All4/Channel 4 app not loading

[OB25]

I've got the exact same priblem - been like this for over 3 months now.  Rang Sky support who said it was a glitch in the system and their software guys were working to resolve issue.  In the meantime I could try to re-set my tv which would mean inputting everything again with no guarantee of a fix!     Decided to wait until the Sky software guys come up with a solution but it's taking way too long.  

[IanMcK]

@OB25 Yeah I got passed around between Sky and the app team too. Turning the tv off completely didn't help at all; so doing the factory reset was the only option left. The Sky support team said this should only really be completed with their guidance but I was happy enough doing it myself. It does require you to sign in to everything again; so if done make sure you know logins/passwords. After doing this we have had no further issues whatsoever, so it did solve the issue for us.

[OB25]

Thanks Ian - good to know.  

[Laura0309]

Can you tell me exactly how you did the reset just to make sure I am doing it correctly? Thanks

[jskyd]

turn on tv & puck. scroll down to settings go to system management  go to system info go to reset &update select factory reset follow on screen instructions 

have passwords ready for apps after reset you will have to sign in as you did when first setting up 

hope this helps

[peter-marlow+1966]

Do not do a factory  reset  without  being  on the phone  to  a sky  advisor  as you can unlink your sky glass tv  from  your  account  

[OB25]

Does that also apply if you don't have a Sky Glass TV?  My TV is a Sony but I have the Sky puck streaming.    

Ian (see above) managed to do it successfully without any support.  

[IanMcK]

@Laura0309 The steps I followed for this are below:

1. Press and hold the Standby button on the right-hand side of the Sky Glass TV.
2. Keeping your finger on the button, switch the power off and then back on at the main plug and wait until you see the LED lights flash, then remove your finger.

 After doing the above the system completely reset and access to the app was okay again. Had to sign in to everything again.

 As previous posts, Sky did say this should really be done with their guidance; although I did this myself. I did this weeks ago and have had no issues since.

[peter-marlow+1966]

Yes it applies  to the puck aswell  don't  do any factory reset  on a puck, or sky glass  tv without  being  on the phone  with a sky advisor many people  on have done it without  the help  of an advisor  and had more problems  because  of it  and had to connect  sky after 

[IanMcK]

@Jporch316  This was my original post but I solved the issue by following the reset process as detailed in my earlier posts. I have had no further issues since doing this weeks ago; access to my Sky Glass tv and all apps is as it was prior to the issues I was experiencing.

[peter-marlow+1966]

Ok glad you  got it  sorted 

[Jones999]

Thanks for the advice. 
I've carried out a factory reset of the Puck  (via Settings)  and this has worked. 

[IanMcK]

@Jones999  Great to see this forum helps 🙂

[Daniel-F]

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.

[OB25]

Hi Daniel

Tried the 'refresh' - didn't work.  Channel 5 is the only problem - everything else ok.  I'll try the factory reset but will need to dig out my various passwords first!    I may wait until I have my 'techy' friend around or else I'll call your Sky team.