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.

[David-TVTech]

Hi @ijwainwright and @zulu17  working with the apps team, we have been able to recreate the AJ963 error and the background failure code suggests that the TV Provider setting on the device is incorrectly set (or perhaps not set at all) 

To help confirm, can you check the TV Provider entry in device Settings and also try signing in via Settings rather than the app (in the 1st instance) by:

1. Go to Device settings page and find TV provider under the  General  category in settings
2. Tap TV Provider (note as above need to search for "TV Provider" if it's not immediately listed)
3. Make a note of what is displayed (this would be useful to see if it's the same or different to our settings)
4. Select then tap on "EE TV" to launch the login prompt.
5. Login as normal with your current user name and password.

Please let me know whether the above works?

thanks

David

[ijwainwright]

Thanks David, the TV Provider in the iPad settings is correctly shown as EE TV and is signed in with my correct email address. The only option is to Sign Out which brings up the message that I will be signed out on all devices.

The interesting thing is that since deleting and reinstalling the app last week I haven’t actually been able to sign in on this iPAD at all except via the EE TV website! Every other attempt to login has resulted in the error message.

Regards .. Ian

[David-TVTech]

For anyone bookmarking the thread - We've had a couple of other cases crop up in the wild and are working to identify and correct the root cause. 

Although it's proving somewhat elusive at the moment, the issue does seem to have a specific component related to the iOS - App mapping on devices still running iOS 15.8.3 (and close variants) and how the TV Provider is being enumerated.

If you have one of these devices and see the AJ963 issue please feel free to add details here and we'll keep you posted.

thanks,

David

[JaneMilo]

I have exactly the same issue with my iPad Air 2, my husband had to watch the football on his phone instead last night. I tired everything, even signed out and now I can’t sign back in because the error code keeps coming up. This all worked ok before the new update.

[zulu17]

.My TV Provider was set to EETV.

In my case I was logged in to the app  already when I saw @ijwainwright  issue and as I had the same iPad air 2 logged our and experienced the issues when attempting  to back in. The iPad Air 2 is still paired to a Youview  box and seems to function as expected  wrt remote recordings.  I

In my particular  case I opted to use the freed device slot to allocate to a later Ipad model which had no issues  in being activated  and logged in.

[RK67]

Hi, I have the same issue. I have run through your steps and the TV Provider already set at EE TV. 

the message I get in screen is “Your TV provider service is temporarily unavailable. Please try again later. Actual TV itself is working fine and receiving EE tv.

[Profile closed]

I am having similar issues, but get AG104 as an error message and cannot even get the app to connect to the TV Box Pro.

Done all the usual troubleshooting, uninstall/reinstall but no joy.

M1 iPad Air (5th generation) running iPadOS 18.2.1, TV Provider setting is correct.

Error message

[ijwainwright]

After some extensive diagnosis with the Tech team there is a workaround for the AG963 error which involves signing out of the TV Provider in the iPAD settings, switching TV Provider off and then logging in directly to the EE TV app via the app settings page. Not ideal and still subject to investigation but it worked for me. 

I don't believe that the AG104 effor is related as it's associated with pairing to the box which wasn't a problem for us, sorry.

[JaneMilo]

I fortunately nothing seems to work, I logged out of the TV provider and cannot log back in.
Tried the App and desktop site, I’m still getting the same code AJ963
[image0.png][image1.png]

Sent from my iPhone

[JaneMilo]

Hi David

Have you found a solution to this problem yet error code AJ963 ?
I also have an iPad Air 2 iOS 15.8.3, I logged out of the TV provider to try and reset it, but now I cannot log back it, I keep getting Your TV provider service is temporarily unavailable. I have unpaired with the TV and repaired with it, I have tried logging in through the app and desktop site but get the error code. It frustrating because it just suddenly happened after the EE update.