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No Internet Connection On Android Fire TV for CR and VRV

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Posted 8/13/19 , edited 8/13/19
For the past 2 months the "No Internet Connection" OSD has been displaying on my CR and VRV app for the FireTV. I have tried all possible workaround suggestions, changing dns servers, clearing cache, clearing history, clearing data, clearing paired devices, uninstalling, rebooting Amazon TV, and etc.

I've opened Zendesk tickets but they've been pretty much ignored. Zendesk at one point told me to open an Ellation ticket. Ellation has decided to invalidate my ticket because they want the CR Zendesk engineers to work on it, which would be great if they acknowledged my existence.

If anyone know a solution please let me know. Mods of CR/VRV please forward this question along to your developers.

What are the IP addresses, or dns names, that need to be reachable for the connectivity test?
* Once I know this information I can debug this issue a little further.
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Posted 8/13/19 , edited 8/13/19
Dupe
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Posted 8/14/19 , edited 8/14/19
No response from CR/VRV Support today.

I still encounter this error frequently. What is the status of providing support and IP addresses / dns names?
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Posted 8/14/19 , edited 8/14/19
can't rightfully help with getting the numbers, but this is a common thing. it could be due to accessing it at peak times either your time or CR time. when too many people hit something at once it tends to overload it causing errors, don't know the stats officially but I have noticed, from personal experience, that the most recent ones tend to be kicked out, unable to access, vs the other users. have you tried accessing it at different times of the day, if possible. could also be related to device issues as well. the only time I have issues with the site itself is when the cloud is down, however for the app, it happens quite a lot, and when I pay attention to this and choose a different time, it tends to work itself out in most cases. and don't forget, cloud being down can result in app breaking or failing to work properly.
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Posted 8/14/19 , edited 8/14/19
Thanks for the advice niotabunny. I generally try and interact with the app at the same time during the day since my work schedule leaves me with little free time. It would be nice if CR/VRV could spend 5 minutes looking over their app to provide me with IPs/dns addresses. Maybe i'll try investigating the apk or capturing traffic over wireshark to see if I can guess what's used in the connectivity test. If something is getting blocked by my firewall or dns server it's not logging on my end.
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Posted 8/15/19 , edited 8/15/19
No response from CR/VRV Support today.

I still encounter this error frequently. What is the status of providing support and IP addresses / dns names?
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Posted 8/16/19 , edited 8/16/19
No response from CR/VRV Support today.

I still encounter this error frequently, as of this day. What is the status of providing support and IP addresses / dns names?
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Posted 8/19/19 , edited 8/19/19
I received a message of escalation, but no help yet. The text is similar to what Yuto told me, which is similar to what Reo told me.


Asia (Crunchyroll)

Aug 18, 1:50 PM PDT

Hi there,

Thank you for writing, I do apologize for the delayed reply.

It looks like I will need to escalate this to a Crunchyroll Technical Specialist.

We would like you to know, that once your ticket has been escalated that it is in the proper hands for resolution and we appreciate your patience. We will reach out to you as quickly as possible.

Best wishes,

Asia,
Customer service



Yuto (Crunchyroll)

Jul 17, 4:08 PM PDT

Hi there,

I sincerely apologize for the long delay in response. The ticket was escalated to me.

Please email [email protected] regarding this inquiry.

In the meantime, I have added to the account 14 days of Premium.

Yuto
Customer Service Agent



Reo (Crunchyroll)

Jul 11, 10:25 AM PDT

It looks like I will need to escalate this to a Crunchyroll specialist.

We would like you to know, that once your ticket has been escalated that it is in the proper hands for resolution and we appreciate your patience. We will reach out to you as quickly as possible.

Reo
Customer Service Agent
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Posted 8/20/19 , edited 8/20/19
Got a response today. tldr wait for an update. A mod should sticky this until the bug is addressed so other users don't need to wade through customer support for months.


Ixioph (Crunchyroll)

Aug 20, 1:55 PM PDT

Hi there,

Thanks for reaching out and I'm sorry to hear that you've run into this. This is actually a known issue affecting a number of our users of Fire devices. We sincerely apologize for any inconvenience.

Our developers have informed us that this issue should be resolved just as soon as our next update is approved by our partners. Unfortunately, we have no workaround for the issue at this time. Thank you for your continued patience.

Please let us know if there is anything more that we can do at this time.

Kind regards,
Ixioph
Customer Service Technical Lead
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Posted 8/20/19 , edited 8/20/19
Good news!


Ixioph (Crunchyroll)

Aug 20, 3:26 PM PDT

Hey,

Thanks for getting back to me so soon. I was a little confused by your request, so I forwarded it to our operations and infrastructure engineers, and here was their response:

ip addresses and dns names are public, so not exactly sure what's being asked [ ... it's] vrv.co or crunchyroll.com

[have the customer ping crunchyroll.com] from his home computer and see if he gets a reply. if he doesn't, it might be his network or something in between. if he gets a reply, it means he can at least reach the site.

That said, the updates to Android TV and Fire devices has finally been approved and should be live in a day or two. These updates are expected to alleviate the "no internet connection" error present in these devices.

Please let us know if you have any additional questions.

Best,
Ixioph
Customer Service Technical Lead
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Posted 8/20/19 , edited 8/21/19
I'm still trying to figure out how to contact them for customer support. Every time I try, it redirects me to the forums, which doesn't help. I'm trying to figure out what I'm paying for, because customer service is apparently not part of it.
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Posted 8/21/19 , edited 8/21/19
Hi RIPxDARKNESS,

You can go to,

https://www.crunchyroll.com/help?topic=contact
https://help.vrv.co/hc/en-us/requests/new

The key is to be persistent, and respectful as you can, in communication over emails, forums posts. social media, etc. I'm posting here almost every day even if it's just my own status.
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Posted 8/21/19 , edited 8/21/19
thanks
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Posted 8/22/19 , edited 8/22/19
No new release from CR has been pushed to FireTVs to my knowledge. This issue still happens for me.
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Posted 8/23/19 , edited 8/23/19
No new release from CR/VRV has been pushed to FireTVs to my knowledge. This issue still happens for me on the VRV app.
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