EE APP fails to connect to tv box (AM001)

[AndyDiv]

Hi,

My EE TV App won't connect to my tv box. When I try to connect the tv box says it has been successful but the app says:

'Sorry - there's a problem. Please try again. (AM001)'

I have signed out of the app and signed back in. Also unplugged the tv box for 1 minute and then tried again. Nothing seems to help.

Any suggestions would be welcomed.

Thanks

Andy

[Midnight_Voice]

@AndyDiv 

https://www.bt.com/help/fix-your-bt-error-code-problem

says

AM001
Re-start the app / re-install the app.

As you have restarted it without effect, try delete and reinstall.

[AndyDiv]

Thanks for message.

Unfortunately I've already deleted and reinstalled the app and it didn't help.

[Midnight_Voice]

@AndyDiv 

The only other suggestion I can offer is to touch the On/Standby button on the box for just over eight seconds.

This does a soft reboot, which is slightly better than a power cycle, in restarting the box.

Might not make any difference, depending on the underlying issue, but has been known to help in the past.

[DarrenDev · Accepted solution]

AM001 is our generic error, but I've checked the logs and can see in your case that it has been caused by a corrupt account in the YouView cloud - we're trying to pair with it, but the cloud thinks it's already paired.

Could you please visit the Settings section on the TV Box Pro (the cog at the top right corner), and then Mobile Devices.  On that screen, delete all the current pairings by ticking the boxes and selecting the Disconnect button.

Once complete, you should then be able to pairing successfully.

If it still fails, then a factory reset of the TV Box Pro will cause it to generic a whole new cloud profile - this should fix it.

[AndyDiv]

All sorted now. Thanks for your help!