EE TV App Error AJ963

[ijwainwright]

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.

[Peter_W]

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

[ijwainwright]

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.

[Peter_W]

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

[ijwainwright]

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.

[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.

[David-TVTech]

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

[ijwainwright]

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

[David-TVTech]

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

[ijwainwright]

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.