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MP4 player (Philips Ariaz) won't play programmes because of no DRM licence available

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  • Message 1. Posted by watervole (U14490581) on Thursday, 30th December 2010 permalink

    I am new to portable devices and have tried downloading a few BBC programmes to it - its a MP4 Philips Ariaz.. I downloaded the programmes using the 'for portable devices' and I am able to get it on the MP4 player via Windows Explorer but when I click on the programme to watch it it says 'DRM licence not available'. I tried using Windows Media Player (which I had to upgrade) but it wont sync - an error occurs. When you click on properties of the file it says you do not have to rights to play this file. I am able to watch it on the iplayer and windows media player so I dont understand the problem. I looked on a few message boards and the help pages and saw there was info about resetting your DRM rights iplayerhelp.external...
    However when I go to task manager there is no such thing as kservice.exe and khost.exe (I have windows 7) So I am basically stuck! Can anyone help?

    And I thought new technology was supposed to make things easier!

    complain

  • Message 2. Posted by matt (U8621220) on Thursday, 30th December 2010 permalink

    Hi watervole,
    Ignore step one in that FAQ. KService and KHost are related to an old iPlayer download facility that has now been replaced by iPlayer Desktop.

    However if you can get the download to play on your PC, Your computers DRM system would seem to be working ok and not need resetting anyway.

    It doesn't looks like the Philips Ariaz is properly supported by iPlayer at the moment which could be part of the problem iplayerhelp.external...

    Also other users have been reporting issues sideloading the portable devices download when it used to work fine for them so there might be other issues with this as well.

    complain

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  • Message 3. Posted by watervole (U14490581) on Friday, 31st December 2010 permalink

    Thanks for the reply Matt. The full name is Philips Gogear Ariaz which is listed on the link you put in, and in the packaging I actually had seperate instructions about the BBC iplayer - which obviously isnt working! Really not sure what to do next. Philips are convinced its the BBC and they have kindly emailed me to see if there is any progress - wish the BBC was as helpful! I guess it might be a sit and wait game whilst the BBC sort out their sideloading issues unless you or others have any ideas on what to try?
    Thanks again

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  • Message 4. Posted by cometcycle (U14555524) on Friday, 31st December 2010 permalink

    I have exactly the same problem on my Philips GoGear Opus. Plays in WMP on XP but error when try to sync to the Opus and if I move via explorer get DRM licence has expired.

    Got this device specifically because listed as supports iPlayer on the BBC site. Needless to say not happy with current situation.

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  • Message 5. Posted by mandic (U14737305) on Sunday, 2nd January 2011 permalink

    I'm having he eact same p[roblem with phillips gogear. Alsdo says compatable with iPlayer but when I try to download to a portable device it says no licence - DRM also a big problem - very fustrating!

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  • Message 6. Posted by watervole (U14490581) on Sunday, 2nd January 2011 permalink

    I also chose this player because I wanted to watch iplayer programmes so I'm disappointed. Is there anyway we can contact the BBC iplayer staff and ask whats going on - I cant find a phone number and as yet there is no reply to my email? It may also be worth contacting Philips and letting them know there is a problem. I have called Philips myself but if more people contact them they might be able to contact the BBC given their product is being advertised as compatible with BBC iplayer and it doesnt seem to be. Very annoying!

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  • Message 7. Posted by mwkwjj01 (U14739134) on Monday, 3rd January 2011 permalink

    I bought my son a Gogear Ariaz for his birthday last week, specifically for him to use with iPlayer and initially had exactly the same problem with the DRM licence message - we eventually solved it by changing the PC connection preference (in the settings menu) from MSC to MTP.

    However this hurdle overcome we then found that the video picture freezes during playback whilst the sound continues! This always happens at the same places in the iPlayer programme . I spoke to Philips who could only suggest that the player was faulty. Having now got a replacement Ariaz (this time MTP was already set correctly) we have found exactly the same freezing problem in the first programme we downloaded.

    I intend to ring Philips again but I'm not terribly hopeful based on previous my conversations. I've tried downloading the full Windows Media player version of the file and using a different computer for the download in case was a problem with our PC - all to no avail.

