video issue

Games Other Halo
1

I’ve recently downloaded the app on my Samsung Galaxy s6 and after signing in I cannot view halo nightfall or the fall of reach ( I own and can view these on my xbox). Are there any known fixes for this? Thanks in advance.

2

Hi,

Thanks for reaching out about this issue. Here are a few questions that could help us narrow down what’s happening.

First, can you confirm which of these situations you’re experiencing when you say you cannot view Nightfall or Fall of Reach:

  • You can attempt to start video playback, but then you get a “Video Issue” error dialog. - You cannot even attempt to start video playback. The poster image doesn’t show a Play button, and you see a message below the Overview | Scenes | Related tabs that says “Sorry, this content can’t be shown on your current device…”.Next, can you go to the Settings page and let us know whether the Use Smooth Streaming checkbox is checked or unchecked?

Finally, if you see a question mark icon in the top right corner of any video playback, please click that to report the issue. This will help us learn a bit more about the affected device and potentially have more insight toward a resolution.

Thanks!

3

> 2533274795208755;2:
> Hi,
> Thanks for reaching out about this issue. Here are a few questions that could help us narrow down what’s happening.
>
> First, can you confirm which of these situations you’re experiencing when you say you cannot view Nightfall or Fall of Reach:
>
> - You can attempt to start video playback, but then you get a “Video Issue” error dialog.
> - You cannot even attempt to start video playback. The poster image doesn’t show a Play button, and you see a message below the Overview | Scenes | Related tabs that says “Sorry, this content can’t be shown on your current device…”.
> Next, can you go to the Settings page and let us know whether the Use Smooth Streaming checkbox is checked or unchecked?
>
>
> Finally, if you see a question mark icon in the top right corner of any video playback, please click that to report the issue. This will help us learn a bit more about the affected device and potentially have more insight toward a resolution.
>
> Thanks!

It is the first one and the box is checked

4

Thanks for confirming that, and sorry it’s taking a while to get back to you.

Can I assume that you can successfully play other videos, or are Nightfall and Fall of Reach the only ones you’ve tried? This can help narrow down whether the issue is limited to DRM content or is a more general issue.

It might also be helpful to get some more specifics about your device. I found some Video Issue reports from SM-G920F devices, but I don’t know which (if any) are you. If you go to your device Settings, and then into About or About Device, can you find the following for us?

  • Android Version - Kernel version - Build numberThanks.
5

> 2533274795208755;4:
> Thanks for confirming that, and sorry it’s taking a while to get back to you.
>
> Can I assume that you can successfully play other videos, or are Nightfall and Fall of Reach the only ones you’ve tried? This can help narrow down whether the issue is limited to DRM content or is a more general issue.
>
> It might also be helpful to get some more specifics about your device. I found some Video Issue reports from SM-G920F devices, but I don’t know which (if any) are you. If you go to your device Settings, and then into About or About Device, can you find the following for us?
>
> - Android Version
> - Kernel version
> - Build number
> Thanks.

Reinstalling the app solved it thanks,

6

Great to know. Thanks!

7

> 2533274795208755;2:
> Hi,
> Thanks for reaching out about this issue. Here are a few questions that could help us narrow down what’s happening.
>
> First, can you confirm which of these situations you’re experiencing when you say you cannot view Nightfall or Fall of Reach:
>
> - You can attempt to start video playback, but then you get a “Video Issue” error dialog.
> - You cannot even attempt to start video playback. The poster image doesn’t show a Play button, and you see a message below the Overview | Scenes | Related tabs that says “Sorry, this content can’t be shown on your current device…”.
> Next, can you go to the Settings page and let us know whether the Use Smooth Streaming checkbox is checked or unchecked?
>
> Finally, if you see a question mark icon in the top right corner of any video playback, please click that to report the issue. This will help us learn a bit more about the affected device and potentially have more insight toward a resolution.
>
> Thanks!

Thanks this helped a lot. I can now view the videos. who knew smooth streaming could cause such a big problem.

8

I have a Samsung G900V and if smooth streaming is unchecked, I get the error dialogue, but if it is checked, I can tap the play button and it just doesn’t load. I have already tried reinstalling the app and restarting my device. What should I do?