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Movies won't download/stream on Samsung Galaxy Tab E Android 7.1.1

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    Movies won't download/stream on Samsung Galaxy Tab E Android 7.1.1

    Hello,

    I've recently encountered a problem with the app playing movies. The issue appeared to start after my device updated to Android 7.1.1. It was on Android 6.0 previously and worked fine.

    Problem Description:
    When trying to open/stream a movie, or download a movie to my device (Internal Storage or SD Card) the video won't play. When streaming, the movie opens in the player, shows the loading animation and the movie title icon like it's trying to buffer, then closes the video player and returns to the movie page with the error "Encountered problems during playback. Please restart Vudu and try again."

    If downloading the movie to the device, the download will progress for a while, then ultimately fail at some point during the download. All attempts have been done over tested working WiFi (while writing this post from the same WiFi connection).

    I have also seen the error "Unable to start playback. Please try again later or contact customer support" appear inside the video player when trying to stream a video. The player then closes and returns to the movie title menu.

    Steps to reproduce (Streaming):
    1. Open app
    2. Login
    3. Open my "Watchlist"
    4. Tap Play on a video
    5. Observe the video player open and try to buffer the video
    6. Observe the video player close and return to the watchlist and present the error "Encountered problems during playback. Please restart Vudu and try again."
    Steps to reproduce (Downloaded):
    1. Open app
    2. Login
    3. Open a movie title page
    4. Tap the SD options
    5. Tap to Download the SD title, then cycle through scheduled to "Resume" and start downloading instantly
    6. Observe the progress bar appear and progress through the download for some time (percentage complete varies)
      1. Observe the progress bar disappears and returns sometimes during the download (if switching between apps, or sometimes without user interaction)
    7. Observe the progress bar disappear and not return (kept display on during the download to prevent device sleeping)
    8. Check the "Downloads" menu and see that the video shows "Failed!" underneath the title icon

    Troubleshooting steps taken:
    • Closed and reopened the app as the "problems during playback" error requested, force closing the app and reopening
    • Logged out and back into the app, re-attempted both streaming and downloading movies with the same results
    • Uninstalled the app and reinstalled it, repeated the previous troubleshooting steps again, same results
    • Uninstalled the app, rebooted the device, reinstalled it and repeated the previous troubleshooting steps again, same results
    • Attempted to play featurettes associated with a movie, and the same behavior occurs, the video player opens, buffers, then closes.
    • Attempted to play a trailer for the movie and the trailer opens in the video player and plays without issue
    • Have tried both SD and HDX titles with the same results
    • Tried playing the following titles:
      • Inside Out - SD, HDX
      • Groundhog day (free with ads) - SD
        • All 3 pre-movie ads download and play fine then the player switches to the movie and the movie buffers, then the player closes with the "problems during playback" error
      • The Adventures of the Swiss Family Robinson: Season 1 Episode 1 - SD
        • Same behavior as Groundhog Day above, the first 2 pre-movie ads load, then switches to the episode, buffers, then the player closes with the "problems during playback" error
    Device/App Information:
    • Vudu 5.7.1.211.137935_25_1_v2
    • Samsung Galaxy Tab E
      • Model #: SM-T560NU
      • Android version: 7.1.1
      • Security Patch: October 1, 2017
      • Kernel Version: 3.10.49-12562000
      • Build #: NMF26X.T560NUUEU1CQK2
    • Kaltura Device Information JSON Export available but cannot be attached
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