Device Unlock not working

[GrumpyTrucker 3]

A friend of mine uses Emby, and has the device unlock on his phone to access his server out of the home. He's just told me that he can no longer access remotely - just gets a message saying Premiere is required - and the option to purchase the unlock for the device isn't there anymore either. Has this feature been removed? And was it limited to a particular version of the server/app?

I use Premiere so can't confirm for him sadly.

[pwhodges 2012]

Have they changed their phone?

If so, does the new phone use the same app store as the old one?

Paul

[GrumpyTrucker 3]

1 minute ago, pwhodges said:

Have they changed their phone?

If so, does the new phone use the same app store as the old one?

Paul

Same phone, tried different phones too just in case. Same app store, Google Play.

[Luke 42077]

Can you tell us what exactly he is clicking on when he sees this, and what exactly the message says? Thanks.

[GrumpyTrucker 3]

6 hours ago, Luke said:

Can you tell us what exactly he is clicking on when he sees this, and what exactly the message says? Thanks.

I'll ask him and get back to you.

[GrumpyTrucker 3]

Well, it seems I hadn't been given all the information. Or at least not all in the right order. The requirement for Premiere was related to something else which he was already aware of.

 

The unlock it turns out was purchased on AndroidTV and he tried using it on his phone. I'm assuming the reason he's having the issue is not the same type of device?

 

He's not getting any message that he needs to unlock or purchase premiere, it just hangs on the loading screen 

Edited December 9, 2021 by GrumpyTrucker
Added information

[GrimReaper 4739]

8 minutes ago, GrumpyTrucker said:

The unlock it turns out was purchased on AndroidTV and he tried using it on his phone. I'm assuming the reason he's having the issue is not the same type of device?

Yep. Android client app and Android TV client app are two different apps, he'd need to unlock both. Premiere unlocks all apps on all platforms.

[GrumpyTrucker 3]

10 hours ago, GrimReaper said:

Yep. Android client app and Android TV client app are two different apps, he'd need to unlock both. Premiere unlocks all apps on all platforms.

I figured as much once he told me. The weird thing is he's not got any option in the app any more to unlock it. As though it's been unlocked already. Very confusing.

[yoyo77yo 28]

je suis dans le même cas que toi. un amis a acheté emby sur android TV et du coup, il ne peux pas le deverouiller sur son telephone android. pouvez vous m'aider ?

[Luke 42077]

3 hours ago, yoyo77yo said:

je suis dans le même cas que toi. un amis a acheté emby sur android TV et du coup, il ne peux pas le deverouiller sur son telephone android. pouvez vous m'aider ?

Re: 

 

[james85 0]

Hi was just wondering if someone can help me I'm trying to unlock the app On my firsetick and it doesn't allow me to and keeps going bk to the home screen ??

 

[ebr 16169]

18 hours ago, james85 said:

Hi was just wondering if someone can help me I'm trying to unlock the app On my firsetick and it doesn't allow me to and keeps going bk to the home screen ??

 

Does the logged in user have access to the Amazon store on that device?  Are you able to purchase in-app products in any other app?

[james85 0]

I purchased the lifetime plan on my phone and have been emailed a code but don't know where to enter the code for access very confusing.

 

 

[ebr 16169]

26 minutes ago, james85 said:

I purchased the lifetime plan on my phone and have been emailed a code but don't know where to enter the code for access very confusing.

 

 

If you are using someone else's server, you should not subscribe to Premiere.   There was a bold statement at the top of the page where you purchased indicating that.  Please send an email to billingsupport@emby.media with details.

Thanks.

[james85 0]

Okay thanks that's been sorted now could you help me. I have emby downloaded on my firestick I want to unlock and purchase lifetime premiere and I just need some help on step by step what to do would be much appreciated. 

 

Thanks james

[ebr 16169]

2 hours ago, james85 said:

and purchase lifetime premiere

 

16 hours ago, ebr said:

if you are using someone else's server, you should not subscribe to Premiere

 

[pwhodges 2012]

2 hours ago, james85 said:

Okay thanks that's been sorted now could you help me. I have emby downloaded on my firestick I want to unlock and purchase lifetime premiere and I just need some help on step by step what to do would be much appreciated. 

Emby is not a media provider.

Premiere is an option which can be added to a server which you have already set up on your own computer and populated with your own media:

https://emby.media/support/articles/Quick-Start.html

Paul