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Unable to view YouTube video file on an unlocked BlackBerry smartphone

Article ID: KB20491

Type: Support Content

Last Modified: 12-14-2011

 

Product(s) Affected:

  • BlackBerry Internet Service
  • BlackBerry Bold 9000
CollapseEnvironment
  • BlackBerry® Bold™ 9000 smartphone
  • BlackBerry® Bold™ 9700 smartphone
  • BlackBerry® Internet Service
CollapseOverview

When a BlackBerry® smartphone user attempts to view video files on the YouTube® Mobile site, (m.youtube.com), the following error message appears:

An error has occurred attempting to play media
CollapseCause

Streaming video files, such as YouTube content, use the WAP Browser. The WAP Browser uses the access point name (APN) settings of the BlackBerry smartphone to route data. On an unlocked BlackBerry smartphone, the APN settings might not be set to correctly match the wireless service provider's APN configuration.
CollapseResolution

Resolution 1

Complete the following steps:

  1. From the Home screen of the BlackBerry smartphone, click Options > Advanced Options.
  2. Select TCP/IP.
  3. Verify that the APN settings match the APN settings of your wireless service provider.

For device software 6.0:

  1. From the Home screen of the BlackBerry smartphone, click Options
  2. Select Device
  3. Select Advanced System Settings
  4. Select TCP/IP

If the APN settings do not match, complete the following steps:

  1. From the Home screen of the BlackBerry smartphone, go to Options > Advanced Options.
    • Select TCP/IP.
    • Obtain and type the correct information into the Username, Password and APN fields.

For device software 6.0:

  1. From the Home screen of the BlackBerry smartphone, click Options
  2. Select Device
  3. Select Advanced System Settings
  4. Select TCP/IP
  5. Obtain and type the correct information into the Username, Password and APN fields

Resolution 2

  1. From the Home screen of the BlackBerry smartphone, click Browser.
  2. Go to Browser Options > General Properties.
  3. Select the Prompt before: Switching to WAP for streaming media check box or clear if it is checked.
  4. Do a hard reset of the BlackBerry smartphone and try again to stream video from YouTube (www.m.youtube.com).

For device software 6.0

  1. From the Home screen of the BlackBerry smartphone, click Browser.
  2. Go to Browser Options
  3. Select the Prompt before: Switching to Carrier Network for streaming media check box or clear if it is checked.
  4. Do a hard reset of the BlackBerry smartphone and try again to stream video from YouTube (www.m.youtube.com).
CollapseAdditional Information

Note: Contact your wireless service provider for the correct APN, username and password if you are unsure of the correct APN settings.

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