Buy Emby Premiere for playback on licensed server

[radioactivesqrl 2]

I just installed the iOS app on a new device and the user is getting prompted to buy Emby Premiere when attempting to play media. I know that too many devices can trigger this but the license page indicates I’m below my device limit with only 11 devices listed in the management tab (and as I understand the terms, likely only about 6 are counting towards the limit). 
 

this is similar to this thread but I didn’t find a clear answer on cause or resolution. I’ve never had to do anything to support playback on other iOS devices. 

 

[Luke 42077]

Hi, did they not have an internet connection at the time or something preventing their device from reaching our admin server to verify? That could have caused this.

[Luke 42077]

@radioactivesqrl?

[radioactivesqrl 2]

Appologies for the delayed response. The affected device was in process of being replaced over the holidays. The new device is working as expected, so it's hard to say what exactly the problem was.

Pi-hole was recently installed on the network, but the issue was only affecting that one iOS device so I'm not sure that explained the problem. Since the device is gone, I can no longer reproduce the problem.