Fibe TV App HDCP Error on Mobile Phone

[Shawn777]

The Bell Fibe TV App was working great on my Motorola RAZR+ phone for several months. 

After an app update some time ago, it no longer displays any channel and instead shows the following error:

"Something went wrong.  Please ensure that the TV you are using is HDCP compliant and you are casting with AirPlay or Chromecast"

I am just attempting to watch TV in the app on my phone, and I am not casting or using HDMI, so HDCP should not be an issue.

[AlexS]

I think it’s better to comment on the Google App Store and/or report to a live agent.

[Shawn777]

App store reviews will be one among many and lost in the noise, nor will it help anyone else with the same issue.

[AlexS]

Wdym? Bell replies to comment on those app stores.

Well this type of issue won’t trigger much of discussion on this forum.

[BellPatricia]

Hi there @Shawn777,

Welcome to the Bell Community, and thanks for your post.

Can you please clarify if you are trying to output the video using a cable to your TV set, or attempting to mirror the screen using another app?

- Patricia

[Shawn777]

I am attempting to do neither of those things.

I am just opening the mobile app and trying to watch tv on my phone and it displays about 1 or 2 frames of video and then immediately goes to a black screen with the reported error message displayed.

It makes it difficult to watch TV when outside of the house, although thankfully I can sign-in to Sportsnet app as a workaround for some sports programs.

[BellPatricia]

Thank you for confirming @Shawn777,

Are you trying to watch the Fibe TV app using the main screen, or the external screen on your phone?

To start, we recommend uninstalling and reinstalling the Fibe TV app, then test to see if you continue to experience this.

Can you also share a photo of the error message so we can check it out?

- Patricia

[Shawn777 · Accepted solution]

Hi Patricia,

I was primarily trying on the main screen, although the external screen also encountered the same error.

Good news though, clear storage + clear cache + uninstall + reinstall + re-login (Best option with MyBell credentials) seems to have fixed the issue.

Thanks for your help!

[NoTV1]

Be very, very careful with this uninstall-reinstall method! Think twice before you try it. It does not always work (not working for me at all), and worse, it will delete all of your downloaded recordings! So, instead of fixing your issues, you could be worse off! Now, I still cannot watch on my phone. And, I lost all of my downloads. 

[AlexS]

The picture quality on any device other than the TV is inferior unless casting to the TV.

[BellNick]

Hi there @NoTV1 
Thank you for your post and welcome to the Community.
Are you able to share what device you are using the Fibe TV app on (make and model)?
Is your device and app up to date?
Are you watching directly on your device or are you casting?
Looking forward to hearing back.

[Squirrel]

Hello,

I get the same error "Something went wrong.  Please ensure that the TV you are using is HDCP compliant and you are casting with AirPlay or Chromecast"

I am able to mirror the phone screen but as soon as I want to watch something, I get the above message.

I only get this error with a new Galaxy S23 but it works fine with a Galaxy S9+.

I am casting to both a Roku stick and a Samsung PN64F8500 TV and get the same error message when using a S23.

Bell, Please advise

[BellNick]

Hi there @Squirrel 
Thank you for your post and welcome to the Community.
Have you attempted what @Shawn777 tried (Good news though, clear storage + clear cache + uninstall + reinstall + re-login (Best option with MyBell credentials) seems to have fixed the issue.)
Looking forward to hearing back.

[DPaterson]

Is it possible to watch the Fibe app on the external screen? I have tried a few times and it creates an error message that can only be gixed by clearing the cache and the uninstall and reinstall. Seems ridiculous it keeps doing that. 

[Squirrel]

Hello @BellNick 

Still doesn't work.  Tell the app development department to fix the issue.  It has worked for 10 years and now it doesn't.  Something changed and its not on my end. It is so disappointing. They need to get rid of the requirement for Airplay or Chromecast and let me mirror my screen. I should be able to screen mirror my phone to my TV.  My phone mirrors the guide and as soon as I pick a channel I get the HDCP compliance error.  The problem is with the App.  Please fix.