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Post Reply Latest Update 1.1.5 Broke Playback
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44 / M
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Posted 9/14/15 , edited 9/28/15
The last update to 1.1.5 broke video playback for a lot of users. I hope you're paying attention to the real google play store reviews.

Let me start by saying do not paste some canned response like you do with Tickets. No I am not going to uninstall and re-install the app. I have two different android tablets and its happening on both. Check the reviews.

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33 / M / Colorado, USA
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Posted 9/14/15 , edited 9/16/15
Can confirm this is an issue on my device as well.

Using LG G3 (stock firmware, but rooted running adblock) on Verizon

Rolled back to v1.1.4 and I'm able to play videos without any issues.

Sent in a help ticket already, and awaiting response.
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22 / M / Belgium
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Posted 9/15/15 , edited 9/16/15
Same here on Asus Transformer TF201
Haven't sent a ticket though, probably won't either. I did indeed roll back to v 1.1.4 and that seems to have fixed it.

I have the app working on a device that is unrooted, so maybe somehow it has something to do with your device being rooted or not? Which would suck, but it may just have been a coincidence... However I've seen rooted devices being blocked for "security" reasons from certain streaming android apps (which is ridiculous)... Example is the yeloTV app from Belgium (only). Just wondering is all.
micr0n 
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Posted 9/15/15 , edited 9/16/15
I've also experience this. Please note that i have done my part on troubleshooting this as well.
-Cleared cache and store files = failed
-Uninstalled, reinstalled = failed
-Repeated both process above with the same failure on: Sony z1 compact, Minix Neo x8, x7, BnN Nook HD, Genymotion Android Emulator with various specs
-Rolled back to at least 1.1.3 without any playback issues.

Seriously, not sure what kind of qa or support personal you guys have, but steps to reproduce is not difficult.
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Posted 9/16/15 , edited 9/16/15
Also experienced this. I've tried everything micr0n has tried without success. Android Samsung Galaxy S5 here. Also, how do you roll back an app?

Edit: And it happens 100% of the time with all videos, all times of day.

Edit 2: I contacted support about this, and they sent an automated message, trying to help me cancel my account. wtf?
SAO666 
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Posted 9/16/15 , edited 9/16/15
I haven't had any problems. Samsung Galaxy S5. Android 5.0

You could reinstall the app on both devices in under 5 minutes. Stinks that you have to do it but it's an easy fix.

To those that this haven't worked on, have you rebooted your device between the uninstall and install? Did you use task manager to close all other apps? Do you have any kind of anti-virus app? Disable it?

To the rooted one, are you sure this isn't a security feature? For example, late PS1 games could tell if the console was modded and wouldn't run on modded consoles. As I mentioned above, maybe your anti-ad app is interfering with it.

To those that root, true that you own the device but there was probably a ToS that forbids you from modifying the OS that way.
Besides, the stereotype (not everyone) is that people root/jailbreak devices to run software they shouldn't anyway. What was the first thing people did when they broke the PS3 OS? Ran pirated games. It's only a security feature for the streaming service to protect their property.
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27 / M / México DF
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Posted 9/16/15
Same problem for me. But in my case, the videe starts playing...


HTC M8 (5.0.2)






Asus Transformer TF101 (4.0.4)









Reinstall the app: Check

Clear cacahe/data: Check

Hide root: Check
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Posted 9/16/15
Reinstall didn't work for me, so its not that simple, clearly.
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56 / M / Texas
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Posted 9/17/15 , edited 9/24/15
App is working fine on my tablet . A generic one from Best Buy . Running KitKat 4.4 os , unrooted.
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22 / M / Belgium
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Posted 9/17/15 , edited 9/26/15
At this point I'm convinced that only rooted devices are affected by this problem, my old (unrooted) tablet runs the app just fine... Until I installed a cyanogen root (hiden or not) on it, after that I got the problem, uninstalled the root and it ran fine again.

Yeah I know that a rollback is the easiest fix and works, but still I'm worried that if it doesn't get fixed now, it never will :)

Yep the videos play fine in the background, which is the weird thing about this I guess :3
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Posted 9/17/15
I'm not rooted, not working on my S5.
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Posted 9/24/15
I'm having the same problem on my Galaxy S3 I9300. The weird thing is that the video does work, but the annoying message of "there was a problem playing the video." doesn't go away.
I tried:

- To reinstall the app, but it didn't work
- To Clean the Cache, didn't work as well
- I was using cyanogen, i did a FULL wipe on my mobile and installed Miui, it worked on the first 2 days and stopped again
- Tested on my brother's Moto G (2nd gen), it worked on the first test but dunno if it would stop later
- Reverted back to 1.1.4 and it's working without problem
Der Zoodirektor
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34 / M / Germany
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Posted 9/24/15
The developers are aware of the issue.
You can help us recreating the bug by providing as much information as possible about your setup, including hardware, android versions, as well as detailed network information.
If any of you can record video of all actions from startup to the point the error pops up, that would be very helpful.
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Posted 9/25/15 , edited 9/25/15
Asus zenphone 2
Android 5.0

Steps are open app, tap any video, crash.
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Posted 9/25/15 , edited 10/2/15
I did some tests here installing and reinstalling the crunchroll app and I noticed that when i had the adway app disabled, crunchyroll worked flawlessly. Adway is an app that edit the hosts file adding a lot of domains to block ads, so I started messing with the huge hosts file to identify what was the domain causing that problem by being blocked... and after a thousand of reboots, I found out that when "metrics.brightcove.com" is blocked I get that error "There was a problem playing the video. Please try again, or contact support if the problem persists."

So i wonder if a person with a problem to access "metrics.brightcove.com" for some reason, wouldn't have that same problem as i had cause of adway.

Btw I did some research with that domain name and found this, https://support.brightcove.com/en/video-cloud/docs/domains-and-ports-must-be-accessible-video-cloud dunno if crunchyroll started using this on their new app, cause I didn't had any problem even with that domain blocked with the 1.1.4 crunchyroll app.

So for myself I solved my problem by adding the domain to my whitelist on adway, I hope this info helps to recreate the bug and find the problem. I'm available to provide any other info needed.
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