My5 Sky Glass not loading

[JaggyB]

My5 will not load on my Sky Glass but will play on bedroom TV via our puck. I have switched off at wall. Updated and refreshed app but still nothing. I saw before in another post an email address to contact regarding this problem but can't find it now. Can anyone help me please?

[Tom-W19]

Hi @JaggyB 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[JaggyB]

Thank you. All working now with the help from Sky.  I really appreciate all the advice given. 👍🏼😊

[Fothergill1]

@JaggyB  It's good news that you are now up and running with My5 😀.  If you have time can you post the solution you were given by Sky as it will help other when they encounter a similar situation.

[Rsimkin]

Hey,

Mine is the same can you help?

Just buffering 

[Den2410]

Has anyone had this problem?  It just stopped working, at first it said technical problems and then just would not load, please HELP!

[Den2410]

I am having the same problem too

[Den2410]

Could you help me please?

[Fothergill1 · Accepted solution]

Hi @Den2410  There a couple of things you could try.

Firstly try restarting the Glass/puck by going into Settings > System Management > Resets & Updates > Restart device.  It takes about 3 minutes to completely reboot. You will have a blank screen for a couple of minutes before the Sky logo appears so don’t be concerned when this happens.

You could also refresh your Apps by going to the same menu as mentioned above but selecting Refresh Apps.  This process is not immediate and can take up to 24 hours (I believe) to finish the process.  It is done in the background so you can still continue watching your Glass TV.

Other people have been experiencing a similar problem lately. See THIS link.

[DEAN132]

MY5 app is not working, just keeps buffering and will not load any content. Does anyone know how to fix this?

I have tried to refresh the apps and restart the tv and nothing has worked

[Glad1]

My5 app is not loading on my sky glass. It shows me the Milkshake screen and then just goes around in circles 

[mick2562]

Did anyone get a resolution for this issue as mine still not working 

[Glad1]

Nope mine still dies not work either. 

[JaggyB]

Hiya everyone, It has been a wee while but I think I emailed Sky through the mysky and explained what was wrong and they sent me instructions to follow. I have looked for an email but can't find any. I did everything they advised and it worked.....sorry I am not more help. 

[Glad1]

Thanks. I will email them.