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]

Are you using any privacy software on your PC? The app needs to store a unique key on the device to identify itself - if something is wiping that data or preventing it from being stored then it'll appear as a new device every time.

[zisakjee]

Very strange - I don't have any privacy software on the PC.

[zisakjee]

What's more strange is I also have NOWTV as part of my tv package and I don't have the same issue with that when watching it on the desktop. (I'm assuming they would also have a unique key identifier so you can only log in on limited number of devices, similar to EE/BT TV Player...

[DarrenDev · Accepted solution]

I can't comment on what they use - that's down to the internals of their code.

I can only suggest you uninstall the app again then install again, and see if things improve.  I've reset your devices for now, to allow you to use it again.

[zisakjee]

Thanks - I'll uninstalled the app and will give it another go

[Midnight_Voice]

@zisakjee @DarrenDev 

With Now, you can be logged on to an unlimited number of devices at the same time.

However, Now will count the number of programmes you are streaming at the same time on different devices, and prevent you starting more simultaneous streams than you are allowed:-

Non-EE TV users without Boost - 1 stream

EE TV users without Boost - 2 streams (certain restrictions can apply)

Users with Boost, EE TV or not - 3 streams for existing Boost users, 2 streams for new Boost users

Users with Ultra Boost, 3 streams

EE TV does not yet support Ultra Boost, but they are working on it

Note that if you do not stop a stream cleanly, it may be up to 20 minutes before the counter clears, during which time Now count you as still streaming. If you stop a stream cleanly, though, the counter is released immediately.

As with any system, the counting process can go wrong from time to time, such that Now regards you as running more streams than you actually are. If this happens to you, contact Now Live Chat to get the counter reset.

[zisakjee]

The reset and re-installation of the app seems to have worked - thanks for your help!

[zisakjee]

Hi, 

This issue has reoccurred. Following your last reset, I've only registered the EE web app on two devices. My desktop player (last used on 02/10/24) and a laptop (last used on 29/08/24) within our household. However, it has wrongly registered two "desktop players" as new devices (on the 16th and 28th of September) when using the laptop. When we try to use the web app on the laptop, the EE app thinks it's a new device which I find very strange and says that I am unable to register.......  even though the laptop was registered on the 29th of August.

This time I'm receiving the same error message but with a new error code. "You have reached the limit on the number of devices you have registered for playback (WP933)"

This reoccurring issue is frustrating - can you please look in to the issue on your side to resolve?

Thanks,

[DarrenDev]

Unfortunately I doubt there is anything we can do to resolve this on our side @zisakjee - someone or something is deleting our app data, causing it to be seen as a new device each time.  It'll almost certainly be a privacy app or setting of some description, but we've not had anyone report issues like this for many years.

The last time this happened, it was a product called "CCleaner" that was deleting all our data - are you using this?  Or anything like this?

I've asked the dev lead for that app whether there's anything we can do to help you identify the cause.