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

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  • Message 51. Posted by matt (U8621220) on Thursday, 27th January 2011permalink

    Undernath every post on this messageboard is a "Complain" button.

    If there's something wrong with a post that needs to be dealt with, you click it, and a moderator will then come and look at it and sort the issues where necessary.

    Why can't we have one of those under every programme on iPlayer.

    complain

    This is a reply to this message.

  • Message 52. Posted by cometcycle (U14555524) on Friday, 28th January 2011permalink

    Thanks to Jon for getting to the bottom of this issue. I can finally play with my Christmas present now. smiley - smiley

    In case anyone is still having problems it may be worth trying to change the connection preference on the device. I had to change mine from MSC to MTP before it would play.

    complain

    This is a reply to this message.

  • Message 53. Posted by Phil (U13764321) on Saturday, 29th January 2011permalink

    Looks like there's problems again syncing to devices this weekend. On Thursday a programme called Great British Railway Journeys was available to download to device and was working, I tried to download yesterday (Friday) and it didn't work got the same old message.

    There's a few programmes that can't be downloaded at all either to watch on the desktop or download to device.

    complain

    This is a reply to this message.

  • Message 54. Posted by Jon Billings - BBC (U14029331) on Monday, 31st January 2011permalink

    Hi Phil. I'll investigate. is the episode concerned 'Hythe to Hastings'?

    This is a reply to this message.

  • Message 55. Posted by Phil (U13764321) on Monday, 31st January 2011permalink

    Yes but i've seen it, I watched when it was aired last Friday at 6.30pm.

    Other programmers are just greyed out such as Hustle Episode 4 and Saints & Scroungers. Last night edition of Top Gear is also greyed out.

    complain

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  • Message 56. Posted by matt (U8621220) on Monday, 31st January 2011permalink

    Hi Jon,
    Since before the weekend there seem to be problems with download buttons on iPlayer.

    They are all inactive (greyed out) on the playback pages (anything since about friday evening) but hovering over the search results for a programme shows the option so they are there but not properly displaying.

    No indication of the team are trying to fix this though.

    Please can you pass this on to them?

    complain

    This is a reply to this message.

  • Message 57. Posted by Phil (U13764321) on Monday, 31st January 2011permalink

    Hustle from last Friday is now working. Just want last night's Top Gear to become available.

    complain

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  • Message 58. Posted by matt (U8621220) on Monday, 31st January 2011permalink

    At least the BBC is doing something about it.

    No indication that they knew there was a problem or that they were working on it though.

    complain

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  • Message 59. Posted by Phil (U13764321) on Monday, 31st January 2011permalink

    Top Gear is now downloadable. Looks like whatever the programme was it's now fixed.

    complain

    This is a reply to this message.

  • Message 60. Posted by watervole (U14490581) on Tuesday, 1st February 2011permalink

    Just tried downloading two programmes - Episodes and Horizon. Both were broadcast last night so hoped they would be ok but the same old DRM licence issue. However Jon Billings did say from tomorrow all progs should be ok so hopefully they are the last progs I have problems with.

    complain

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  • Message 61. Posted by Phil (U13764321) on Tuesday, 1st February 2011permalink

    There's a few programmes that will still slip the net. There's more working that isn't so it's a good sign.

    BTW I am loving my Philips GoGear Opus.

    complain

    This is a reply to this message.

  • Message 62. Posted by Jon Billings - BBC (U14029331) on Wednesday, 2nd February 2011permalink

    Hi - yes, there will definitely still be a few portable device downloads that slip through the net: I think it will be several weeks before ALL content works.
    There was a separate problem with the production systems for all download content over the weekend - that's what lead to downloads being greyed out.

    On the 'great british rail journeys' question: I can only see in our records one encoding, which was made before we rolled out the fix for portable devices, so it looks correct to me. but it is quite hard sometimes to trace all the data, and I could be wrong - so please do keep commenting when you see things wrong.

    This is a reply to this message.

  • Message 63. Posted by watervole (U14490581) on Thursday, 10th February 2011permalink

    Hi

    Yesterday I downloaded two episodes of one man and his campervan and eastenders from tues eve and none of them - ie same old no drm licence available. I appreciate that there might be the occasional one that falls through the net but 3 out of 3. Whats going on? Getting quite fed up again!

    complain

    This is a reply to this message.

  • Message 64. Posted by watervole (U14490581) on Thursday, 10th February 2011permalink

    Just tried downloading Live at the Apollo and that didnt work either - same old no DRM licence available. Whats happening?

    complain

    This is a reply to this message.

  • Message 65. Posted by matt (U8621220) on Thursday, 10th February 2011permalink

    Hi watervole,
    Try the One Show from yesterday www.bbc.co.uk/iplaye... because we know that that won't have been encoded before yesterday evening so should be issue free if the fix is still working.

    complain

    This is a reply to this message.

