An error message is displayed

Error code

Reason

Solution

The user must be located in Switzerland.  

• Check the IP address.
  https://www.maxmind.com/en/geoip-demo
  • If the IP address is not localised in Switzerland, please contact support.

• Check the internet connection (LAN/WLAN).
• Check the reception signal.

Network problem – app could not be downloaded.

Please note: When the TV is restarted, the app is always downloaded again and, if necessary, updated to the latest version.

• Delete the app and download it again.
• Check that you are connected to the internet.
• Wait for the TV to connect after switching it on.

The Samsung TV App could not be downloaded from our server.

Reasons: DNS settings, ad blockers or firewalls are preventing the connection requests to our server.

• Disable DNS on the router, firewall or ad blocker

The customer uses a VPN.  

• Disable VPN on iPhone/iPad
• Instructions: Information on iCloud Private Relay

Restart:

• Face ID devices: Press and hold the side button and a volume button until the power off slider appears.
• Home button devices: Press and hold the top or side button until the power off slider appears.
• Slide the control to the right to turn off the device.
• Wait 10 seconds.
• Press and hold the side button (right) until the Apple logo appears and the device restarts.
• Open the Teleboy app and test playback again.

The error message indicates a streaming problem on Apple's part.

Restart:

• Face ID devices: Press and hold the side button and a volume button until the power off slider appears.
• Home button devices: Press and hold the top or side button until the power off slider appears.
• Slide the control to the right to turn off the device.
• Wait 10 seconds.
• Press and hold the side button (right) until the Apple logo appears and the device restarts.
• Open the Teleboy app and test playback again.
• 
  

After restarting

• Open the Teleboy app and try to watch a recording again.
• If the error continues to occur, there could be a problem with audio streaming.

• If the error occurs again, please contact Apple Support for further assistance.

A valid TV subscription is required. 

• Take out a new TV subscription.
• Check payment method.

The recording is outside the replay time or has been deleted.

• Convert a free Teleboy subscription into a paid TV subscription.

Replay is not yet activated or you are in the wrong account without a paid TV subscription

• Activate replay under https://tv.teleboy.ch/settings
• Check that you are logged into the correct subscription account.

Unknown error.

• Restart your browser or log out and log back in.

Network request without cross-domain credentials.

• Restart the browser.
• Log out of the account and log in again.

Video cannot be loaded

In most cases, this is a browser issue. Possible solutions:

• Reset browser settings
• Update browser
• Delete cache, cookies and history
• Try incognito mode/private window
• Deactivate hardware acceleration in browser settings 
• Deactivate browser extensions

Error with a community friend request (cpvr.friend.failed).

Nickname is already taken.

Change nickname as it exists twice in the system.