topic Re: KDL-40CX523 & long programmes on iPlayer in Other TVs

KDL-40CX523 & long programmes on iPlayer

huxley123 — Mon, 28 Jul 2014 16:43:07 GMT

When I try to watch the Commonwealth Games Opening Ceremony on iPlayer I only get about half an hour in & get a 'Content Error' with Retry/Cancel buttons. I can't wind past the half hour, stopping at any point after gives the same error. Everything else on iPlayer seems OK. I've had this problem before with a full F1 coverage programme (a similar length, over 3 hours). iPlayer help pages have this note: "Please note that there can be a lengthy encoding process involved in making some programmes of 2 hours or more available on BBC iPlayer for some platforms." I'm guessing something is wrong with the encoding for my platform. No reply from the BBC to my query. Has anyone else seen this problem? Does the Commonwealth Games Opening Ceremony play OK on the iPlayer app on other Sony equipment?

Re: KDL-40CX523 & long programmes on iPlayer

Anonymous — Mon, 28 Jul 2014 16:50:05 GMT

Hi all

For everyone/anyone replying to this thread with the same issue, can you please state your TV model number.

Cheers

@huxley123 - this issue has been discussed in other threads, so it does seem like there is a problem.

Re: KDL-40CX523 & long programmes on iPlayer

huxley123 — Mon, 28 Jul 2014 16:53:51 GMT

Sorry, I couldn't find anything recent when I scrolled down.

I saw a similar error some time ago on a shorter programme but that one was listed as a problem on the iPlayer site.

I'm sure I've watched films more then 2 hours long successfully, so it looke like it isn't a general problem with the BBC over 2 hours encoding.

Re: KDL-40CX523 & long programmes on iPlayer

Anonymous — Mon, 28 Jul 2014 16:59:14 GMT

Hi Huxley123

Don't be sorry! This is probably what this issue needs - a separate thread on its own. Im going to leave it for a day or so, then collate any/all information and then pass it on to Sony Support to figure out I personally believe its a BBC issue, but could also be a limitation of the TV - not sure, so....

Cheers

Re: KDL-40CX523 & long programmes on iPlayer

huxley123 — Mon, 28 Jul 2014 17:04:31 GMT

I tried some word searches and it was me who posted about it before - I'd completely forgotten about that.

http://community.sony.co.uk/t5/televisions/bravia-iplayer-content-error/m-p/1400994/highlight/true#M17048

Re: KDL-40CX523 & long programmes on iPlayer

Anonymous — Mon, 28 Jul 2014 17:52:59 GMT

Just saw your other post Huxley from Oct 2013 - Appologies that no one responded to it, it probably got lost with the other threads.

Im curious if your problem is different to the others, considering your problem has been going on a lot longer than the others.

Other Threads:

http://community.sony.co.uk/t5/televisions/bbc-iplayer-problems-july-2014/m-p/1716679#M20907

http://community.sony.co.uk/t5/televisions/bbc-i-player-not-connecting/m-p/1679817#M20608

Just to inform you, one of the Sony Community Managers has escalated this issue to Sony Support for investigation.

Cheers

Re: KDL-40CX523 & long programmes on iPlayer

huxley123 — Mon, 28 Jul 2014 18:15:59 GMT

It could be a related problem, I'm fairly sure programme length has something to do with it.

Both HD & SD selections fail with me at the same point.

I'll try loading other long programmes & see if I can replicate the problem.

Re: KDL-40CX523 & long programmes on iPlayer

frmitch42 — Wed, 30 Jul 2014 13:34:57 GMT

My model KDL-40EX503, had its firmware updated on Monday to allow it to access Iplayer again. As I have posted elsewhere (and by request I'm posting here) there is now a problem trying to play HD versions of programmes. In fact in Help > FAQS for this version of Iplayer it clearly states that this version of Iplayer will not play HD.

Yes, it offers higher quality, but only programmes of length 3 hours or less will actually play under this option. What happens is (with a Commonwealth games programme of 3 hours 5 minutes duration) , it says it is getting ready to play, then a brief flash of video appears followed by a return to the menu.
Furthermore, shorter videos which will play under the 'higher quality' option are not in anything approaching HD, not even 720p in my opinion. I cannot tell the difference between the normal play and the 'higher quality' play.
It's not a broadband speed issue, I can stream HD footage using my smart blu ray player or my Sky box, but not on my TV.
I'd like another version of Iplayer which DOES play HD to match my TV spec please.

PS I had an email from Sony Support wanting more details and my phone number, but I don't suspect my TV s faulty after reading other peoples experiences with 4 year old TVs.

Re: KDL-40CX523 & long programmes on iPlayer

huxley123 — Wed, 30 Jul 2014 16:08:59 GMT

My problem is definitely something to do with long programmes.

I tried some more Commonwealth Games programmes and the longer programmes (3h) also fail with content error.

The big 6 hour one doesn't fail in the same way, but I can't wind forward on it, it just ends up back at the start, and it seems to freeze for a while.

Re: KDL-40CX523 & long programmes on iPlayer

Anonymous — Fri, 01 Aug 2014 12:37:34 GMT

Hi @frmitch42

I have had some feedback from Sony:

This player's FAQ states it does not do HD.

