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I have a user who reports that he is being stopped playing a paid (=rented) video (we use FV Player Pro Beta and Easy Digital Downloads). The error message is:
“You have reached maximum number of allowed devices, please log in with an existing device”.
He reports that this happens in a reproducible way, after he starts the video several times, from the same device.
I asked him to restart the computer / use a different browser, but he reports that there is no improvement.
I know the user and trust him that he does not cheat or tell me stories.Your help is highly appreciated!
Greetings, Michael
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Hello Girish,
is your user logged in when watching the video, or is he using the link from the email?
What shows up in the “FV Player Pay Per View” box when you check the payment details in wp-admin -> Download -> Purchase History -> (look up the payment) ? You should see the IP addresses and the Browser user agents.
Please let us know.
Thanks,
Martin
hello Martin,
the customer writes that he logs in to the website and navigates to the video.
I attach a screenshot of the purchase detail.
Hello Girish,
please get a new FV Player Pay Per View ZIP files from https://foliovision.com/my-licenses and reinstall from that.
If that won’t fix the issue, then it seems to me the FV Player shortcode might be getting processed multiple times due to some unforeseen circumstance, such as some redundant shortcode parsing due to some theme function or a SEO plugin.
To check that we would need you to enable wp-admin -> Settings -> FV Player PPV -> “Debug mode” and then see if you can reproduce the issue as regular customer – trying logged out in a new browser. If yes, reopen the page with
?fvpp_debugadded to the URL and send the HTML code of the page to us please.Thanks,
Martin
I connected to the user via Zoom, he showed me the situation (he logs in and navigates to the video) .
Error: maximum number of allowed devices reached.
Then I increased the number of allowed devices (from 3 to 5), after that he could play the video again.
Now we lost the error state and I cannot get the debug information :)
For the moment, we consider the problem as solved.I understand that if the same user visits the site on 3 different days, with different IP addresses, he will be considered as 3 different devices?
I forgot to mention: As a first step (before connecting with him online), I installed your new version of pay per view plugin, but the user reported no improvement.
Hello Girish,
thank you for reporting all the details. The new version only added some debug logging.
We will think about how we could detect the unique user access more effectively.
Thanks,
Martin
Hello Girish,
if you download a fresh copy of FV Player Pay Per View ZIP file from https://foliovision.com/my-licenses and reinstall you will get a new version of the plugin which no longer uses the IP address to limit the viewing.
Thanks,
Martin
Hi Martin,
I installed the new version of FV Player Pay per View, but now I cannot play any videos when logged in as non-administrator.
The error message is:
html5: Unsupported video format.
And the console says:
Cannot play media. No decoders for requested formats: application/x-mpegurl, application/x-mpegurl??
Now I will try to roll back to the old version of the plugin.
After installing the old version 7.5.27 of FV Player Pay Per View I am ready to go again.
Hello Girish,
Please download a fresh copy of FV Player Pay Per View ZIP file from https://foliovision.com/my-licenses and reinstall again.
I found there was a problem if the full video was in a different format than the preview.
Thanks,
Martin
Seems to work, thank you!
How is the number of devices checked now?
Hello Girish,
each browser gets a token and we only allow 3 tokens in last 3 months. The 3 months limit is important when user buys a video, it’s not important for renting.
Thanks,
Martin
