Hello @Senoa

Go to Kundencenter and select in the menu on the left => Swisscom TV
Then scroll down a bit and click on my devices.

You’ll find something further down

Registered devices and paid content

Here you can see which of your devices are registered with TV Air. Important: Paid content may only be active on a maximum of 5 devices. If the number of devices is exceeded, simply deactivate it on one of the old devices. Then activate it for the new device and then it should work with the new one too.

I’m surprised by the automatic retry because the app usually tells you clearly what’s going on. But it’s still worth a try.

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Hello Stephan_76

Thanks for the efforts. I checked the number of devices, but there were fewer than the maximum possible. Then I uninstalled the app, turned off my phone and then installed it again. Nothing, no idea why it doesn’t work. I always get the message “this show cannot be played” and then I have to close the player. I think since there are other users here who have the same problem, it’s more likely to be caused by the app. But Swisscoom would have to react. I had a similar problem with my old cell phone a while ago. But I was able to fix this by uninstalling the old app and then installing an updated version. But here it is the latest app and I also have a new operating system on the new cell phone! So it should go…actually

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12 days later

Hello Senoa

Is the problem with the TV air still present or have you found a solution? Since I’ve had the same problem for more than a week, I would be really happy about a solution. I’ve already contacted support. Well, I could have saved myself the time, because they couldn’t help me much.

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Hello Lila7, yes the problem still exists. At first I thought I had installed my new phone incorrectly. The support said that this problem happens with different cell phone brands. It may be that their new operating system is not yet compatible with the new tvair because the special packages are not set up in the same way as the normal channels. I am still hopeful that Swisscom will fix the problem. I would consider these to be teething problems from the TV air update. It’s not a solution yet, but Swisscom has to make sure that tv air works on all newer models. Falks If you have an old operating system under Android 5, it won’t work anymore… Greetings Senoa

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Then I hope that Swisscom can fix the problem as soon as possible. Operating system is also updated. I’m currently using the Huawei P20 Pro. Let’s hope for the best and thank you. Greetings Lila7

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6 days later

Hi @Senoa & Co

As @SamuelD already mentioned, the problem is known and is being worked on. Unfortunately, since this is a somewhat complex topic, we cannot currently say when a solution will be available for affected devices. users there.

From thread [Update TV Air V 3.0.0 / 3.1.0 for Android](https://community.swisscom.ch/t5/TV-Air/Update-TV-Air-V-3-0-0-3 -1-0-f%C3%BCr-Android/td-p/556448/page/3) (Page 3) > unfortunately the thread has become a bit of a catch-all for all sorts of Android Problem/questions have become a bit confusing

@EdgarJ wrote:

Hi @matratzi, @SamuelD & Co

The problem is still being analyzed as SamuelD mentioned. However, we can now say that it not only affects Huawei but also models from other manufacturers. Unfortunately, the topic is rather complex because the problem arises from a combination of manufacturer hardware vs. OS version in interaction with the player and the DRM security level used.

In any case, we are aware that such problems can occur when playing encrypted content, but we cannot yet say in detail why certain manufacturers/models are affected and others are not. We are continuing to work on finding a solution as soon as possible.

In addition, unfortunately not all manufacturers of mobile devices certify them properly with the player distributors, which can sometimes lead to such problems.

If you write “…now the new TV Air version 3.1.0 is also loaded” my question would be how you played previously encrypted content (different cell phone, new OS version, TV Air on via Android app, never used before) ? Or did it never work at all? Version 3.1.0 has been available since January 28th. and previously version 3.0.1 was available from December 19, 2018. The old app has no longer been available since January 1, 2019. In any case, it’s always good if you mention which manufacturer/model and OS version you are dealing with.

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Hello, I had already stated that before my current OnePlus 6 I had a OnePlus 2, which I changed at exactly the same time as the TV Air update took place. It would no longer have been compatible anyway. It’s just a hassle now when I have something brand new and can no longer play my expensive programs on my cell phone. I realize that there are always problems, but that’s what the experts are there for. I’m an amateur and just want to use the normal stuff I pay for.

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Hi @Senoa & everyone else affected

We are aware of your displeasure and that of all other affected users. Unfortunately, we can’t simply snap our fingers to fix the problem. It’s up to us to find a solution, but unfortunately I can’t say when it will be available.

So that even inexperienced users are aware that this is not a trivial problem, but rather complex, we try to explain it to everyone as understandably as possible. to break it down so that it becomes that.

