Discovery + access denied

[Skipperdedodar]

Hello,

I wonder if anyone could help with an issue with discovery +? I randomly get a message “Something Went Wrong You do not have permission to access the requested resource. NSULErrorDomain.-1102” when trying to watch MotoGP.  Sometimes I can click on a race and it will work, then try to watch another and I will get the message. 
I get this message on two devices an Apple TV gen 1 and an 2024 iPad Air with the latest iOS. I have so far tried signing out of discovery + deleting the app. Leaving the Apple TV unplugged and a force reboot of the iPad. Reinstalling the app and still randomly get the message. I have tried rebooting my WiFi router, as this is common to both, still randomly get the message. I have hot spotted the iPad with my phone and used 5G instead of WiFi and I still get the message. I am not using a VPN. I have contacted discovery+ support and a present not had a solution. Any further help would be greatly appreciated.

Skip

[Peter_W]

Hey @Skipperdedodar.

Welcome to the EE Community 😊

Have you noticed this error when viewing any other content, or is it only MotoGP?

Is this live content or catch-up giving you these errors, too?

Peter

[Skipperdedodar]

Hello Peter,

 I have only really noticed it on catch up and I do get it on other events.

Skip

[Peter_W]

Thanks @Skipperdedodar, have you had a chance to give live content a try to see how this loads?

How are you subscribed to this too, is it via a mobile add-on / inclusive extra, or is it linked to a TV / broadband subscription.

Peter

[Skipperdedodar]

Hi Peter,

I just tried a live event and it worked, but the message is quite random. I will try it a couple of times 

The subscription is via TV/broadband .

Thanks Skip

[Peter_W]

Thanks @Skipperdedodar, if you can let me know the exact programme it was that gave this error I can give it a double check from my end. 

Also when you go into the 'Account' section, does this confirm that the subscription is managed via EE & BT?

Peter

[Skipperdedodar]

Hello Peter,

It is quite random. I have just tried on the iPad the Moto 2 race, round 12 from Czech Republic and it would not play. I closed the app and tried again and it played.

The subscription is managed by EE.

[DarrenDev]

Error "NSURLErrorDomain -1102" is an error returned from the media player on an Apple device when it didn't like the data it was given by the server.  The issue will most likely be with content encoding or delivery - the encoding of the video has a glitch, or the CDN serving the video is sending incorrect data.

You'll see when you watch the video that it sometimes shows in high quality, and sometimes blurs a bit.  This is because it's constantly adapting to the available internet bandwidth.  I strongly suspect this is why you're seeing this issue intermittently - the video is corrupt at a specific video quality, but other quality levels work OK.  If you're struggling to get a video to start, try kicking off a broadband speed test from a different device - this will intentionally slow down your internet, so that the video starts at a slightly lower quality, for just long enough to get past the glitch.

[Skipperdedodar]

Thank you Darren that’s interesting.

So it’s an issue with the server end at discovery? I have just tried your advice and if I start a race at about half way through a speed test the content starts to play. Any ideas on a more permanent solution than having to do this everytime? 

Thanks again Skip

[DarrenDev]

Yes, almost certainly an issue with the server end, unless you have anything special on your network that could be interfering with the traffic - although it's all encrypted, so I can't think of anything that you could have to cause it.

The best I can suggest is that you update discovery+ with your findings, in the hope that it'll steer them in the right direction.