My5 app is frozen.

[HelenHep]

So frustrating! All other apps work fine but tried my5 soooo many times and it just keeps on freezing!! Really not good 

[savage59]

Same here with My5 app tried everything reboot, refresh apps nothing is working  I'm so frustrated because it was fine a few days ago, I don't know what more I can do now 

[Daniel-F · Accepted solution]

Hi all,

I hope everyone is doing well!

Just reaching out to ask a bit more on this issue.  If you are still having the My5 app freezing can you:

1) confirm that is the case still in the reply

2) in the same message, give me a bit of an account on what's actually happening when the app freezes. IE, is the app freezing when you start to playback content? 

3) Finally, have there been any solutions that you have found which at least intermittently fix the issue for a time?

Any other information you think would be helpful would be great 🙂

Marking this as the answer (for now) just so it's at the top of the thread for new user vistiing.

[savage59]

I rebooted a few times and reset apps, it is working now but I don't know if it will work for long, I couldn't find where to clear cache 

[Fothergill1]

Hi @savage59 To clear the cache you need to refresh your apps at Settings > System Management > Resets & Updates > Refresh Apps (do not factory reset).

The process can take a few hours but is done in the background do you can continue watching your Glass TV.  I tend to do it at the end of the day so it has overnight to complete the refresh.

[Daz_at_WR8]

Not a fix but 

Exit My5 app and go into another platform, netflix, player etc

Once loaded exit that platform and go back into My5.

Ours works every time..

Still frustrating tho.

Also does it on all four tvs.

I'm thinking it's a cookies issue

[MisterM18]

@Daniel-FI have posted recently on here https://helpforum.sky.com/t5/Sky-Glass-Live/Unable-to-access-the-My5-app/td-p/4671546 outlining similar problems with accessing content on the My5 app.

Despite me contacting Sky by phone on 18th June 2024 and then again on 27th June 2024, I have not heard anything whatsoever back from anyone at Sky since.

As it is now clear that numerous Sky customers are experiencing similar issues using the My5 app, do you have a date when will this matter be resolved?

[Anonymous]

Same problem with My5 app

Tried the switch it off and switch it on gambit, gone to Settings updated apps (twice) and restart.
No joy 
It won't restart a programme I paused just the hypnotic circle of orange lines cycling
Tried to open the app - App page appears with age & parental control number page superimposed - enter code and the cycling circle of orange lines appears - no error codes & cannot use the screen menu at all

[Fothergill1]

@Anonymous In the past when I have had an issue with My5 I find simply opening another app and once it has loaded going back to My5 and it will work correctly again.

I appreciate this is not a permanent solution to the problem but it does at least get me watching My5 again.

[Tbren]

The my5 app is still freezing after answering the are you over 18 part.

You can't even go into the settings on the app. I've tried the main settings for refreshing the app, that didn't work either. Why aren't sky doing something there is obviously an issue, and it seems mainly with sky glass customers. 

[Janet561]

When switching to the my5 app it freezes and only the home button operates