As an example regarding playing encrypted content (DRM):

- Device 1:

Samsung X, with OS A on Player W > works

Samsung X, with OS B on Player W > works

Samsung X, with OS A on Player Z > works

Samsung X, with OS B on Player Z > doesn’t work

- Device 2:

Samsung Y, with OS A on Player W > doesn’t work

Samsung Y, with OS B on Player W > works

Samsung Y, with OS A on Player Z > doesn’t work

Samsung Y, with OS B on Player Z > works

The problem here covers 3 areas:

- HW (hardware) of the manufacturer in conjunction with the Android OS version used [manufacturer]

- Player used and its licensing with the corresponding HW / Android OS version [manufacturer / player provider]

- Encryption system of the streaming service (SC TV Air) [SC]

The example aims to explain that even within the same manufacturer (i.e. Samsung, Huawei, etc.) different HW is installed in different models and is also licensed differently to players (which then handle the encryption on the devices together with the HW and OS). (or not).

If a certain model with a certain OS version does not work on one player, this is also the case for all others with the same setup.

Getting around the problem from a technical perspective would mean violating licenses from manufacturers and providers of encrypted content. It is therefore a bit of a dilemma as the reins are not solely in SC’s hands.

In any case, if anything new comes up on this topic, we will keep you updated.

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  • hed likes that.
5 days later

Hello EdgarJ

Thank you for your explanation.

But that doesn’t help us.

It’s starting to get embarrassing. First you are forced to update the app, which is completely unstable. Now I can’t even watch my paid channels.

How long should we wait until this service works? Does the problem have the necessary priority at Swisscom?

It can’t be the case that we have to wait so long for a problem to be solved with a payment service. Why isn’t a workaround being looked for and temporarily implemented?

I don’t understand…I work in IT myself…I shouldn’t allow myself to do something like that…I would lose my job…

It’s a shame, otherwise I think Swisscom’s services are great… (also in the business sector)

Greeting

Mark

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Hi @oOdietiOo

We understand that the affected users are becoming impatient and yes, the topic has the necessary priority. As I said, it’s your turn and you’re trying to find a solution as soon as possible, even if the problem itself isn’t primarily caused by SC. I can’t go into any further technical details here because it makes no sense to break it down any further than described above.

If you also work in an area of ​​IT where you have to pay high penalties for violating license rights, you may understand that the topic is a little more delicate than simply applying a workaround/fix, albeit temporarily, to make it work again. There are a number of different systems connected here, all of which are interdependent. It’s not just the Android client itself.

If there is any news, I will try to keep you updated here.

We apologize for any inconvenience caused.

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20 days later

I would also like to vent my dissatisfaction.

I also have a new Huaweih mate 20 pro and cannot receive Teleclub with TV air from swisscom. Pay my Swisscom bill on time month after month and then I can demand that everything Swisscom promises can be received.

Every smartphone has to work, no matter the manufacturer…

Greetings from the dissatisfied

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We can’t do much with your post. We need facts! Do you have an InOne Home or Vivo XS at home? Which login do you use for Swisscom TV Air. Do you use the app or do you use the browser? What message is coming?

By the way, as far as I know, renting a film via the app is not possible. If only via the browser.

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Hello dissatisfied (great name).

I had the same problem with Netflix and my P20 Pro until recently.
Since the contents of Teleclub are also transmitted encrypted, I can imagine that it is the same problem.
There is an exciting article about this [Article from Huawei](https://www.huaweicentral.com/huawei-p20-pro-and-mate-20-pro-now-support-netflix-hd-and-hdr-content- and-widevine-l1/). If Huawei does not have its devices certified, Swisscom itself probably has little or no leeway. Before I bought my P20, I never thought about it like that. It would be a great device, but if it doesn’t work then you’ll end up with Riccardo, which is why I’ve now bought another monopoly phone. It’s a shame, because Huawei already makes cool devices.

Greeting,

Bingie!

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The Huawei Mate 20 Pro is really a good smartphone, but that’s not of much use to me either.

I pay for TC and want to be able to receive it on my smartphone too!

Just Ricardo and another Samsung, then the dissatisfaction will stop and joy will reign!!!

the dissatisfied one

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Exactly, unfortunately only Huawei can solve your problem.

I’m sure they will at some point. The TV Air app is by no means the only application affected by the problem.

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  • nista has responded to this post.
    8 days later

    And another month has passed… and it still doesn’t work…!

    The MediaPad now has the latest Android (9), but doesn’t work either.

    It’s starting to get really embarrassing…

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