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Can't download to portable device - iplayer freezes on 'please wait while we acquire information for your download'

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  • Message 1. Posted by watervole (U14490581) on Wednesday, 25th May 2011permalink

    Since I updated the new iplayer last week, when I click on download to portable device for my MP4 player it just freezes on 'please wait while we acquire information for your download' and the little circle swirls around. This started earlier this week and I havent been able to download anything to portable device so is it to do with new iplayer update? No probs previously with this or downloading to desktop. Any solutions?

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  • Message 2. Posted by Guv-nor (U7476305) on Wednesday, 25th May 2011permalink

    There is no logical reason why the problem you now have with portable downloads is connected to the update of iPlayer desktop, so I suspect coincidence,

    Portable downloads are working (or the episode of Shaun the Sheep that I tried) so it is probably your end.

    Thought - do the full size Windows Media Player versions work for you? Try www.bbc.co.uk/iplaye... since it is short and not too big a drain on any bandwidth cap you may have.

    Also is it just one programme or many which are problematic, I know you say "anything" but humour me, if only one you may have a corrupt partial download blocking things up. If many there may be a fault with DRM see this for some ideas iplayerhelp.external...

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  • Message 3. Posted by watervole (U14490581) on Thursday, 26th May 2011permalink

    Thanks for reply. I tried Shaun the Sheep for portable devices and windows media player but same thing happened. I had tried it on 5 other programmes (so not quite everything!) and none of those worked. I will have a look at the link later but have to go to work now. Incidentally the first time it happened was when I was downloading in the background to desktop - I had pressed series record for the first time since the update and didnt realise it was downloading in the background 4 programmes. It was as though the system got glogged up with too many downloads and is now stuck (I realise thats not very technical!). Will let you know how I get on later.

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  • Message 4. Posted by watervole (U14490581) on Sunday, 29th May 2011permalink

    Its still not working and the same happens if I try to download to Windows Player. I have gone through all the bits of advice in the link but still it isnt working. Any other ideas?
    Thanks

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  • Message 5. Posted by Ursula Vasey (U13790935) on Sunday, 29th May 2011permalink

    I have a theory with regard to this problem. What browser are you using for sideloading? The reason I ask is that I download for portable devices, and if I use any other browsers than IE, either the programme doesn't download at all, or it downloads to the computer but will not sideload to the device. I am not a fan of IE, as I find it slow and clunky, but I am constrained into using it just for Iplayer.

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  • Message 6. Posted by matt (U8621220) on Sunday, 29th May 2011permalink

    I think you need to play the first few seconds of the download on the PC first before sideloading if you download with a browser other than IE.

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  • Message 7. Posted by watervole (U14490581) on Sunday, 29th May 2011permalink

    I use IE8. I tried IE9 but didn't like it so uninstalled it and put IE8 back on.

    It all started when I was downloading a programme in the background to the BBC desktop and I tried downloading 'for portable devices' at the same time. Ever since then it just gets stuck at the same stage. Really not sure where to go from here?

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  • Message 8. Posted by matt (U8621220) on Sunday, 29th May 2011permalink

    Hi watervole,
    Have you cleared your cache?

    Was the DRM reset successful itself even though it didn't solve the problem?

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  • Message 9. Posted by watervole (U14490581) on Sunday, 29th May 2011permalink

    Not sure how to clear the cache?

    I didnt try a DRM reset - do you think that would help? if so I know there is a link somewhere on how to do the reset do you know where the link is?

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  • Message 10. Posted by matt (U8621220) on Sunday, 29th May 2011permalink

    It's worth trying a DRM reset in case it's been corrupted or something.

    This will delete any licenses for Windows Media or Portable Devices downloads that haven't yet expired though.

    Windows XP: iplayerhelp.external...
    Windows Vista or 7: iplayerhelp.external...

    This should help you clear the browser cache.
    iplayerhelp.external...

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  • Message 11. Posted by matt (U8621220) on Sunday, 29th May 2011permalink

    The DRM reset link for XP should have been iplayerhelp.external...

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  • Message 12. Posted by watervole (U14490581) on Sunday, 29th May 2011permalink

    Thanks Matt.

    Before I tried your suggestion I changed the settings on the BBC Idesktop so that it doesn't start automatically and only open when I want it to. Strangely by shutting the desktop I can now download to portable devices and the old usual message appears and I am able to download and put it on to MP4 player and it plays fine. There must be something about the new deskstop that was affecting the downloading of programmes to windows media or portable devices. I often had the old deskstop (pre-series record) on in the background and there were no problems.

    Anyway all sorted! Thanks again and guess I'll see you and others on your notice board!

    As an aside I notice today the desktop has deleted several of the programmes I saved to it which I know had definately not expired. Oh well

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  • Message 13. Posted by matt (U8621220) on Sunday, 29th May 2011permalink

    Glad you got it working again smiley - smiley

    See you on the other forum!

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