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Discussion topic: All4/Channel 4 app not loading

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This message was authored by OB25 This message was authored by: OB25

Re: All4/Channel 4 app not loading

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
Topic Author
This message was authored by IanMcK This message was authored by: IanMcK

Re: All4/Channel 4 app not loading

@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.

This message was authored by OB25 This message was authored by: OB25

Re: All4/Channel 4 app not loading

Thanks Ian - good to know.  

This message was authored by Laura0309 This message was authored by: Laura0309

Re: Channel 4 app logo spinning and not loading

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

This message was authored by jskyd This message was authored by: jskyd

Re: All4/Channel 4 app not loading

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

This message was authored by peter-marlow+1966 This message was authored by: peter-marlow+1966

Re: All4/Channel 4 app not loading

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  

This message was authored by OB25 This message was authored by: OB25

Re: All4/Channel 4 app not loading

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
Topic Author
This message was authored by IanMcK This message was authored by: IanMcK

Re: Channel 4 app logo spinning and not loading

@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.

This message was authored by peter-marlow+1966 This message was authored by: peter-marlow+1966

Re: All4/Channel 4 app not loading

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
Topic Author
This message was authored by IanMcK This message was authored by: IanMcK

Re: All4/Channel 4 app not loading

@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.

This message was authored by peter-marlow+1966 This message was authored by: peter-marlow+1966

Re: All4/Channel 4 app not loading

Ok glad you  got it  sorted 

This message was authored by Jones999 This message was authored by: Jones999

Re: All4/Channel 4 app not loading

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

IanMcK
Topic Author
This message was authored by IanMcK This message was authored by: IanMcK

Re: All4/Channel 4 app not loading

@Jones999  Great to see this forum helps 🙂

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

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
This message was authored by OB25 This message was authored by: OB25

Re: All4/Channel 4 app not loading

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.  

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