topic Re: Play back programs on 5 and ITVX keep freezing in Sky Stream

Play back programs on 5 and ITVX keep freezing

shelagh21 — Tue, 04 Nov 2025 22:14:22 GMT

When watching a program or box set on play back it keeps freezing on the adverts and we

have to reset the program and watch the adverts more than once to get to the next section again and again and it's getting very annoying

when this contract finishes we will be moving

5 app freezing on skyglas

Jim194 — Thu, 06 Nov 2025 20:32:35 GMT

The 5 app keeps freezing on startup of a programme or if I persistent tried to watch, then after a advert it freezes again. Then tells me to reload the app, which can't do on skyglass. Tried the settings to update but nothing works.

Re start an app

Dad-dad — Fri, 07 Nov 2025 10:29:11 GMT

Channel 5 will not play recordings , message says we are experiencing some problems please restart the app How do I do this ?

Re: Re start an app

mikealanr — Fri, 07 Nov 2025 11:06:53 GMT

Hi @Dad-dad

Best thing to do is restart whole device (Settings > system management > resets and updates > restart)

You can force apps to restart by quitting the app using the back button and exit prompts > opening a different app and doing the same and then reopening the original app. But the best thing would be to restart the device fully.

MikeAlanR

Re: Re start an app

Fothergill1 — Fri, 07 Nov 2025 11:48:46 GMT

Hi @Dad-dad In addition to the restart already suggested you could also refresh your all your apps by going through the same menu structure as the restart but choosing Refresh apps (I would try the restart first as it is more likely to fix the issue).

The app refresh can take a few hours to complete so I tend to do it overnight and probably do it a couple of times a month along with a puck restart purely as a maintenance measure.

Re: 5 app freezing on skyglas

Gareth711 — Fri, 07 Nov 2025 19:37:58 GMT

I have same issue on stream.

starts, hangs, crashes, alwaslyscwhen the adverts kick in.

app works fine on Samsung TV, so is definitely the sky app version.

so buggy, makes you wonder if worth it.

Re: 5 app freezing on skyglas

Jim194 — Fri, 07 Nov 2025 19:45:53 GMT

My5, works great on my fire stick, and other smart TV's. Definately the problem is with the Sky app. The worst thing is I delete or reinstall app

Re: Re start an app

Help12342 — Sat, 08 Nov 2025 21:18:36 GMT

I have the same issue on channel 5 .. error message to restart app Have restarted puck and followed the settings to refresh all apps, the problem is still not resolved

Re: Play back programs on 5 and ITVX keep freezing

01Pk001 — Sat, 08 Nov 2025 21:31:10 GMT

I have the same problem. We have just moved back to Sky and i tegret it already.
when in playback the programme freezes on adverts or reads sorry we are experiencing problems please testart app.
its so frustrating. I just give up watching. It restarts the adverts

Re: Play back programs on 5 and ITVX keep freezing

YorkshirePete — Sat, 08 Nov 2025 21:39:22 GMT

I have the same issue too. Have just joined sky and have only had it around 3 weeks.

itvx seems to work and then crashes when the ads come on. It some times stops half way through a section and tells me my WiFi is an issue. Tested WiFi and I'm getting 90mbps so I don't think that's the problem.

My5 started doing the same thing today. Have done a hard reset and refreshed apps hoping that works but I'm guessing not

Re: Play back programs on 5 and ITVX keep freezing

Dazzasky — Sun, 09 Nov 2025 09:11:30 GMT

The Channel 5 app is very poorly implemented in my opinion and does freeze on occasions for me as well.

5 on demand is not working

Kennth+hill — Sun, 09 Nov 2025 09:44:15 GMT

This everyone havering problems. With five on demand can't play anything.on my sky glass and my sky puke

Re: Play back programs on 5 and ITVX keep freezing

lettice — Sun, 09 Nov 2025 10:19:31 GMT

I use the C5 app every day watching films and series.

Have had no recent issues and yesterday watched a few films and a series without issue.

Just been watching two columbo episodes this morning without issue that I had in Playlist.

It plays out fine and able to skip through the adverts with no problems.

@shelagh21 @YorkshirePete @01Pk001

Is it happening with a particular programme or all programmes?

If you do an app refresh, it can take up to 24 hours to complete. No need to keep refreshing, if you have done it in the last week or so.

Would also suggest if you have not already as well as doing a Sky Stream Puck settings restart, also restarting your broadband router.

Re: Play back programs on 5 and ITVX keep freezing

YorkshirePete — Sun, 09 Nov 2025 12:13:53 GMT

Hi thank you

i was teying to watch "Murder in Evensong" on catch up. As soon as it hit the adverts it stopped.

ive done a hard reset. Unplugged it left it a while andmplugged back in. Ive also done a app refresh.

Not kuch kore i can do. Is there an email to report things like this?

was able to watch on firestick which defeats the pointnod having sky but there you go.

Re: Play back programs on 5 and ITVX keep freezing

lettice — Sun, 09 Nov 2025 12:33:35 GMT

@YorkshirePete wrote:

Hi thank you

i was teying to watch "Murder in Evensong" on catch up. As soon as it hit the adverts it stopped.

ive done a hard reset. Unplugged it left it a while andmplugged back in. Ive also done a app refresh.

Not kuch kore i can do. Is there an email to report things like this?

was able to watch on firestick which defeats the pointnod having sky but there you go.

Ok I've just played out that programme and did get the issue on the second set of adverts.

Seems it could be programme specific.

Would suggest sending an email to the Sky Viewer relations team to report it, with the programme and episode details.
ViewerR@sky.uk
They do respond to emails with any updates for your queries or problems.

Re: Play back programs on 5 and ITVX keep freezing

01Pk001 — Sun, 09 Nov 2025 14:26:58 GMT

Thank you for the reply. Its when i am watching The Forsytes. It freezes in first set of adverts. I can skip through ads as i don't pay for ad free. I suspect they want the extra ad free revenue so will not rush to fix!

Re: Play back programs on 5 and ITVX keep freezing

lettice — Sun, 09 Nov 2025 14:29:06 GMT

@01Pk001 wrote:

Thank you for the reply. Its when i am watching The Forsytes. It freezes in first set of adverts. I can skip through ads as i don't pay for ad free. I suspect they want the extra ad free revenue so will not rush to fix!

Can you also please report to VR as in my post above, mentioning that programme and episodes affected.

Re: My5 won’t load on on my Sky Glass

Emma959 — Sun, 09 Nov 2025 14:38:07 GMT

I'm having this issue too, is there a successful fix yet? I can request the programme it plays one advert and then says the app has got a problem and I need to restart it. I've restarted, refreshed apps etc any other suggestions?? Thanks

Re: Play back programs on 5 and ITVX keep freezing

Fothergill1 — Sun, 09 Nov 2025 17:43:52 GMT

Hi @01Pk001 I believe this is a glitch with episode 3 glitch as I was able to watch episodes 1 and 2 of the Forsytes with no issues but watched episode 3 yesterday and after every set of adverts it produced an error message saying there was a problem. I persevered and finally managed to watch the entire episode. I reported it to ViewerR@sky.uk

Re: Play back programs on 5 and ITVX keep freezing

YorkshirePete — Sun, 09 Nov 2025 17:51:09 GMT

Ive reported Murder Before Evensong as i couldnt get past the adverts. Tried again tonight Ep4 and didnt even get to the opening credits.