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Issue with TV provider website on one network only

Medium Priority
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Last Modified: 2020-06-22
Have a small network of windows computers and a few servers.  The boss wants to be able to watch tv using diynetwork.com or hgtv.com (Same TV provider, different site).  If you go to watch live TV and click the play icon that is overlayed the video or click the "sign in to your provider" button at the top right, nothing happens at all.  This happens on all workstations and servers on the network.  No other DNS or internet issues exist.  I've tried Edge, IE, Chrome, and Firefox and all have the same issue.  I've put chrome in guest mode (Shift+Ctrl+N), and still has the issue.   I've checked security settings, java, activex, compatibility view, cleared temporary files.  I've temporarily disabled all security on the Sonicwall and I've checked group policy but nothing has worked.  Any ideas?
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Martyn SpencerSoftware Developer / Linux System Administrator
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Commented:
Unfortunately, I cannot view these in the UK. Have you used the browser debugging tools to check the javascript console and the network tab to view what is happening server and client side? It may offer some clues.
William FulksIT Services Analyst
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Commented:
What TV service are you using?
Sean RhudyPresident

Author

Commented:
They don't have TV service at that location.  On my network, I can click to sign in and enter my Verizon credentials and access the content.
Sean RhudyPresident

Author

Commented:
Martyn - I've used the javascript console and don't see any issues in that.  I have not looked at the network tab.  Is that only available in DevTools?
Owen RubinConsultant

Commented:
Websites like that require that you be a subscriber to the service on cable or satellite, and those credentials be used to view their content. Clicking on one of the icons, or clicking on All Providers, and then finding his cable or satellite provider will move you forward. But he (or someone who is willing to let him use their credentials) need to be entered into the site before watching the content.

I went to HGTV and entered my Dish Network login and password, and the programming started streaming after verifying me with Dish Network. It worked the same with someone else's Comcast credentials.
Martyn SpencerSoftware Developer / Linux System Administrator
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Commented:
The network tab is usually visible in Firefox without any specific dev tools installation.
Owen RubinConsultant

Commented:
In re-reading your original question, I want to ask if you have already entered a provider previously?  The first time you visit those sites they put an overlay on the site and make you set up. I am wondering if there is a cache or preference file that has saved that info, and something is incorrect.

When I go to the site, I press "Watch Live TV" and I am taken to a screen with a VERY LARGE play button in the middle. Do you see that? Clicking that the first time requires you to add a service provider. After signing in, the "Sign in to your provider" disappears and is replaced with my provider. Then the big PLAY button actually play's content.

Maybe you need to clear your browser data and try again signing up.
William FulksIT Services Analyst
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Commented:
You didn't answer my question - what TV service do they subscribe to that lets them watch HGTV and DIY at home? Like Cox or AT&T Uverse or DirectTV? Each one has a different login. I may be able to find the site to which you can login and that may fix your problem.
Owen RubinConsultant

Commented:
I agree with William and said the same thing. They need to subscribe to a cable or satellite service to use these websites.
Sean RhudyPresident

Author

Commented:
Hi Owen,  We know they need to login to the site to view the content.  The issue is that clicking on the button to sign in does nothing at all.

William - They use Verizon.
William FulksIT Services Analyst
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Commented:
Try having them first login here - http://tv.verizon.com/

Then try to watch those shows.
Sean RhudyPresident

Author

Commented:
William - I can login to tv.verizon.com and I can view live tv for all of the other channels I've tried, but it still doesn't work for diynetwork.com.  When I click on any other station, it takes me to their site but it recognizes that I've logged into Verizon.  That isn't happening for diynetwork.
Sean RhudyPresident

Author

Commented:
I brought the site up on my own computer in Firefox and on the network that's having the issue.  I opened the network tab on both.  When I click the "Play" icon or the "sign in to your provider" button, nothing happens on the network tab at all on the client network.  On my computer, it works fine and a bunch of lines show up in the network tab.

If I go to the Console tab, they both show warnings, but the client's Firefox also shows the following:
Firefox Console Error
Owen RubinConsultant

Commented:
Sean, does your TV provider offer the DIY network in the current package of channels? If not, then this will not work with that account. Just something to check.
William FulksIT Services Analyst
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Commented:
I would suggest you call Verizon customer support and see if they are having a technical issue on their end, especially since other channels still work. Could be DIY/HGTV is having problems or updating something.
Sean RhudyPresident

Author

Commented:
Owen - The issue isn't that the package isn't available.  I used with my own credentials and it works on my home computer and not on theirs.  Also, when you click the button to choose your TV provider, nothing happens.  It wouldn't fail at that point.

William - I put a ticket in with DIY/HGTV, but they said they couldn't recreate the issue.  It's been happening for months.
Owen RubinConsultant

Commented:
Thanks Sean. Just eliminating all the easy possibilities first. Sometimes those get easily overlooked. Sorry.
Owen RubinConsultant

Commented:
Sean, when you move the mouse over the button, does it acknowledge that the mouse is over the button at all? (It changes color slightly for me.) If not, then for some reason, the code for "button" sounds messed up here. But I have no idea why.

Would you humor me and go to this link and see if all the buttons respond when you click them. ? https://terrillthompson.com/tests/buttons.html

Not exactly scientific, but I am curious if the button css is being overwritten somehow.

Thanks
-Owen-
Sean RhudyPresident

Author

Commented:
Owen - Yes, the button does change color when I hover over it.  I can see all of the button's on the test page and if I click on them, the border changes red.
Owen RubinConsultant

Commented:
Ok, so the button code is recognized, which makes this issue even more strange. That button does open a pop-up I believe. Is it possible that a pop-up blocker or ad-blocker is running on that PC?
Sean RhudyPresident

Author

Commented:
I know, it's a very strange one.  The pop up blocker is turned off.
Owen RubinConsultant

Commented:
Damn. Ok, back to the drawing board and see if I can make this fail for me.
Owen RubinConsultant

Commented:
Hi Sean. I am shotgunning here, so go with me while I confirm some things that might cause this.
https://www.whatismybrowser.com/detect/is-javascript-enabled

Just want to check that javascript is actually enabled. I know you said you checked, but tell me if you see YES on that page. Thanks.
Owen RubinConsultant

Commented:
And maybe a quick check of jQuery as well, as it can cause these errors:

https://jqueryui.com/demos/

Click on buttons and see if they all respond.
Thanks

(I really want to know what is causing this!  :-)  )
Consultant
Commented:
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