I'm getting the error "Sorry, there's been a problem. Please try again. (WM001)"

[recreme]

When I try to view Live TV content on win11 laptop I get the error above. How can this be resolved?

[Rach_H]

Hi @recreme,

Welcome to the Community!

Our Unable to Watch or Access Subscription TV Channels page has steps to try and you can check the EE TV status to see if this gets the live TV channels working. 

If you continue to receive the error message after trying the troubleshooting in the help page, please call us and the team will be happy to help 🙂

Rach

[DarrenDev]

Please try again now @recreme - your account had an error on it that I have now fixed. Sorry for the inconvenience.

[recreme]

Thanks DarrenDev but I still have the same issue, same error message.

[DarrenDev]

That's weird - your device has gone straight back into the same state. I've not seen that happen before.

Could you please uninstall the desktop player from your Windows PC, and then install it again from: https://player.ee.co.uk/#/home/desktopInstaller

If it happens again then I'll need to speak to the devs on Monday, as the app is incorrectly identifying itself to us.

[recreme]

Thanks DarrenDev - I have uninstalled, rebooted and reinstalled - exactly the same issue I'm afraid. I get this message when I log in: "We can see someone has already logged into a BT account on this device. Please select one of the below accounts or choose to log in with a different account." -  I suspect it has something to do with me being on BT broadband - logging in with different credentials between BT & EE. Hopefully there is a solution...

[DarrenDev]

OK, the devs have found the bug. It's related to a recent update they released.

It is scheduled to be patched later this evening, so should be working for you by the morning.  I'll update here when they've confirmed the patch is live.  Sorry for the inconvenience.

[recreme]

Hi DarrenDev - I know you haven't confirmed about the patch update yet - but I thought I'd try again anyway. I can now watch Live TV but if I select anything under Sport - the content starts but immediately errors out with "Sorry there’s been an error playing back this programme, please try again. (WP4012)". Thanks

[DarrenDev]

The patch went live an hour ago - I hadn't had chance to update here yet.

WP4012 means that content protection cannot be enforced. This usually means a connected display that doesn't support HDCP - do you have an external display connected to your PC?  What connection type is it using?

[steveking287]

Hi DarrenDev. I am having the same issue (WM001) when I log in to my Windows laptop and try to watch with the EE TV player. I've tried a few times over a few days and have reinstalled the web player but have the same issue. Thanks for any help