  • Message 66. Posted by watervole (U14490581) on Thursday, 10th February 2011permalink

    Oh I'm getting soooooooooooo fed up! I tried clicking on the download option for portable devices and it said the licence could not be retrieved. I have tried a few days of the One show. I thought technology was supposed to help - ooh I'm in a bad mood!!!!

    complain

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  • Message 67. Posted by watervole (U14490581) on Friday, 11th February 2011permalink

    So I thought after a good nights sleep the iplayer might work in the morning, but no! Just tried downloading the Oneshow from Tues and Not going out from last night and although I could download it to my computer (via the for portable devices) when I put it on my MP4 player both say 'no DRM licence available'. Please help Jon Billings!

    complain

    This is a reply to this message.

  • Message 68. Posted by watervole (U14490581) on Monday, 14th February 2011permalink

    So I've tried downloading a few other programmes today and again same old no DRM licence. What is happening?

    complain

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  • Message 69. Posted by Phil (U13764321) on Wednesday, 16th February 2011permalink

    I've just downloaded Charlie Brookers How TV Ruined Your LIfe from last night onto my Opus and it plays fine.

    complain

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  • Message 70. Posted by BigM59 (U14707476) on Wednesday, 16th February 2011permalink

    I have an Archos 605 wifi - have been downloading from iplayer for ages. However in the last couple of weeks nothing works.

    Programs download to the PC and play fine in Windows Media Player. Transfer to the Archos and they wont play as the licence is not there.

    Help

    complain

    This is a reply to this message.

  • Message 71. Posted by watervole (U14490581) on Wednesday, 16th February 2011permalink

    Now I feel thoroughly fed up - just tried downloading Charlie Brooker and same old no DRM licence available. Whats gone wrong? How come it works on yours Phil? Last week I had a computer update (not very techy but the computer updates itself) and it was about then this has happened - but at same time there were lots of people on here saying they were having problems. Jon Billings I'd appreciate your thoughts on this please. thanks

    complain

    This is a reply to this message.

  • Message 72. Posted by BigM59 (U14707476) on Thursday, 17th February 2011permalink

    Here is the odd thing. I can open the file from my Archos and view it on my laptop - but not directly on the Archos

    complain

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  • Message 73. Posted by watervole (U14490581) on Thursday, 17th February 2011permalink

    yes I can download and watch programmes on my laptop but not on my MP3. Do you think the BBC are reading the boards as there has been no reply?

    complain

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  • Message 74. Posted by watervole (U14490581) on Wednesday, 23rd February 2011permalink

    So I still cant download any programmes. Why are the BBC remaining silent on the issue and not replying?

    complain

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  • Message 75. Posted by Ursula Vasey (U13790935) on Wednesday, 23rd February 2011permalink

    Hello, I'm Phil's partner, and we have discovered that if the programmes are downloaded using IE8 then they can be copied to devices and will play fine. He still has his Philips Opus player and I have a Samsung YP-Q1. If we use another browser, in particular Google Chrome, and sideldoad to the media players, then the programmes won't copy as they ask for the DRM licence - i.e. the usual DRM error, with which we are all so familiar. So try using IE8 to get your downloads, and see if it makes a difference.

    complain

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  • Message 76. Posted by Ursula Vasey (U13790935) on Wednesday, 23rd February 2011permalink

    To add to the last message I wrote: if we do download via Google Chrome, we have to play a few moments of the programme on the computer before copying it to the media players, to allow the programme to obtain the DRMs. Of course doing this means that the programmes can only be watched for 7 days rather than the 30, as the rules allow for 7 days viewing after first playing them.

    complain

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  • Message 77. Posted by Phil (U13764321) on Wednesday, 23rd February 2011permalink

    I don't actually think it's a BBC iPlayer issue. The reason I think this is, is because I've just transferred 3 programmes onto my Philips Opus tonight, they are:

    Top Gear from Sunday

    Panorama from Monday

    The Toughest Place In The World To Be a Paramedic. from Monday

    All transferred fine and all played on the Opus.

    Which would suggest it's a problem with a Windows update.

    You could try a system restore to take it back to before the update was installed, then see if it works.

    Then accept the update to see which update is causing the problem. Then maybe file a report to BBC iPlayer.

    complain

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  • Message 78. Posted by watervole (U14490581) on Thursday, 24th February 2011permalink

    Thankyou both very much for your help. I'm not technological so I dont know what version of IE I have and if its not IE8 how I could upgrade to it. As for uninstalling the updates I dont know how to do that however I do have a friend who knows lots about computers so I will ask her. I take it I would uninstall the Windows updates from the last month and then install each one individually and then between each install try the iplayer (this is if the IE8 doesn't solve it.

