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Cannot log into Vudu app on Nvidia Shield Android TV

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    Cannot log into Vudu app on Nvidia Shield Android TV

    I can't log in to the Vudu app on my Nvidia Shield Android TV box. Every time I try, I get the error "Invalid Email/Password". My details are definitely correct and I can login fine from my Android tablet, Android phone and via the Windows 10 app with the same credentials, on the same network. The issue is specific to the SATV.

    It was working perfectly for months, but I had some network issues and decided to clear data for the SATV app, since then I've not been able to log in. I've tried re-clearing data. Uninstalling updates. Re-installing updates. Removing the device from my account. All to no avail. I also tried signing up for a new account via the app, which worked fine and allowed me to watch ad supported content and start the purchase process, I'm guessing because it didn't require logging in, but when I cleared data I could no longer get into either my old or new account, same error.

    So as far as I can tell, it's nothing to do with my network, because it works on all other devices, it's not my account for the same reason and also because I can reproduce the problem with a new account.

    Is anyone else experiencing this problem? Or not experiencing it?

    Help!

    Thanks

    #2
    Re: Cannot log into Vudu app on Nvidia Shield Android TV

    Looks like I'm not the only person with this issue:

    https://forum.vudu.com/showthread.ph...ign-in-process

    Can someone from VUDU please respond?

    Comment


      #3
      Re: Cannot log into Vudu app on Nvidia Shield Android TV

      Bump.

      I can also reproduce this on another SATV.

      Comment


        #4
        Re: Cannot log into Vudu app on Nvidia Shield Android TV

        Are you logging in from the United States?

        Comment


          #5
          Re: Cannot log into Vudu app on Nvidia Shield Android TV

          Thanks for the reply,

          Yes, I'm logging in from the US. As I stated in my post, it was working fine prior to clearing data, that wouldn't have been the case if I weren't logging in from the US. As I also stated, I can create an account via the app and use that successfully, right up until I clear data, then I get the same issue. I'm assuming that wouldn't work either if I wasn't logging in from the US.

          Any ideas? Do you have a SATV you can try to reproduce the issue on?

          Thanks.

          Comment


            #6
            Re: Cannot log into Vudu app on Nvidia Shield Android TV

            Any update on this?

            Comment


              #7
              Re: Cannot log into Vudu app on Nvidia Shield Android TV

              I took at look at the IP's on your account. They look to be coming from a hosting/proxy provider, therefore the IP has been blacklisted. Using a proxy on our service is a violation of our Terms of Service and our contractual obligations with the movie studios and our partners. The movie studios have placed these restrictions in order to combat movie piracy and unauthorized playback of their content outside of the United States.

              Comment


                #8
                Re: Cannot log into Vudu app on Nvidia Shield Android TV

                Thanks for looking into it for me. I use a proxy to get Netflix from regions outside the US and other content from back home, but I was under the impression it wouldn't have any impact on VUDU. I guess I was mistaken.

                It's odd that everthing else on the same network is still working. I can use VUDU on my phone, tablet or PC on the same WiFi network with no issues and I can cast to my Shield and it works fine, I just can't log in on the Shield. Given my network setup any IP blacklisting should affect all devices, not just one and not just when logging in.

                All good, I'll remove the proxy and see if I can log in again and perhaps try to find a new proxy that will exclude your service.

                Thanks for your help.

                Comment


                  #9
                  Re: Cannot log into Vudu app on Nvidia Shield Android TV

                  Ok, so I tried with no proxy, Google DNS. Still no luck. Just for interests sake, I sideloaded the tablet version of VUDU onto my Shield and it logged in fine. Have you made any attempt to reproduce this issue on a Shield? Because from my testing it's not a blocked IP issue. It doesn't look like it's actually attempting to authenticate at all.

                  Comment


                    #10
                    Re: Cannot log into Vudu app on Nvidia Shield Android TV

                    After speaking with engineering, this issue occurred on the Shield using VUDU app version 0.9.0.43 and should be fixed in VUDU app version 1.0.3.61. Login to your account at www.vudu.com and then remove the device under the Manage Devices section. Then proceed to update to the latest Vudu app version. You should now be able to log into the Shield.

                    Comment


                      #11
                      Re: Cannot log into Vudu app on Nvidia Shield Android TV

                      Thanks for continuing to look into this, but still no dice unfortunately. I deleted all devices from my VUDU account, just to be sure. I also cleared the VUDU app data and uninstalled all updates, reverting to 1.0.2.56, then updated to the latest version 1.0.3.61. Tried logging in, same problem. The error message comes back instantly, like it's not even trying to authenticate.

                      I don't know if this is at all helpful, but the System Info screen from the app shows the following:

                      Device ID: 4eb1176
                      UI Version: 3.0.174616
                      Embedder Version: NVIDIA SHIELD v1.0.3.61
                      VUDU Client Version: 3.1.0 (rev 168768)

                      Just tried reactivating the app on my phone with no issues at all. Movies play and I can cast them to the Shield just fine.

                      Let me know if I can provide you with any other information that might help.

                      Comment


                        #12
                        Re: Cannot log into Vudu app on Nvidia Shield Android TV

                        Hey,

                        I enabled more debug logging for your device so we can try to get more information. The only log I saw said "invalid password", but I'm assuming since your password worked for you on your phone that it may be something else. Please try again when you get a chance and I'll see if I can find anything more.

                        Comment


                          #13
                          Re: Cannot log into Vudu app on Nvidia Shield Android TV

                          Thanks Jake. The failed login you saw may have been me purposely trying an incorrect password to see if it behaved at all differently.

                          I tried logging in just now, got the same Invalid Email/Password message.

                          Let me know if I can provide any other detail.

                          Comment


                            #14
                            Re: Cannot log into Vudu app on Nvidia Shield Android TV

                            Any update on this?

                            Comment


                              #15
                              Re: Cannot log into Vudu app on Nvidia Shield Android TV

                              Originally posted by ramboky View Post
                              Any update on this?
                              From what I have heard our QA says it's fixed in the latest app. You may need to delete the VUDU app from the Shield, remove the device from your devices on the VUDU website, and then install the latest.

                              It sounds like you more or less did that earlier, though. If you try this again with the latest and it still doesn't work I'll have them look into it more...

                              Comment

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