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EE TV Player

12HMC
Investigator
Investigator

‎28-09-2026 09:27 AM

Since Saturday 26 of September 2026 I am unable to watch live TV on my laptop, I get the error code WP4012. I have tried reinstalling EE TV Player without any success. The TV box works ok, What needs to be done?

0 Helpful
10 REPLIES 10
DarrenDev
EE Product Expert

‎28-09-2026 09:32 AM

WP4012 means that your display is not secure.  The content is protected to prevent it being copied, and your display is reporting that it cannot adequately maintain that protection.

Do you have it connected to an external display? e.g. a monitor or TV?  If it worked previously, then check that none of the connections have come loose. Also check to see if any windows drivers may have updated around that time - if so, roll them back.

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12HMC
Investigator
Investigator
In response to DarrenDev

‎28-09-2026 10:44 AM

No external screens attached, no updates listed between it working Friday 25th and Saturday 26th. Any other ideas?

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DarrenDev
EE Product Expert

‎28-09-2026 10:54 AM

Have you tried rebooting the laptop?

There haven't been any changes on our side (we don't make changes between Friday and Sunday), so it can only be caused by something behaving differently on your device.

12HMC
Investigator
Investigator
In response to DarrenDev

‎28-09-2026 11:41 AM

Yes, rebooted several times since the problem started. Any suggestions on what to check on security with Win 10.

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12HMC
Investigator
Investigator

‎29-09-2026 10:54 AM

Any more help with this? Looking in Device Management there is "You'll need to remove one of the devices below before you can add this one. You won't be able to change this list again for the next 30 days." at the top even though this is the same Windows laptop that has always been used, even though it is called a desktop. Is that the issue?

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DarrenDev
EE Product Expert
In response to 12HMC

‎29-09-2026 03:26 PM

I've reset your device management to rule out that issue, but I don't believe it's related.  I'm out of ideas on that I'm afraid.

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12HMC
Investigator
Investigator

‎29-09-2026 06:57 PM

Thanks but that didn't make any difference. " I'm out of ideas on that I'm afraid." , so what am I supposed to do? I have just activated HBO Max which works, so what is the difference with EE TV Player saying the screen is not secure and every other program happy with the security on the laptop?

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DarrenDev
EE Product Expert
In response to 12HMC

‎30-09-2026 09:51 AM

Another suggestion - reset the DRM cache.  You can do this by quitting the EE TV app, and then opening the following folder in Windows Explorer:

%localappdata%\Temp\EBWebView

In there, you should see a folder named 'WidevineCdm' - delete it.

Then try playing again.

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12HMC
Investigator
Investigator

‎30-09-2026 08:03 PM

Thanks, good try but no coconut, it's still the same. What can I try next? Things are getting desparate, the next Moto GP is getting close 😀

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