    Thanks again

    complain

    This is a reply to this message.

  • Message 79. Posted by Jon Billings - BBC (U14029331) on Thursday, 24th February 2011permalink

    Hi everyone - sorry I haven't been keeping up with this topic.

    If I understand correctly, the problem is that you can download and play the programme on your PC, but when you've copied it to the portable device, it doesn't play.
    Given that I think our encoding & DRM system is basically working (from some other comments here, and my own quick test downloading 'Madagascar - land of heat and dust', which worked fine), I can think of two possible reasons for this: -
    1) the device was NOT in 'MTP' mode when the content was copied from the PC - this would indeed result in the DRM license not being transferred.
    2) you accidentally downloaded the 'for windows media player' file rather than the 'for portable devices' file. I'd expect this to give a different error message, but I guess its a possibility.

    I think the first of those two is much more likely, and I'll have to explain a little technical detail here. There are a variety of different protocols that USB devices can connect with - the relevant ones for this problem are:
    a) 'Mass Storage Class' (or MSC) is the normal protocol used for USB memory sticks, USB hard drives and is an option for these MP3/MP4 players.
    b) 'Media Transfer Protocol' (or MTP) is a more intelligent way for the device to interact with your windows PC, whereby the device explains to Windows what formats it supports, and whether it supports DRM. In response, Windows will check if the files use DRM, and if they DO, then Windows will derive a DRM license for the device and automatically send it with the Media file.

    the upshot of this is that if you have your device in 'MSC' mode, then the file copy to the device will appear to work file, but the DRM license will not be sent with it.

    As an example of the selection of this connection mode on a device, on the Philips Opus I have, from the main menu I can select:
    settings->PC connection preference
    and there I have the options for MSC or MTP
    If I select MSC, then when I copy the content to the device and try to play it, I'll get an error.


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  • Message 80. Posted by watervole (U14490581) on Thursday, 24th February 2011permalink

    Jon

    So now I am really confused! Until about 2-3 weeks ago (when I started having problems again) I was able to transfer programmes in the MSC mode and watch them fine. When I transfer and watch programmes using the MTP mode the problem I have is that about every 3 mins the programme picture freezes and I have to come out of the programme and go back into it to carry on watching it. The sound is not interrupted. I tried downloading To kill a Mockingbird - it wont play because of DRM Licence if I transfer it using MSC and it will play if I use MTP mode but the picture freezes so i can only listen to it or have to keep stopping it and coming out of the programme and then going back into only a few mins later it happens again.

    I always download 'for portable devices'. Expect the issue is driving you round the bend as much as me!

    Things started going wrong when there was a general problem 2-3 weeks ago when there were lots of iplayer problems.

    Can you solve the mystery? Thanks

    complain

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  • Message 81. Posted by Phil (U13764321) on Thursday, 24th February 2011permalink

    I've never got it to work on MSC, I use MTP and it works fine for me.

    To do a system restore go to Start> Control panel>System Sercurity>Action Center> System Restore

    Follow the instructions and you should be ok. These instructions are for W7, You you're using XP it will differ slightly.

    complain

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  • Message 82. Posted by watervole (U14490581) on Thursday, 24th February 2011permalink

    Hi Phil

    What is a system restore and why would I need to do a system restore?

    Thanks

    complain

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  • Message 83. Posted by Phil (U13764321) on Thursday, 24th February 2011permalink

    A system restore takes Windows back to a time where the computer was stable and before the offending update was installed allowing you to transfer programmes and play on your Ariaz.

    It may work, it may not, but it's worth a try.

    complain

    This is a reply to this message.

  • Message 84. Posted by Jon Billings - BBC (U14029331) on Sunday, 27th February 2011permalink

    System restore is an option when the video won't play on the PC or perhaps won't transfer correctly - however Watervole's problem sounds like a different issue.

    I think it can't ever have worked in MSC mode (although it could appear to, if you re-transferred a video that had previously been transferred by MTP - since the DRM license is kept on the device, even if you delete the video).

    What you describe (playing for a few minutes, then freezing) is post-DRM (i.e. the device has found the license and is decrypting), and is a problem decoding the video on the device.

    If it worked correctly previously then either things on the device have changed to cause this, OR its our video encoding profile.
    I'm pretty sure our video profile hasn't changed in the last couple of weeks, and I think there'd be more reports of this problem if it had.
    So, I'm thinking its the device, and performance related. This could be something like fragmentation of the drive (meaning the video is stored in many little chunks all over the devices drive, and it has to do more work when playing back to find and retrieve then chunks in order when playing back) OR there could be user selectable options on the device that increase theCPU load.

