Bell Streamer error message 1009F-9D28

[Peter3]

We are trying to watch the news and are having what I would call buffering when we try to change channels.  We have unplugged the tv from the box and that has worked in the past, but not so this time.  Suggestions?  We will call if necessary...

[BellNick]

Hi there @SP2 
Thank you for your post and welcome to the Community.
Are you able to share all of the troubleshooting steps you've attempted?
We'd recommend running the WiFi check up tool through the Wifi application to check the connection between your Firestick and modem and if you can, please share the results.
Looking forward to hearing back.

[WillTv]

I am getting the error again. I previously posted stating that permissions fixed the issue.It has worked for about 3 months now and just stopped. I am getting the same error code.

It has every permission allowed, I have cleared the data, cache, uninstalled and unplugged it. The fire stick is plugged in through Ethernet and the speed test says it has 400 mbps.

[WillTv]

After messing around with it for a while. I remembered that the Bell boxes wouldn't work without the Bell Router setup as the DNS server. It worked for about 3 months with OpenDNS setup as the DNS from my DHCP server. I tried manually setting the Firestick DNS to use the Bell Modem and it now works.

[SP2]

Thank you for your help. How do I change the fire stick DNS to the Bell modem one?

[WillTv]

@SP2 If you have not changed anything on the Bell provided Router, then it should already be set to use it as the DNS, as that is the default setting. I have been using my own DHCP server, as the Bell one not matter the settings kept setting itself as the DHCP server, which required me to setup rules for my Fire sticks or manually setup each one. But considering you are not sure how to setup the DNS, it is unlikely your issue. The reason I changed it, is for adblocking.

Now I can't tell you the exact settings for your network as it might be different than mine or default settings. The first step is figuring out what you want to set the static IP address to, as the Firestick does not allow just setting a DNS. You can either set the IP address outside the DHCP range or go onto the Router/DHCP server and set it to a static IP. This is because the Firestick requires you to enter in an IP address before getting to the DNS setting. Once you decide on that, go into the firestick network settings and select either Ethernet or Wired Configuration, depends on how you're connected. First thing it asks for is the IP address, which you decided on earlier, followed by the Gateway which by default for me anyways was 192.168.2.1, which will also be the DNS server in the following step.

[yorkville]

Hi, I have been using the Bell Fibe TV app on the Amazon Firestick since the app has been available and rarely have I experienced any issues. It's been a couple of weeks that we have started to receive an error message when trying to watch live tv or recordings.

The message comes on a black screen with an exclamation mark with the following message;

Error

An error occurred, (1009f/9D28)

For more information please visit: http://support.bell.ca/Fibe_TV/

This is happening on two different Amazon Fire sticks on two different televisions.

I have tried all the tips I found on this board such as clearing the cache, uninstalling/reinstalling to no avail.

I have reset to factory settings the Firestick and re-installed the Fibe TV app.

I have purchased a brand new model 4K firestick that I installed yesterday.

I'm still getting the error message. 

This error is happening more often on both tv's and making it impossible to watch television.

Every other streaming app works as expected, Netflix, Prime, Disney+.

There is obviously something wrong with the app development that needs to be looked at immediately.

Can this be escalated to the correct department?

Thanks

[BellPatricia · Accepted solution]

Hi there @yorkville,

Welcome to the Bell Community, and thank you for sharing all of these details with us.

Error 1009f/9D28 generally means that there is a network connection issue preventing playback. Are you using any third party equipment such as a router, or are your Firesticks connected directly to the internet via your Bell modem? 

A great first step to resolve this is a simple reboot of your internet modem. Just unplug your modem from the power source for a minute, and then plug it back in and test to see if everything is working. If you are using a VPN you can try turning it OFF as well.

We also invite you to check out the suggestions from @WillTv in the thread above, and let the Community know if you are still having trouble.

- Patricia

[yorkville]

I believe that @WillTv is on the right track. When I read his post I thought about my self hosted DNS. Therefore, I bypassed it and the error has not re-appeared. I guess you can say that the my issue is resolved. Not sure why this is happening now as I have been self hosting a DNS for at least two years. Thanks.

[Mapelbob · Accepted solution]

I confirm, a modem reboot works perfectly to resolve the issue.

[SP2]

Thank you for your help. Fixing the DNS on the firestick, fixed the problem. 

[KhaleesiKirk]

I'm using the Bell FibeTV app on a chromecast. For the last few days I've been getting the error code 1009f/9D28 every time I try to watch anything, whether it is live tv, on demand or recordings. I have restarted the app, the chromecast, my router, everything. I even tried uninstalling and reinstalling the app. Multiple times. The only thing that seems to work is time, if I wait a few hours it usually works. But not this time. Now all I get is that error. I cleared the cache and checked the permissions. I'm at a loss. 

[BellPatricia]

Hi @KhaleesiKirk,

Welcome to the Bell Community, and thank you for reaching out.

Error code 1009f/9D28 points towards a network connection issue which is preventing the playback.

Which model of Chromecast do you have? And, what modem/internet package are you using?

Can you clarify if you are using a router, or if you are connected directly to your Bell modem via Wi-Fi? Is this affecting any other devices other than your Chromecast?

In addition to rebooting your modem, and Chromecast (unplug both pieces of equipment from the power source for about one minute, then power everything back up) we also recommend that you check and troubleshoot the Wi-Fi signal of your device. For more information take a look at this great How to: Ensure optimal home Wi-Fi connection with the Wi-Fi Checkup Tool

Let the Community know if you need help with anything else.

- Patricia

[MariaB]

I have this problem all the time as well. I have no issue using the Netflix or Prime apps on my roku tv but the bell fibe tv and streamer always have this problem. Bell could make a better product if they wanted to....

[BellPatricia]

Hi there @MariaB 
Thank you for your post and welcome to the Bell Community.

Does this only affect a certain show or channel on Bell Fibe TV? Can you test a different device to see if the same thing happens?

There are some helpful suggestions on our website to help with No Video/Poor video quality on the Bell Streamer. Check out Help with the video output of the Bell Streamer

Please also try the troubleshooting steps that we've posted in the thread above.

Keep us posted, and let the Community know if you need anything else.

- Patricia

[David1959]

smart TV fiber app does not open on TV get error 1009f/9D28 What to do to correct