In the help FAQ’s on the iPlayer app it does say that if a programme was recorded in HD it will not be available on iPlayer in HD. There is the option to “View in higher quality” which is slightly better quality but clearly not HD. I cannot say if this has changed for this version of iPlayer as the original version is not available to verify. The newer versions of iPlayer on RB1/RB2 has full HD service.

In reality it is the BBC that has changed the app.

Unfortunately, it looks like you will have to contact the BBC in regards to getting the problem resolved.

@huxley123 - The same with your issue as well unfortunately - as it is the BBC that develops the iPlayer application.

The BBC have a "contact us" page, with is located:

https://iplayerhelp.external.bbc.co.uk/tv/forms

I hope this at least clarrifies or assists somehow.

Cheers

Re: KDL-40CX523 & long programmes on iPlayer

frmitch42 — Thu, 31 Jul 2014 10:07:08 GMT

Thank you Quinnicus, for your efforts in trying to get some clarity as to what has happenned. I am at a loss however in understanding why it is MY job to chase this up with the BBC and not Sony's, since it is clearly a global problem affecting many users of Sony TVs and I assumed that Sony had some sort of relationship with Iplayer developers at the BBC to ensure compatibility with their HD televisions. I can't believe they expect their customers to chase this up. Wringing their hands and saying 'its the BBC's fault' not ours and leaving it at that is poor customer service in my opinion. Thank you for your efforts in this case.

Re: KDL-40CX523 & long programmes on iPlayer

Anonymous — Thu, 31 Jul 2014 10:41:09 GMT

Hi there

That is a bloody good question! Didnt even think of that, and I agree to be honest.

Let me put that to Sony Support and see - I'll get back to you.

Cheers

Re: KDL-40CX523 & long programmes on iPlayer

frmitch42 — Thu, 31 Jul 2014 11:31:41 GMT

Thank you !

Re: KDL-40CX523 & long programmes on iPlayer

Anonymous — Fri, 01 Aug 2014 12:50:32 GMT

Hi there All

I think there are two issues at hand here:

HD Content failing to play.
Long videos failing to play.

1. iPlayer HD Content on 'older' Smart TV's

Unfortunately this issue cannot be resolved. I am not allowed to go into all the details - however in time Sony will issue a statement on this.

In short, the BBC has changed the format of the content being played, of which is incompatible with some 'older' smart TVs for HD playback. This is the same with other manufacturers as well.

2. Long videos cut out

This issue got lost in the HD content problem - and will persue an answer for this as well - will post back when I have one

Cheers

Re: KDL-40CX523 & long programmes on iPlayer

huxley123 — Fri, 01 Aug 2014 14:23:02 GMT

The BBC has waited till the programme expired, then replied to me stating they can't investigate the problem any further because the programme has expired.

It looks like I'm wasting my time reporting faults.

They don't even have a simple reply fnction, I have to go right through the webform every time.

Re: KDL-40CX523 & long programmes on iPlayer

Anonymous — Fri, 01 Aug 2014 15:08:11 GMT

Im onto this one @huxley123 However I will be honest here, if there is a fix for this - it is extremely unlikely it will happen soon or quickly.

Just to let you know, I have escalated this to Sony Support with an explanation that you have already tried BBC Support (predicting that the answer would be "contact BBC") - hopefully it works. Ill get back to you when I hear anything.

Cheers

Re: KDL-40CX523 & long programmes on iPlayer

frmitch42 — Fri, 01 Aug 2014 17:59:14 GMT

Thank you Quinnicus, I'll look forward to what Sony have to say.

Re: KDL-40CX523 & long programmes on iPlayer

huxley123 — Thu, 07 Aug 2014 16:11:15 GMT

I've just opened iPlayer on my TV today to be presented with a message that this version will no longer be available after September.

Re: KDL-40CX523 & long programmes on iPlayer

Anonymous — Thu, 07 Aug 2014 21:43:16 GMT

I guess this problem (and thread) is a mute point now. Im wondering is this issue and various others over the last few months contributed to the BBC making this decision.

We may never know....

Just linking to this thread:

http://community.sony.co.uk/t5/televisions/bbc-iplayer-on-sony-bravia-discontinued-in-september/td-p/1723969

Re: KDL-40CX523 & long programmes on iPlayer

Tommmo — Thu, 07 Aug 2014 23:52:06 GMT

Same here - 40CX423, message along the top saying it will no longer be supported. On "old TVs"? I paid for fibre to the home broadband a few months back just so we can watch iPlayer and the like without buffering. 21st century Britain, isn't it wonderful?

Anyway I will be OK using my BDP-S195 Blu-Ray player. Let's check it. Oh. Same message.

How about the bedroom telly, KDL24EX320BU? Oh dear oh dear, same again.

Thanks a bunch Sony and the BBC. In one month I will go from 3 to zero ways to watch iPlayer on the television. Now if I owned 3 recently bought machines, I would be really upset.

I am really upset. That is, unless someone from Sony can tell me either 1) They will be continuing support for one or more of these or 2) There is a near-zero cost (like £19.99 for example) alternative way to enable me to get iPlayer on them. By the way BBC, the license fee sounds like a very good way for you to pay to enable me to continue watching the programs I pay for. Just cancel Eastenders to pay for it, the programme is vile and depressing. I would pay extra for you to do this.