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Discussion topic: All4/Channel 4 app not loading

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This message was authored by IanMcK This message was authored by: IanMcK

All4/Channel 4 app not loading

I'd anyone else having issues with the All4/Channel 4 app on Sky Glass? Since Friday when trying to open the app or 'Continue Watching', it tries opening but you just see the '4' logo spinning and nothing happens.

 

 I've switched off the tv, have reset and have also updated apps many times since; and no change.

 

Sky have advised me to contact the app creators as it's not an issue their end. I have raised with Channel 4 via contact options within the app on my phone and an waiting on a reply.  I just want to know if this is happening to me only or if it's more widespread?


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This message was authored by Daniel-F This message was authored by: Daniel-F Answer

Re: All4/Channel 4 app not loading

Posted by a Sky employee

Hi all,

 

Small update on this there has been a change made and we are keen to hear any feedback from users.  In order to get this change we need you to complete an apps refresh which can be done in Settings > System Management > Resets & updates > Apps Refresh.

 

When the Apps refresh is completed, try the Channel 4 app again and let me know if the issue is still on going or not.

 

If the issue comes back, I will require the below information.

 

  1. confirm your broadband speed (can use an independant speed test on another device).
  2. Do other apps load ok?  (Like ITVX/My5/BBC)
  3. Provide me your Channel 4 app User ID & session ID found in the app by C4 app: SETTINGS > System information > and provide the “User ID” and “Session ID” (screenshot is fine). 
  4. If the apps completely inaccessible on your Sky Glass or Sky Stream, sign into your Channel 4 account using a different device & get me this detail instead along with confirming the device used.

Send me the above in a PM

 

**If your issue is not that the channel 4 app does not load on app launch, please start a new thread on our discussion board.**

 

I'm marking this as the answer (for now) so that new users can see this most up to date request for help in investigating this.

Daniel
Community Moderator

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This message was authored by PeterinBristol This message was authored by: PeterinBristol

Cannot connect to Channel 4 app

The system will not connect to the Chanel 4 app. Please advise. All other apps are working OK

This message was authored by Padam_Padam This message was authored by: Padam_Padam

Re: Cannot connect to Channel 4 app


@PeterinBristol wrote:

The system will not connect to the Chanel 4 app. Please advise. All other apps are working OK


It's a fairly common occurance at the moment it seems. Channel 4 and Sky are supposed to be working on a fix. You may be able to temporarily fix it by rebooting the TV (turn it off at the wall for a minute then power back on.)

This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Cannot connect to Channel 4 app

Posted by a Superuser, not a Sky employee. Find out more

@PeterinBristol 

 

I'd suggest taking a look at this thread: https://helpforum.sky.com/t5/Sky-Glass-Live/Channel-4-app-on-sky-glass-goes-to-a-blank-screen/m-p/45...

 

Its an issue Sky are aware of and are engaging with Channel 4 to get it resolved. The post marked as answer on that thread is a workaround that should help solve it.

Sky Stream user. Former Sky+ HD and Sky Broadband customer

Please LIKE any responses you found helpful

Please mark a response as an ANSWER if it has solved your query/issue


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This message was authored by SteveB661 This message was authored by: SteveB661

We cannot currently view our Channel 4 app programmes

We currently cannot view channel 4 through the app on our Sky Glass? We can watch channel 4 on live tv but nothing shows when we try to use the app?
This message was authored by Fothergill1 This message was authored by: Fothergill1

Re: We cannot currently view our Channel 4 app programmes

Posted by a Superuser, not a Sky employee. Find out more

@SteveB661 There are some known issues with the Ch4 app at the moment.  Have a look at the following thread and in particular the "Answer" which gives you a temporary solution.

Ch4 blank screen

 

------------------------------------------
If my post has solved your issue please mark as an "Answer"
If it has helped please give it a "Like"
This message was authored by Paulsatts This message was authored by: Paulsatts

Recording on channel 4 will not work on sky glass tv but will on my normal tv

Recording on channel 4 will not work on sky glass tv but will on my normal tv

 

This message was authored by GD1 This message was authored by: GD1

Re: Recording on channel 4 will not work on sky glass tv but will on my normal tv

Posted by a Superuser, not a Sky employee. Find out more

@Paulsatts  Sky Glass cannot record, you add things to a playlist.  https://www.sky.com/help/home/sky-tv/sky-tv-glass/using-sky-glass/using-sky-glass-playlist/articles/...

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.


This message was authored by Paulsatts This message was authored by: Paulsatts

Re: Recording on channel 4 will not work on sky glass tv but will on my normal tv

Yes sorry I meant the playlist on channel 4 will not work 

 

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Recording on channel 4 will not work on sky glass tv but will on my normal tv

Posted by a Superuser, not a Sky employee. Find out more

@Paulsatts 

 

A couple of other posts today suggest the C4 app on Glass/Stream is struggling more than usual.  'Playlisting' C4 content will almost always trigger the app for playback.

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by Jonsey52 This message was authored by: Jonsey52

Re: Cannot connect to Channel 4 app

Same with me called sky said to scroll down to bottom of screen select settings scroll to system management right click go to reset and updates right click refresh apps. Didnt work for me but might gor you. Good luck. 

This message was authored by mikealanr This message was authored by: mikealanr

Re: All4/Channel 4 app not loading

Posted by a Superuser, not a Sky employee. Find out more

Hi @IanMcK 

 

I'm watching on demand on C4 right now with no issues (George Clarke's Amazing Spaces launched from Entertainment OS UI). I guess a question would be who is your ISP? It could be an issue with a non UK IP address. Have you powered off your router for a few minutes as well as the TV?

 

MikeAlanR

---
65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Former Sky Q, Sky+ HD and Sky+ customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
IanMcK
Topic Author
This message was authored by IanMcK This message was authored by: IanMcK

Re: All4/Channel 4 app not loading

Hi @mikealanr 

 

Thank you for your reply. Following your advice I powered off my Glass TV as well as the Internet router for 5mins. They are back on but trying to connect the All4/Channel 4 app is still met with just the '4' logo spinning and not connecting.

 

 Our ISP is EE and has been for years; with no issues experienced until now with this. Using other apps within the Glass tv is fine. It's solely this app.

 

I can access the app on my iPhone without issue too; whilst using the same internet connection.

 

 Thanks again.

This message was authored by mikealanr This message was authored by: mikealanr

Re: All4/Channel 4 app not loading

Posted by a Superuser, not a Sky employee. Find out more

@IanMcK interesting I'm an EE customer here too. When you say reset have you done a full factory reset? Nuclear option but my resolve... However I would only do this if you were on the phone to Sky as problems can occur.

 

MikeAlanR

---
65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Former Sky Q, Sky+ HD and Sky+ customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
IanMcK
Topic Author
This message was authored by IanMcK This message was authored by: IanMcK

Re: All4/Channel 4 app not loading

@mikealanr It's very odd I agree. I've done everything but the full factory reset. As you say, it's a last resort.

 

 Sky advised I ask the All4/Channel 4 support team so I've messaged them and an awaiting a response. If no joy, I'll contact Sky again and maybe like you say, suggest a full reset with a support technician on a call at the same time.

 

I can now say it's not related to the ISP as per your confirmation you use the same provider; so thank you for that, as this will help!

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