Restrictions of the Sunrise UPC TV app for some Android devices

Daniele_Sunrise · 2022-05-04T13:54:58+00:00

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Daniele_Sunrise

Hello all,

Currently, the latest Sunrise UPC TV app version on the Android TV platform is experiencing performance and stability errors for some customers.

We regret the inconvenience this is causing and are working to provide a solution as quickly as possible.

Greetings
Daniele

Daniele_Sunrise

Daniele_Sunrise Hello all

We could find a possible cause for the crash and the login that does not go, resp. the prompt that keeps appearing. We assume that it is due to the widget that exists in Android.

For all affected we have a fix tip:

1. scroll down through the apps list and click on the button like in the picture.

2. deactivate the widget

3. clear the cache and the data cache in the app settings.
4. restart the app and log in.

Please let us know if this fixed the issue for you. It would be good to know which device you have, so we can see which error images were fixed on which devices.

Thank you all
Daniele

Daniele_Sunrise

Hello all

We have another solution that might fix the error for some customers (unfortunately we can’t test all endpoints as we don’t own them.

Here is the further instruction:
1. Check if there is an update available for the Android operating system.
Usually under System / Device Information (or About Phone) / Software Update, if the update is available, install it first and check the SunriseUPC TV app again.

2. manually check and update the Google Play Services app. This can be done in 2 ways
a) via Settings / Apps / All Apps (or on some phones via System Apps). If you can’t find Google Play Services, it will show the same.

b) Download from Google Play Store a separate app to check Google Play Services, called “Google Play Services Info”, which will show you the required information.

- Play Store - press to check if an app update is visible.

- App info - try to reinstall the app if possible, or go to the store and clear the cache.

Did these instructions fix the error image for anyone? If so, at what point exactly did it go again?

Best regards and thanks again to all of you
Daniele

Daniele_Sunrise

Hello all

A new version for AndroidTV has just been published in the App Store. For all users affected by some error patterns - please download and install the new version.

Our questions after installing and testing are:
- did the installation work or did it have hurdles?
- is the error you reported still present?
- how is the performance of the app?
- are there any glitches or dropouts in the app?
- do recordings and live TV / replay work?
- any other comments from you

We are still working on the error pattern for the AppleTV, as well as Android 6. For this, more information will follow at a later date.

Greetings
Daniele