV website?  We redirected the BT TV web site to the EE one a few months ago, so there should only be one place you can launch video from.

[zisakjee]

Yes the EE TV website looks identical to the BT TV Web App - I can select a show on either of these to open it up in the EE TV player.

[DaveAdams1974]

Hi @DarrenDev, would it be possible to have my devices reset please

I used to be able to add 4 devices, but it's now only allowing me to have 2. 

I've had to factory reset one of my fire tablets and the app is now preventing me from adding a new device. 

Many thanks