topic Re: My5 won’t load on on my Sky Glass in Sky Glass

My5 won’t load on on my Sky Glass

Stephie24 — Thu, 16 Jan 2025 12:26:42 GMT

Hi,

My5 app on my sky glass and all the pucks won't load programmes. It lets me choose the programme but then just sits buffering and then the app freezes and I can't do anything else. Anyone else had this problem and know how to fix it?
Thanks 😊

Re: My5 won’t load on on my Sky Glass

lettice — Thu, 16 Jan 2025 12:48:51 GMT

First try a restart of your SKU Glass TV and all your pucks.

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

If, still having problems, do a refresh of your apps;

Press Home on your Sky remote, then select Settings
Press System management then Resets and updates and finally Refresh apps.
You'll see a message that says, 'Your apps are being refreshed'.
Press Dismiss to return to normal viewing.

The refresh can take 24 hours to complete.

Re: My5 won’t load on on my Sky Glass

Stephie24 — Thu, 16 Jan 2025 13:22:55 GMT

Hello,

Thanks for your reply. We have already done these steps and it is still doing the same thing. Not sure what to do next?

Thanks!

Re: My5 won’t load on on my Sky Glass

lettice — Thu, 16 Jan 2025 14:05:53 GMT

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: My5 won’t load on on my Sky Glass

Tom-W19 — Thu, 16 Jan 2025 14:21:23 GMT

Thanks for escalating. We've sent an invite to @Stephie24.

Re: My5 won’t load on on my Sky Glass

SarahS2025 — Sun, 19 Jan 2025 16:33:41 GMT

We have exactly the same issue and have reset and refreshed and still getting a black My5 screen?

Re: My5 won’t load on on my Sky Glass

Tyke73 — Mon, 20 Jan 2025 01:20:15 GMT

Hi I am having the same issue wit My5 as well was ok last week but it loads let's me click on the programme but the screen just goes blank. I'm having the same problem with STV player the others seem to be fine. I've tried all the suggested steps but nothings worked.

Re: My5 won’t load on on my Sky Glass

Lisa-P1987 — Mon, 20 Jan 2025 11:55:15 GMT

Hi there SarahS2025 Tyke73 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: My5 won’t load on on my Sky Glass

Hunter2660 — Mon, 20 Jan 2025 17:28:46 GMT

@Tyke73 wrote:
Hi I am having the same issue wit My5 as well was ok last week but it loads let's me click on the programme but the screen just goes blank. I'm having the same problem with STV player the others seem to be fine. I've tried all the suggested steps but nothings worked.

I'm having issues with the ITVX app with a black screen when the ads start during any programme selected. I press F/W and it clears it. Try that, see if it works.

Re: My5 won’t load on on my Sky Glass

Fothergill1 — Mon, 20 Jan 2025 18:49:12 GMT

@Hunter2660 Agreed. When the adverts start on ITVX and I get a blank screen I think it's brilliant as I can bypass the ads entirely by a single press on the FF button, if on the other hand it starts to play and advert I'm disappointed as I now have to FF through the lot..

Re: My5 won’t load on on my Sky Glass

BigHeroG — Sat, 25 Jan 2025 20:43:51 GMT

I have started to experience the same issues since changing from BT to Sky broadband on 31st December.

Can load the app and select programmes, but it never gets pass 2nd advert on all programmes we try.

Have tried the refresh apps option without a resolution. Had an issue with Disney+ not loading at all which was resolved by Disney+ support reconfiguring network settings at their end.

Reluctant to restore factory settings, when it's only Channel 5 that's problematic.

Can this be passed to an expert please.

Re: My5 won’t load on on my Sky Glass

Ani31 — Fri, 14 Feb 2025 16:45:40 GMT

Also have same problem on Sky Glass and My5. Not working since before Christmas.

How to delete an app from the tv

Chris482 — Tue, 18 Feb 2025 16:41:55 GMT

The my 5app is freezing on a continue watching demand and comes up with a kids tv program that I can't get rid of

Re: My5 won’t load on on my Sky Glass

lettice — Tue, 18 Feb 2025 16:54:26 GMT

@Chris482

Escalating

Re: How to delete an app from the tv

Mr+Flibbles+86 — Tue, 18 Feb 2025 17:09:31 GMT

Thanks for escalating this. We’ve sent an invite to chat.

Re: My5 won’t load on on my Sky Glass

BigHeroG — Tue, 18 Feb 2025 18:53:43 GMT

@lettice

@Lisa-P1987

I know don't even get to the programmes dashboard and adverts having refreshed apps, rebooted FTTP and router including sky glass.

It's a kids program called Milkshake and after selecting OK, I get a spinning wheel that doesn't go away.

What is going on and why is there not better resolution through the tv help.

All started since switching to Sky Broadband ironically.

If someone could get in touch directly to check or reset ip address or whatever is required to overcome these issues.

Re: My5 won’t load on on my Sky Glass

lettice — Tue, 18 Feb 2025 19:11:23 GMT

@BigHeroG wrote:

@lettice

I know don't even get to the programmes dashboard and adverts having refreshed apps, rebooted FTTP and router including sky glass.

It's a kids program called Milkshake and after selecting OK, I get a spinning wheel that doesn't go away.

What is going on and why is there not better resolution through the tv help.

All started since switching to Sky Broadband ironically.

If someone could get in touch directly to check or reset ip address or whatever is required to overcome these issues.

Let's try and help a little tonight and then tomorrow morning if no joy, we will get you escalated to the Sky community messaging team for some further help.

Assume first, do a restart of your Sky Glass, even if you have done it recently.

Go to Settings>Systems Management>Resets & Updates
Select Restart device.

Your Sky Stream puck will perform a reboot. It will take a few minutes to complete

Hopefully, you have tried refreshing the apps on your Glass, but even so give it another go tonight.

Press Home on your Sky remote, then select Settings
Press System management then Resets and updates and finally Refresh apps.
You'll see a message that says, 'Your apps are being refreshed'.
Press Dismiss to return to normal viewing. The refresh can take some hours to complete, has been known to take up to 24 hours.

Once that refresh has been actioned, put the Sky Glass into standby mode, not powered off.

Do a power restart of your Sky broadband hub.

Leave it off power for at least ten minutes, before starting up again.

Once hub is back up, try your My5 on your Sky Glass, the refresh may have happened, but if still failing, try again in morning and if still not working, we will escalate as Mentioned above.

My5 App won’t load properly

T333 — Tue, 18 Feb 2025 20:40:47 GMT

If you refresh and restart it does but it takes at least an hour each time I want to watch a programme. Sky Can you please sort please.

Re: My5 won’t load on on my Sky Glass

NS10 — Fri, 21 Feb 2025 06:49:59 GMT

Is there a resolution to this problem? I have the joy of only being able to see the 'milkshake' advert and a go button. Click the go button and all I get is the circle of doom, buffering. I've tried to update the apps on system info & restart but there's no change.

My5 App is frozen on our Sky Glass, cannot load any of the programmes. Very frustrating.

Sylv5 — Sat, 22 Feb 2025 17:09:30 GMT

Tried to go through settings but no joy