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New Contributor
Posts: 2
Registered: ‎11-16-2012
My Device: Bold - 9900
My Carrier: Rogers

An error has occurred attempting to play media

I am getting this error "An error has occurred attempting to play media" every time i play a you tube video on my phone using the wireless network. However I can play the same video in the WiFi Network without any issue.

 

Any Solution?

Hall of Famer II
Posts: 52,411
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: An error has occurred attempting to play media

Hi and Welcome to the Community!

 

If you are on corporate/BES, then see this KB:

  • KB31953 When attempting to stream video in the BlackBerry Broswer users receive an error message "An error has occurred attempting to play media"

You will also need to talk to your BES admins as they control, well, everything.

 

If you are not on BES, then it is possible that your BB was once associated with BES, yet the IT Policy was never properly cleansed from the BB, rendering it limited to what that policy allows. There are procedures that we can give you to cleanse it if this the case:

  • KB30076 How to check for an IT Policy on a BlackBerry smartphone

 

Otherwise, you may need to talk to your mobile service provider...after all, it's their network across which you are attempting to pass this data.

 

Good luck!




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New Contributor
Posts: 2
Registered: ‎11-16-2012
My Device: Bold - 9900
My Carrier: Rogers

Re: An error has occurred attempting to play media

I tried calling Rogers twice but they are saying the issue is not with the network or their side, contact RIM. This issue started with Rogers anyplace TV which i installed on my BB by mistake. i have done the security wipe and reinstalled the software via desktop manager as well but still no luck. Does any one know  how to optimize the browser on BB OS 7 because a lot of people have mentioned to optimize the browser to solve this issue.

Hall of Famer II
Posts: 52,411
Registered: ‎11-28-2008
My Device: Z10/Z30/Q10 (10.3.2.840), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: An error has occurred attempting to play media


Bobby80 wrote:

I tried calling Rogers twice but they are saying the issue is not with the network or their side, contact RIM.


Unfortunately, this is where Rogers fobbed you off (maybe). If you purchased your BB through them, then they are 100% responsible for ALL of your formal support and services, and only they have any method by which to formally enable you to "contact RIM" (well, for free anyway). End users have absolutely no free path by which to seek anything from RIM at all...RIM provides zero front line support, and only via escalation through the contractually required support channels can an end user receive any second level enhanced support from RIM.

 

On the other hand, if you did not purchase your BB from Rogers, then they may be correct in fobbing you off. But, not direct to RIM...you still have no channel to seek anything direct from RIM for free. Rather, if the device is the issue, then your formal support channel for that begins with your original place of purchase.

 


Bobby80 wrote:

This issue started with Rogers anyplace TV which i installed on my BB by mistake. i have done the security wipe and reinstalled the software via desktop manager as well but still no luck.


From those details, I cannot tell exactly if you have done the truly clean reload that is normally recommended, but just in case...

At the top of each device forum, there should be some "sticky" threads that discuss the OS levels available for many models. If they include your model, then please use those as reference as you proceed. Otherwise, you will have to dig through the official download portal for OS packages for your model:

From a PC, you can install any compatible (e.g., for your exact BB Model Number) OS package to a BB via this procedure:

Note that while written for "reload" and the Storm, it can be used to upgrade, downgrade, or reload any BB device model -- it all depends on the OS package you download and install to your PC. If that OS package is from a carrier other than the carrier for which your BB was originally manufactured, then delete, on your PC, all copies of VENDOR.XML...there will be at least one, and perhaps 2, and they will be located in or similarly to (it changes based on your Windows version) these folders:

  • C:\Program Files (x86)\Common Files\Research In Motion\AppLoader
  • C:\Users\(your Windows UserName)\AppData\Roaming\Research In Motion\BlackBerry\Loader XML

Be sure that you remove, from your PC, any other BB device OS packages as having more than one installed to the PC can cause conflicts with this procedure.


You may also want to investigate the use of BBSAK (bbsak.org) to perform the wipe it is capable of.


You may also want to try this procedure to perhaps narrow down the precise causal item:

  1. Load your OS "bare bones"...if anything is optional, do not install it.
  2. If the behavior presents immediately, then try a different OS with step 1
  3. If the behavior does not immediately present, then run for as long as it takes for you to be sure that the behavior will not present.
  4. Add one thing -- no matter how tempting, just one.
  5. If the behavior does not present immediately, then again run for long enough to be sure it will not have the same problem
  6. Repeat steps 4 and 5 until all things are loaded or the behavior presents

When the behavior presents, you know the culprit...the last thing you loaded.

If the behavior does not re-present, then you know that either step 1 or 2 cured it.

If the behavior presents no matter what, then you likely have a hardware level issue for which no amount of OS or software can cure.


If you are on MAC, you are limited to only your carriers sanctioned OS packages...but can still use any levels that they currently sanction. See this procedure:

  • KB19915How to perform a clean reload of BlackBerry smartphone application software using BlackBerry Desktop Software

Bobby80 wrote:

Does any one know  how to optimize the browser on BB OS 7 because a lot of people have mentioned to optimize the browser to solve this issue.


Hmmm...I wonder what exactly those other mentions indicate...there are very few settings inside of the Browser anymore, as it is now designed to auto-configure based on conditions it sees on your BB and with your services. So those other mentions would be probably a good reference to start with...if one of them said to optimize, then you'd likely be best to ask them directly exactly what they meant.

 


 

Otherwise...you did not say anything about BES nor IT Policy...and, from the steps you've indicated, nothing you have done would have properly cleansed your BB of a latent IT Policy if that indeed is at cause. It is a very specific thing one must do to cleanse their BB of an IT Policy. Let us know if that might be of use to you.

 

Good luck!




Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code