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iplayer download problem - nothing happens

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  • Message 21. Posted by jikan (U13931069) on Tuesday, 5th January 2010permalink

    I forwarded the log files as John suggested a couple of days back but I haven't heard from them yet.

    I don't know if anyone is experiencing additional problems to the one outlined but I can't even open the BBC iPlayer Desktop while connected to the Internet. Whenever I open the application online, I receive the message "BBC iPlayer Desktop.exe has stopped working".

    Oddly, if I disconnect from the Internet and open the application, it doesn't crash but I am unable to watch most downloaded content as it is "temporarily unavailable". This seems to have cropped up after I went through the uninstallation and reinstallation process.

    Unfortunately these downloads are no longer available from the BBC iPlayer web site so I can't just delete the file and attempt another download - which would be difficult as I experience an 'APPCRASH' whenever I attempt this anyway. It appears that the backlog of my BBC Christmas viewing will now sadly go unwatched - unless the programmes are repeated at a later date.

    Before this particular problem I had to endure the process of being asked to install BBC iPlayer Desktop and Adobe AIR - even though they were already installed - every time I wanted to download a programme.

    My Operating System is Vista 32-bit and I usually use Internet Explorer (but also use Firefox when required).

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  • Message 22. Posted by Barry (U14280266) on Tuesday, 5th January 2010permalink

    Hi John,
    Thanks for the links to the batch files. It seems there was an error caused by UAC in Win7 that was preventing it accessing the temp folder even with elevated privileges. I've turned off UAC and reinstalled but still the same issue but this time I don't get the error in the install log. I've googled the error and it seems other people that use AIR apps on 64-bit machines are having problems so it seems like it might be a problem with 64-bit Air.

    Here's a link to another discussion for another Air product with the same problem:

    groups.google.com/gr...

    I shall start hunting around on the Air forums and will post back if I find anythign of use.

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  • Message 23. Posted by John99 (U13871221) on Tuesday, 5th January 2010permalink

    Your link mentions an error 2032, I note there is also a bbc faq on this iplayerhelp.external...

    Of course your research may update the bbc faq. The BBC faq does not mention 64 bit machines specifically. The faq does however suggest the error could be due to blocked access to the Adobe server, (Something that may be mentioned in the thread of the link you quote, but I did only glance at that thread)

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  • Message 24. Posted by Sandy Loynd (U14284733) on Wednesday, 6th January 2010permalink

    Hi,

    While I was away on holiday something has happened to my internet where streaming off the terestrial TV sites (4OD, iplayer etc) has become impossible. Persistant buffering etc. However Eurosport works fine, as it would appear does youtube etc.

    I downloaded the desktop manager etc yesterday morning and then subsequently downloaded several programmes and watched them with no problem. I had one program left to watch tonight while I download the latest Still Game.

    Now, as with everyone else I get the spinning dots. I also get a wee pop-up window that says "Retrieving Download Information". This vanishes and then nothing happens. It doesnt queue on the download manager list or anything,

    I have since then turned off my firewall and tried to download again. This time the item appears in the queue but shows as download paused without any progress what so ever. It hasnt even managed to bring up the thumbnail image as that is still grey.

    iplayer knows that there is a problem there as if I click on download again, that wee popup comes up this time saying that the programme is already there and wont be downloaded again.

    The resume button/link goes underlined when I try to click on it but this make no difference either.

    Any ideas anyone? I dont to techy stuff and hate computers so laymans terms would be great...

    I have an HP laptop, XP Pro, running Chrome and the full AVG8.5. I have tried uninstalling etc and that has made no difference.

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  • Message 25. Posted by Sandy Loynd (U14284733) on Wednesday, 6th January 2010permalink

    Forgot to mention also that in the download manager, it says offline with a wee red circle.

    As I am watching the BBC news online as I type this, I find that difficult to believe...

    cheers, Sandy

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  • Message 26. Posted by matt (U8621220) on Wednesday, 6th January 2010permalink

    Hi,
    Please can you run the iPlayer diagnostics and post the results www.bbc.co.uk/iplaye...

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  • Message 27. Posted by Sandy Loynd (U14284733) on Wednesday, 6th January 2010permalink

    Download Speed: 1921
    Streaming Speed (1): 225
    Streaming Speed (2): 278
    Streaming Speed (3): 156

    I am out in the middle of nowhere so only have 2meg broad band with a contention ratio of 20:1 which I am told is better than average.

