All non-sky apps disappeared from sky glass TV

[JagT]

I don't have sky subscription just use apps in Sky glass  but suddenly all my apps on sky glass TV disappeared - except Sky sports and sky

[Jporch316]

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@JagT wrote:

I don't have sky subscription just use apps in Sky glass  but suddenly all my apps on sky glass TV disappeared - except Sky sports and sky

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Hi 

have you tried pulling the plug for a few minutes ? This can often clear glitches. 

have you cancelled your sky account ? (Not subscription) as you need this to be able to continue to use the tv after cancelling your subscription 

[Anonymous]

You can also try refreshing the apps in Settings > System Management > Resets and Updates. 

I had a very similar issue to this on Sky Q and the equivalent steps fixed it for me but it took a while for them to all come back. An hour or two if I remember correctly.

[KevNewMedia]

Hi @JagT 

Welcome to the Sky Community 😀

We're currently investigating this problem and will get back to you as soon as we hear back.

Can I ask that you do not factory reset your TV as it may cause further problems, where your TV will be looking for a subscription.

I'm marking this as the answer, so the most up-to-date information is available.

[mused]

I'm having the same problem. Is there an update on this? Thank you

[KevNewMedia]

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@mused wrote:

I'm having the same problem. Is there an update on this? Thank you

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Morning @mused 

Is it now working for you OK?

[mused]

Unfortunately not. I have restarted several times and refreshed the apps. It is only showing apps for Sky, Sky News, Sky Sports and Sky Store. If I click on one of the banners like for BBC iPlayer it says "To use this service, you need to upgrade your subscription." But I've been using the apps for a year without a subscription. 

[KevNewMedia]

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@mused wrote:

Unfortunately not. I have restarted several times and refreshed the apps. It is only showing apps for Sky, Sky News, Sky Sports and Sky Store. If I click on one of the banners like for BBC iPlayer it says "To use this service, you need to upgrade your subscription." But I've been using the apps for a year without a subscription. 

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Have you tried this morning @mused 

[mused]

Yes still the same

[JagT]

Thank you , mine is sorted automatically now - I can see the apps back on

[JagT]

Thank you for looking in to this issue and sorting it out

[Shtormyweather93]

Sky, I have the exact same issue and I have raised a complaint through the chat service. I reset the TV to factory settings, I have refreshed the apps and I have updated the software. I also did a hardware reset. I did these steps and waited 24 hours but the issue remained so I did them again. This issue began last Wednesday and I am still having the same problem today. 

I can only see the sky apps but when I select them it says to use the service you need to upgrade your subscription. All non sky apps are not showing at all and are also not showing in the store. 

A friend of mine is also having the exact same issue with the same results after doing the troubleshooting. Is this some issue with regard to updates going to the Gen 2 TVs? 

Do you have a cause and would you have a solution yet? 

[mused]

@KevNewMedia It looks like something has updated as all the apps are back this morning and working. Thanks for your help.

[Jporch316]

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@Shtormyweather93 wrote:

Sky, I have the exact same issue and I have raised a complaint through the chat service. I reset the TV to factory settings, I have refreshed the apps and I have updated the software. I also did a hardware reset. I did these steps and waited 24 hours but the issue remained so I did them again. This issue began last Wednesday and I am still having the same problem today. 

I can only see the sky apps but when I select them it says to use the service you need to upgrade your subscription. All non sky apps are not showing at all and are also not showing in the store. 

A friend of mine is also having the exact same issue with the same results after doing the troubleshooting. Is this some issue with regard to updates going to the Gen 2 TVs? 

Do you have a cause and would you have a solution yet? 

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Hi 

the original answer to this issue specifically stated not to reset the tv to factory settings as this can lead to further problems ..... you will need to contact sky to re activate the tv on your account if possible . 

[Shtormyweather93]

I was told to reset to factory settings by a sky chat agent