Hi Dominique
This reply from the RTE player team is disappointing and shows their lack of
understanding when it comes to accessibility.
The issues you have with the player are cause because the app is not accessible.
I understand that NCBI are working with RTE now too to try to rectify the issue.
Joan Ann.
-----Original Message-----
From: fb-exchange-bounce@xxxxxxxxxxxxx <fb-exchange-bounce@xxxxxxxxxxxxx> On
Behalf Of Dominique Farrell
Sent: Thursday 24 January 2019 17:25
To: Dominique Farrell <hollyandopal@xxxxxxxxx>
Subject: [fb-exchange] FW: Inaccessible player
From: RTÉ Player Support <playerfeedback@xxxxxx>
Sent: 24 January 2019 3:30 pm
To: Dominique Farrell <hollyandopal@xxxxxxxxx>
Subject: Re: Inaccessible player
Hi Dominiqueâ€,
There are a number of things you can try to improve performance on the app.
**App updates**
You may want to check you are using the most up-to-date version of the app.
Deleting the app and downloading it from the app store with will ensure you
have the most recent release.
**Device Caching**
Playback issues with the app can sometimes occur if the app has cached content
from when it was accessed offline. You can clear the cache by doing the
following steps.
1. Double press the home button on your device. The multitasking screen will
appear. If the player app is still active you can shut it down from there by
swiping upwards over it.
2. Reset the device by holding the power button down and then sliding across
the icon that appears.
Some apps may be running in the background and slowing down the performance of
RTÉ Player. You can shut down these other apps by double pressing the home
button to bring up the multitasking screen. This will tray will show you any
apps running in the background. You can shut them off by swiping over them.
If the problem persists it could relate to your bandwidth. You need a
connection of at least 1Mbps download speed. If your network connection is not
consistent, you may experience problems connecting.
**VPNs and Firewall rules**
Content on the RTÉ Player app may not play if a VPN/Proxy service is in use on
your device. Shut down any such services and restart the app.
If the ad plays, but not the programme – this may be a proxy/firewall issue.
If your computer is behind a corporate firewall you should contact your network
administrator. Corporate network administrators should enable access to the
RTMP protocol.
If you continue to experience issues, please do not hesitate to get in touch.
We're here to help!
Kind regards,
Leah.
RTÉ Player Team
rte.ie/player <https://www.rte.ie/player> | ways to watch
<https://www.rte.ie/player/assets/watch/> | facebook.com/rteplayer
<https://www.facebook.com/rteplayer> | twitter.com/rteplayer
<http://www.twitter.com/rteplayer>
RTÉ is not responsible for the content of external websites
[M7PKGQ-DYKK]
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