    If anybody has any suggestions on this aspect of iPlayer/Ariaz compatabilty I (and my son!) would be very grateful indeed.

    Many thanks

    complain

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  • Message 8. Posted by Phil (U13764321) on Friday, 7th January 2011 permalink

    I just today took delivery of a Philips Gogear Opus 8gb especially for watching BBC iPlayer. I am not a happy bunny. Why have the BBC taken away support for the Opus/Ariaz?

    Am I going to get half my licence fee back?

    complain

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  • Message 9. Posted by legend (U14745079) on Friday, 7th January 2011 permalink

    Hi all,

    Just been trying to download bbc iplayer to my new phillips gogearariaz mp4 player and thought that I was being a total thicko, as im not very technically minded. Glad that I have come across this message board and that it is not me, although really annoyed that I paid 100 for a decent mp4 player only for it not to be able to download really annoyed, hope this problem gets resolved soon. Please keep all your updates on here if anyone gets any more advice, thanks.

    complain

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  • Message 10. Posted by Phil (U13764321) on Saturday, 8th January 2011 permalink

    Is this a temporary problem or a permanent problem?

    Any further word from the BBC on this?

    complain

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  • Message 11. Posted by watervole (U14490581) on Saturday, 8th January 2011 permalink

    I have had an email from the BBC saying I should try resetting my DRM licence (link in my 1st post). It looks v technical and currently recovering from flu so brain not ready to tackle it yet! Sometime next week I will try to reset and post here how it goes - but not convinced thats the solution when I read other posts about it. It took about a week for the BBC to get back (over xmas) but nowI have ref no etc so will contact them again if it doesn't work.

    complain

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  • Message 12. Posted by Phil (U13764321) on Saturday, 8th January 2011 permalink

    It looks like the BBC are giving out duff infomation. The link they sent you refers to an older veersion of BBC iPlayer, I've not tried it myself but, my partner has and she said some of the files are none existant.

    complain

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  • Message 13. Posted by matt (U8621220) on Saturday, 8th January 2011 permalink

    Hi Phil,
    The FAQ needs updating but apart from step 1, the rest is current.

    complain

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  • Message 14. Posted by Phil (U13764321) on Saturday, 8th January 2011 permalink

    I have had a go but obviously couldn't do step one. But tried other steps and got to the DRM changed the from hidden to view files but the DRM folder was empty already, as if there was nothing ever in there.

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  • Message 15. Posted by Phil (U13764321) on Saturday, 8th January 2011 permalink

    This is the message I get when I either drag and drop the programme download or try to convert the WMV files.

    Message: "Non Supported Format Detected Use The Philips Media Converter to convert file to the device".

    When I try to do this I get "unsuccesful Copy Protected File".

    complain

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  • Message 16. Posted by matt (U8621220) on Saturday, 8th January 2011 permalink

    Hi Phil,
    Does the file play back ok on your computer?

    If it plays back ok then your DRM is fine and doesn't need resetting.

    When sideloading, you cannot convert the file. The Device has to accept the file as it is (a .wmv file).

    The protection on the download won't allow it to be converted into any other format.

    complain

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  • Message 17. Posted by Phil (U13764321) on Saturday, 8th January 2011 permalink

    Yes the file play on the pc fine, But won't play on my Philips Gogear Opus device.

    complain

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  • Message 18. Posted by Phil (U13764321) on Sunday, 9th January 2011 permalink

    Any idea when this will be sorted? I do have another pmp and I have an iPhone so I could watch it over wifi.

    complain

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  • Message 19. Posted by Phil (U13764321) on Monday, 10th January 2011 permalink

    I've contacted Philips who were not aware of this problem. Philips are going to speak to the BBC iPlayer team to try and come up with a solution.

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  • Message 20. Posted by watervole (U14490581) on Monday, 10th January 2011 permalink

    Thanks Phil for contacting Philips. I spoke to them last week but they said it was a BBC licencing issue so said to contact the BBC. Maybe I'll try calling Philips again tomorrow - I guess the more who phone and let them know there is a problem the more inclined they might be to take it seriously and sort it out.

    I followed the advice from the BBC iplayer team who emailed me about resetting the DRM - which I did and it made absolutely no difference!

    So annoying!

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