steve : Facebook Videos not playing - An unknown error has occurred.
steve : z1
steve : 3
Daniel: To try and resolve the issue, I'd recommend that you clear the cache and data from the app. This can be done by following the below steps:
Daniel: Settings > Apps > All > Locate the app and tap it > Select clear cache and clear data.
steve : done
steve : same on both my handsets
steve : both have has clean install with sus
Daniel: Have you tried using the web browser for facebook
steve : not too sure why sony are dumping sus either
steve : no, I want to use the app
steve : known issue with facebook?
steve : other reports made?
Daniel: Try these methods one after the other.
· Delete the data and cache of the Facebook™ app
· Uninstall Facebook™
· Download latest Facebook™ version from Google Play™.
Note! Facebook™ has to be version: 11.0.0.8.23 or later.
steve : have done this - clean install of z1 using sus and reloading app
steve : ver 13.0.0.13.14
Daniel: Have you done this in the same order
steve : known issue with facebook?
steve : other reports made?
steve : yes
Daniel: Any issues as described should be corrected via the above
steve : is sony aware of the issue and is it affecting other customers?
Daniel: We have not confirmed this a permanent issue and any issues as decribed should be corrected by the above steps.
Daniel: It may be a issue via the facebook app I would try using the web browser to see if this works as it may narrow down the issue]
steve : your colleague sam states that sony are aware of the issue!
steve : Sony Xperia Support - sam - "Please be aware that we are aware of this problem and you can reset assured it has been escalated. I have posted this previously on a number of other threads regarding the same topic, however once a fix is approved I will attempt to update all relevant threads regarding this"
steve : ?
Daniel: This is the forums and our department does not handle this, if this is confirmed then this will have been raised but facebook issues can usually be resolved by the above
steve : so is sam not a sony rep and if he is, is there no communication between the teams about "know issues"
Daniel: Im sorry if that didnt help if this is being investigated it should be resolved in future updates, This has not been confirmed as a known issue by ourselves and as already stated our response was the above steps, this usually corrects issues if not this seems to have been raised as you mnetioned but it seems to be something on the app version, have you tried the web version to see if its just the app specifically
steve : ok to post this chat
Daniel: No problem Steve, I would recommend clicking the ‘Email’ option on your chat screen before ending this chat. This will send a copy of our conversation to your email address also. I would suggest at one point even if you dont use the browser to try it as it may narrow down the issue.
Daniel: Sorry for the issues Steve if this is confirmed as raised that should be the case otherwise try the web browser and let us know if that is any different. Is there anything else I can help you with in the mean time?