    These results are marginally better than yesterday as I got a green bar for radio this time. All the others were red, which confuses me, as I have been listening to the news channel straight off the BBC News page for ages now without a problem

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  • Message 28. Posted by EggOnAStilt (U7111730) on Wednesday, 6th January 2010permalink

    I am out in the middle of nowhere so only have 2meg broad band with a contention ratio of 20:1 which I am told is better than average.

    And finally the root of the problem smiley - smiley

    smiley - friedegg

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  • Message 29. Posted by Sandy Loynd (U14284733) on Wednesday, 6th January 2010permalink

    As I started by saying.

    It has never been a problem before Christmas. I can understand if BBC has done something that needs better speeds and am quite happy to download programmes.

    It was also downloading quite happily yesterday, but wont today.

    More interested in finding out why I cannot download programmes now....

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  • Message 30. Posted by matt (U8621220) on Wednesday, 6th January 2010permalink

    Your streaming speeds are very low. They are definitely too low to stream TV from iPlayer but Radio should be ok.

    The low speeds might be due to your ISP throttling your iPlayer speeds at peak times. Who is your ISP? You might want to run the test again late tonight or early tomorrow to see if there's an improvement.

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  • Message 31. Posted by Sandy Loynd (U14284733) on Wednesday, 6th January 2010permalink

    Internet & phones are supplied by a company called Du-Tel through an industry deal.

    Had similar problems at work today (exactly same package). They ran a line test there and said that all appeared fine.

    I just find it odd that it has started over the festive period, as I never had this problem in the past and it seems like an odd time to roll out an upgrade to iplayer.

    Main problem is that I cant download anything either. Not overly fussed about not being able to stream stuff. But I would like to be able to download a few programs to watch.

    Any ideas on the download problems that I and many others seem to be suffering?

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  • Message 32. Posted by Onslow The Cat (U13672446) on Wednesday, 6th January 2010permalink

    I would imagine that, given the weather at the moment , most ISPs are getting much more traffic than normal.... people staying in and watching iPlayer and looking for weather forecasts. That might explain why you have just recently experienced this problem....

    Do your ISP T&Cs allow traffic management during times of peak internet traffic?

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  • Message 33. Posted by Sandy Loynd (U14284733) on Wednesday, 6th January 2010permalink

    would need to check when I get into office tomorrow but I am alomst positive that it is not meant to be strangled or whatever.

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  • Message 34. Posted by John99 (U13871221) on Wednesday, 6th January 2010permalink

    Hi Sandy,
    Use the windows downloads, where available, as you have an XP OS. That allows files to be downloaded individually. Use 'other downloads' and use the windows option. You could even use the 'portable' option. (see iplayerhelp.external... ) Both those types of files are smaller than the iPlayer Desktop files that I think you are using at present, so they will be quicker to download. They play back using the Windows Media Player

    You may need to use IE or some other browser, I do not think Chrome has active-x or whatever, you probably will not even see the option 'other downloads' in Chrome.

    (Maybe nothing to stop you trying downloading multiple files at same time, my broadband gets throttled but downloads say four wmv files within the same time as it will download a single one.)

    John

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  • Message 35. Posted by Sandy Loynd (U14284733) on Thursday, 7th January 2010permalink

    Cheers John, I have an Archos as well so would be useful. You are correct that Chrome doesnt show the other download options.

    I have tried to download several programmes from varying genres from I player and it comes up with an error saying "Licence Delivery Error"

    I am still having absolutely no luck downloading anything off I player. The downloads never start. This must be a software issue surely. If I am able to stream the news from the BBC website, I must be able to at least download a program.

    Anyone got any ideas on why the downloads will not start?

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  • Message 36. Posted by John99 (U13871221) on Thursday, 7th January 2010permalink

    The Windows iPlayer downloads are probably slightly easier to use than Desktop, and more suitable to your low bandwidth. I imagine you already have Internet Explorer, installed on your WindowsXP computer, why not give that a try, whilst you are waiting to get the Desktop type working.

    "Licence Delivery Error"

    When do you get this message exactly, is it when trying to use Desktop or the Windows file.( It does sound like a possible Windows DRM related message.) It may be worth looking at the faq:
    "How do I reset my digital rights management (DRM) folder in Windows XP?" iplayerhelp.external...


