VIP7802 Recordings on receiver - "unable to acquire license"

[yeagerxp]

Had fibe 50 installed on Sat. the 3rd, with 2 receivers

named on receiver Living Room the other Den

can schedule recordings from both receivers

can access recordings from Den receiver, when I try to access recordings from Living Room receiver i get the following "unable to acquire license" and then "can not access content"

called bell support on this, was told they would call back within 48 hours, nothing, called them again yesterday, still nothing

this morning i switched receivers around still the same thing.

I left rogers because their internet kept dropping and the tv went out,

Now i am getting negativity from the family, i don't need it. anybody seen this before?

[Thepez]

I can't comment on why this is happening, but recommend you get rid of 1 receiver and buy a Amazon firestik.  More powerful and easier to use and they support FIBE TV App. We have 2 and never have had a problem with recordings

[Thepez]

I can't comment on your problem, but recommend you return 7802 receivers and get 2 Amazon firestik. More powerful, support FIBE TV App and less money. My better half records lots and never had a problem. Main box is family room, firestik in bedroom

[chgrbt]

Good advice Thepez. Do you need to keep the Bell cloud for recordings?

[Thepez]

Yes, pricing for me free. When I switched to fiber, Ordered new box(our other were originals fibe tv receiver). When placing order, they said it would be $10 more for Cloud storage. Back then, no where did it say that. I escalated to management, took 2 weeks, but they agreed and I got cloud storage for free. They have changed and up front say $10 for cloud. The Bell Fibe receiver is good, but not as good as FIRESTIK and more e xpensive. Firestik has more capabilities eg switching inputs on TV. Finds movies, youtube. 

If you are using FIBE receiver for local stuff recommend look at starter package and then add ala carte. 

[Thepez]

Just another side issue. Dont buy a ROKU device if you want the FIBE TV app, not supported.

[AlexS]

I thought Bell won’t let people have the 7802 box without the cloud storage.

[Thepez]

You can get without the cloud. You don't need a 7802 either. You can subscribe to FIBE TV, without a receiver. Drawback no Cloud access. Some people would be OK, not my wife has a castiron frypan if I do yhat.

When we switched to new 7802 back year ago, as I said in my post did they talk about $10 for cloud. Being old, fixed income and a little tech savy, I called them on this and got Cloud for free.

[AlexS]

Yeah that’s called Fibe tv app (pack) at the moment. It used to be called ALT TV which I think is less confusing. Glad to know they gave you the 7802 box at discount.

[Rick_P]

We recently received two updated Fibe receivers that use cloud storage - the primary in our living room and the secondary in our basement. Both receivers display excellent signals on their respective TVs and all channels are accessible. Yesterday my wife noted that the basement receiver, while showing that recordings are available, will not play the recordings, instead displaying an error message "unable to acquire license".

The primary living room receiver is connected to a 4K TCL television that is about 3 years old. The secondary basement receiver is connected to a 720p Panasonic plasma TV routed through an amplifier. 

I have twice rebooted the secondary receiver (once by disconnecting the power and the second time by a reboot within the "Settings" menu). Neither reboot made any difference.

If at all possible, I would like to avoid spending hours on the phone while technicians run endless tests and checks. Is there a "quick fix" to this issue that I can attempt on my own?

[WelshTerrier]

You mentioned that you have rebooted your receivers. You also mentioned you have  strong signal in the basement. No obstructions or signal barriers? The receiver is not cover over or tucked away out of site?

Did you do a full power reboot of your modem?

If not, lets try doing the following in the sequence I am showing:

1. Turn off all of your receivers & unplug them from the power source. Leave them unplugged.
2. Unplug your modem from its power source. Wait 30 seconds & then plug it back in.
3. Wait for your modem to come back up. (@ 5 minutes). All of the lights will stop flashing & it will reconnect.
4. Plug in your living room receiver. Wait for it to reconnect. Once up and running
5. Plug in the basement receiver & wait until it is up and running.

If after completing the above steps & you still are experiencing a problem, I would suggest that you give Bell Fibe TV tech support a call at: 1 866 797-8686

Please mention the error message "unable to acquire license" to the online technician & the steps you have taken to correct this problem.

[Rick_P]

Will try this approach.

[Rick_P]

No joy. Followed the procedure to the letter and the secondary receiver is still saying "unable to acquire license".

BTW the basement receiver is located about 20 feet from the modem. While there is a wall (drywall) between the modem and receiver, there also a mesh pod located immediately behind the receiver (less than 12 inches away). The previous receiver was always well-connected and never had any signal issues.

[BellPatricia]

Good afternoon @Rick_P,

Welcome to the Bell Community, and thank you for all of the troubleshooting steps you've tried so far.

I wanted to jump in to see if you've had a chance to try out the temporary work around that we shared here

Keep us posted,

- Patricia

[Rick_P]

I contacted Bell Service and they quickly determined that the secondary receiver sent to us was in fact an older primary receiver. The system would not allow two primary receivers and therefore (what we believed was) the secondary receiver could not access the recordings. 

Bell is sending us a new box that is compatible with the primary Android TV box we have as a primary.

[Capitals]

I only have one 7802 receiver and I am unable to play the PVR. I got  Bell to send a new receiver and it too does not work. If I reboot system I can play PVR but once I go to live TV it no longer works I get “unable to acquire license”

not sure what to do now?