Fibe TV Streamer not streaming Fibe tv or Crave

[Kleg14]

Hello! Is anyone having an issue with the streamer giving an error message about hdmi not being connected!? 3 cords, a call to tech support, transferred 2x, and an hour of my life I’m not getting back, nothing is fixed.  Still no replacement box received, no information by email, or anything provided. It still won’t stream Fibe TV to the TV. Still won’t stream Crave to the TV. Getting help is painful, so here I am. Someone please help. 

[AlexS]

Try unplugging & replugging the cord on another hdmi outlet? 

[Kleg14]

We have tried 3 new HDMI cords, different ports, and different tv’s. Fibe will stream in other devices(phone, laptop) no problem. Not with the streamer. 

[BellNick]

Hi there @Kleg14 
Thank you for your post and welcome to the Community.
Are you able to see anything on your screen to be able to get into settings or is it always the error message from the moment you turn it on?
If you can get to settings, we'd recommend a factory reset by doing the following:

1. Go to settings
2. Go to device settings
3. Go to device performance
4. Select about
5. Select Factory Reset
6. Select Factory Reset

If you are unable to see the screen at all, we'd recommend to check out this thread:  How to Factory Reset a Bell Streamer Without Video Outputas it may be of assistance.
Looking forward to hearing back if either of those helped.

[Kleg14]

Did not work. Even tried other tv Hdmi ports. Thank you though. 

[Kleg14]

Thank you for your suggestion. This did not work either. I am able to view thé thé guide. Pick what I want to watch. It will start streaming then error message. 

[BellNick]

Hi there @Kleg14 
Just to clarify, you see the guide and when you pick something to watch and click on it, instead of it playing the program you see a message on the screen saying there is no HDMI connection? Is there any specific error code you can share?

Looking forward to hearing back.

[Kleg14]

That’s correct! I have included a picture of the error message. 

 

[Kleg14]

It will play my selection from the guide, after 2 seconds. The error message. 

[BellNick]

Hi there @Kleg14
Do you have another HDMI cord that you are able to test and use?
Are you able to share what brand and model television set you have?
Also, if possible, are you able to share another picture or type out the error code you see on your screen (the picture you have shared is a bit blurry and hard to read).
We would also ensure that your Streamer is up to date with the latest version. For steps on how to do this it can be found on our article How to update my Bell Streamer device software
Looking forward to hearing back.

[Kleg14]

Hey! Thanks so much for taking the time to help me with this issue. We have used 4 new HDMI cords (including one from Bell). 
TVs used are Dynex model # DX-46L261A12, it is an older tv, but it doesn’t work on our Samsung smart tv’s either. 

The error code is (1000K) my apologies for it being blurry. It says “this content requires HDCP for playback” then says to connect hdmi cord. I have removed the last update, uninstalled it and reinstalled it for the FibeTv app. Still unsuccessful. To confirm as well all other Apps (Disney+,YouTube etc) will stream. So the streamer works. It’s is just the FibeTv app and crave that give this error. 

I hope this helps you, help me further! 🙂 

[AlexS]

Did the problem appear after a system update? Were you referring to removing the updates of the apps only? You might have to factory reset the TV box.

[Kleg14]

Hi! Yes, the problem happened after an update. I have also done a factory reset, as well as uninstall the fibe tv, reinstall it. The only thing the factory reset did was remove all my other apps. Did not solve the problem. 🙂 

[BellNick]

HI there @Kleg14 
Thank you for all the troubleshooting you have performed. We are aware that this is an issue and it is being escalated. For now we would recommend uninstalling the updates on your Streamer to see if it allows you to watch the Fibe TV App / Crave in the meantime.

[Kleg14]

Can you please let me know when you have reached a solution !!! Bell technical support calling has advised me: 1. the streamer only works on smart TVs. This has worked on the same tV since I signed up for the streamer over a year ago. 2. Don’t use the streamer box, put the app on my tv, or use my other devices. This is not an acceptable answer, or solution. I pay for a service for over a year, and it just stops working. It’s been over 1 month since I first contacted Bell for support. I am no farther ahead. I shouldn’t have to (nor do I want too) buy a new tv to support a service I already had.