    Are you able to stream BBC radio ok, and have you tried the Windows streams of the Radio on iPlayer see list : iplayerhelp.external... eg try this stream bbc.co.uk/radio/list... {R4 Windows]

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  • Message 37. Posted by Brian (U14280956) on Thursday, 7th January 2010permalink

    Download speed: 4934 kbps
    Streaming speed(1): 4698 kbps
    Streaming speed(2): 4893 kbps
    Streaming speed(3): 2210 kbps

    I have no problem with streaming content - apart from having graphics hardware without properly optimised drivers. This minor issue makes download and use of the desktop iPlayer far, far preferable. With it I can choose when to watch content, manage HD content, and plan to shut down most other applications on the PC and dedicate resources to viewing content.

    That is, when the thing works.

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  • Message 38. Posted by Brian (U14280956) on Thursday, 7th January 2010permalink

    Finally got the Desktop iPlayer working!

    I lost all stored content in the process, but it is fixable if rather time-consuming.

    First I installed all updates and recommended upgrades for Ubuntu 9.10. That takes me to running the Linux 2.6.31-17-generic kernel.
    Verified Firefox is version 3.5.6
    Verified installed Shockwave Flash is version 10.0 r42

    From the Applications->Accessories menu run "Adobe AIR Uninstaller"

    Reboot.

    Delete the following:
    ~/Videos/BBC iPlayer (directory)
    ~/.appdata/Adobe/AIR (directory)
    ~/.appdata/Adobe/cookie_file.txt (file)
    /opt/BBC iPlayer Desktop (directory)

    Reboot.

    Download Adobe AIR 1.5.3 Linux installer.
    Change permissions to permit execution.
    Run from the command line.

    Visit BBC iPlayer Desktop download/install page and install.
    Change settings to not launch on startup.

    Currently downloading The 39 Steps (HD).

    This is a fairly blunt way to fix it; what file(s) would I need to save to keep downloaded content and the DRM keys to access it after a complete reinstall?

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  • Message 39. Posted by Sandy Loynd (U14284733) on Friday, 8th January 2010permalink

    I get the Licence Delivery Error pretty much straight away.

    I click on the download tab, which gives me an option of Windows Media Player or Portable. When I click on this a popup window appears with the error message in it.

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  • Message 40. Posted by Barry (U14280266) on Saturday, 9th January 2010permalink

    Well done on sorting yours Brian. I just tried a Windows equivilent of what you did (I tried before but I didn't delete cookies or install from the command line so I thought I'd give it a go) but still no luck on the Windows system. I have noticed though that iPlayer is not creating the BBC iPlayer folder in My Video's and in the iPlayer log gives this error:

    [INFO] RepositoryManager Setting repository C:\Users\UserName\Documents\My Videos\BBC iPlayer\repository.
    1/9/2010 19:17:34.788

    [ERROR] RepositoryManager set repositoryPath () : could not create repository folder

    I tried setting folder permissions to everyone Full Control, I tried manually creating the BBC iPlayer folder in My Videos but still nothing. Then I noticed that the path was completely wrong!!! I took the tick box out for "Allow BBC iPlayer Desktop to manage where programmes are stored (recommended)" and changed it to c:\Users\UserName\Downloads\BBC iPlayer then created the folder and all works fine now!


    Summary for non-techy people to fix faulty download button on Windows 7 64-bit (and possibly other OS's)

    1) Run iPlayer Desktop
    2) Go to Settings in iPlayer Desktop
    3) remove the tick for "Allow BBC iPlayer Desktop to manage where programmes are stored (recommended)"
    4) Click Browse and select where you would like your programmes to be stored
    5) Click OK
    6) Click Save

    *Note: at this point iPlayer will attempt to transfer all your downloaded programmes to the new location even though you don't have any. Because it can't find the old location that doesn't exist iPlayer Desktop will lock up.

    7) Press ctrl+alt+del and select Start Task Manager"
    8) Click BBC iPlayer Desktop in the applications list of Task Manager
    9) Try downloading a programme and hopefully all will work as it should

    If this helps anyone please post back a note of thanks. I know it's silly but it makes me smile if I've helped someone and I'm guessing the BBC won't offer me anything for doing their tech support for them. smiley - tongueout

    Baz

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  • Message 41. Posted by Onslow The Cat (U13672446) on Saturday, 9th January 2010permalink

    Baz, thanks for sharing your info. I'm sure many will benefit from your comprehensive notes.

    Would like to add the (oft forgotten) point that you can't nominate a newtwork drive or external device as your iPlayer storage location. It has to be a folder on your computer hard disk. If not you will encounter a DRM error.

    smiley - blackcat

    PS BBC it's a pity that the mb is not searchable for topics as this problem and a new thread will re-surface when this particular one goes from the top of the TV list!

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