    Probably the easiest way to get both of those back to the original state would be to do a factory reset - which will wipe the disk and return it to as new state. (how to do this is described in the Philips documentation).

    If you do decide to give this a go, then of course remember to back up anything on the device you want to keep.
    I should also warn you that a factory reset will also completely reset the DRM, which means that the device will be treated as a new device by iPlayer and other DRM services. This isn't a problem for iPlayer , but let me know if you DO have DRM protected content from other sources, and I can try to explain what the issues would be.

    Jon

    This is a reply to this message.

  • Message 85. Posted by cometcycle (U14555524) on Monday, 28th February 2011permalink

    Having exactly the same problems as in January. Unable to transfer to device in MTP mode and DRM expired message on device if MSC used.
    This is even happening on A History of Ancient Britain which worked for me last Thursday (24/2)

    complain

    This is a reply to this message.

  • Message 86. Posted by watervole (U14490581) on Tuesday, 1st March 2011permalink

    Ok so I am again very confused! I was transferring and successfully watching programmes using the MSC mode for quite a few weeks and watching entire programmes on my MP4 player without having watched them first on my computer or having transferred them via the MTP mode. I have never been able to watch a programme using MTP mode because it freezes every few minutes - it has never not frozen as far am I am aware.

    As I'm not v techy I'll need to spend some time reading and doing the factory reset probably tomorrow now. But as soon as I have done it I will try downloading a few programmes and watching them and I'll update you on here.

    I dont really have anything else on my player other than music from my cds which I have on my laptop so dont think the licence thing will be a problem.

    I'll update you tomorrow. thanks for your reply and trying to help

    complain

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  • Message 87. Posted by Phil (U13764321) on Tuesday, 1st March 2011permalink

    Which browser are using?

    complain

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  • Message 88. Posted by Phil (U13764321) on Tuesday, 1st March 2011permalink

    What browser are you using?

    complain

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  • Message 89. Posted by watervole (U14490581) on Wednesday, 2nd March 2011permalink

    Internet Explorer. Dont know what version and not sure how to look up what version I'm using. Havent done the reset yet as just got home form work.

    complain

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  • Message 90. Posted by Phil (U13764321) on Wednesday, 2nd March 2011permalink

    If you go into internet explorer, if your menu bar is displayed. . On the menu bar there's a help bar on the menu, click on it and select about that will tell you what version of Internet Explorer you are running.

    complain

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  • Message 91. Posted by watervole (U14490581) on Thursday, 3rd March 2011permalink

    I have Internet Explorer version 8

    complain

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  • Message 92. Posted by watervole (U14490581) on Thursday, 3rd March 2011permalink

    Yeah! yeah! yeah! its working!

    Managed to watch Lead Balloon and Eastenders without any freezing using MTP. Hopefully thats the end of my MP3 player problems! I downloaded the Philips Software and updated the MP3 player and it works!

    Yeah!

    complain

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  • Message 93. Posted by Jon Billings - BBC (U14029331) on Monday, 7th March 2011permalink

    This is a reply to this message.

  • Message 94. Posted by Jon Billings - BBC (U14029331) on Monday, 7th March 2011permalink

    I'm really glad to hear it's working now.
    what made it work in the end?

    This is a reply to this message.

  • Message 95. Posted by watervole (U14490581) on Monday, 7th March 2011permalink

    I reset the MP4 player by using the rest button on it. I then updated the software by going to the Philips website and downloaded their songbird software which included updates. One of these or combination worked! Strange though that it worked for about 3 weeks fine after you did the recoding and then it didnt work for 3 weeks and the reset and update seemed to get it working again. Strange.

    Thanks for helping me sort if out

    complain

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  • Message 96. Posted by Ursula Vasey (U13790935) on Monday, 7th March 2011permalink

    It could be that the update you ran on the media player helped to download the relevant settings to allow the media player to read the Iplayer files correctly, including updating the version of the DRM so that they work in sync with each other.

    Whatever combination did it, it works, and that's what matters. Glad you are all sorted out Watervole.

    complain

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  • Message 97. Posted by watervole (U14490581) on Wednesday, 9th March 2011permalink

    Thanks for all your advice everyone. For those of us with average techy skills these boards are great because there are people out there who know more and are able to help. I could never have sorted it out myself so thanks.

    Watervole :-}

    complain

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  • Message 98. Posted by matt (U8621220) on Wednesday, 9th March 2011permalink

    Hi watervole,
    Sometime later this year the BBC will be closing these boards.

    Hopefully the community will continue though www.bbc.co.uk/dna/mb...

    complain

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  • Message 99. Posted by watervole (U14490581) on Thursday, 10th March 2011permalink

    Thanks for that - I'll bookmark it ready to go. It's great to have support from others.

    complain

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