My5 won’t load on on my Sky Glass

[Stephie24]

Hi, 

My5 app on my sky glass and all the pucks won't load programmes.  It lets me choose the programme but then just sits buffering and then the app freezes and I can't do anything else. Anyone else had this problem and know how to fix it? 
Thanks 😊

[lettice]

First try a restart of your SKU Glass TV and all your pucks.

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

If, still having problems, do a refresh of your apps;

1. Press Home on your Sky remote, then select Settings
2. Press System management then Resets and updates and finally Refresh apps.
3. You'll see a message that says, 'Your apps are being refreshed'.
4. Press Dismiss to return to normal viewing.

The refresh can take 24 hours to complete.

[Stephie24]

Hello, 

Thanks for your reply. We have already done these steps and it is still doing the same thing. Not sure what to do next? 

Thanks! 

[lettice]

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Tom-W19]

Thanks for escalating. We've sent an invite to @Stephie24.

[SarahS2025]

We have exactly the same issue and have reset and refreshed and still getting a black My5 screen? 

[Tyke73]

Hi I am having the same issue wit My5 as well was ok last week but it loads let's me click on the programme but the screen just goes blank. I'm having the same problem with STV player the others seem to be fine. I've tried all the suggested steps but nothings worked. 

[Lisa-P1987]

Hi there SarahS2025  Tyke73 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

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

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

[Hunter2660]

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@Tyke73 wrote:

Hi I am having the same issue wit My5 as well was ok last week but it loads let's me click on the programme but the screen just goes blank. I'm having the same problem with STV player the others seem to be fine. I've tried all the suggested steps but nothings worked. 

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I'm having issues with the ITVX app with a black screen when the ads start during any programme selected. I press F/W and it clears it. Try that, see if it works.

[Fothergill1]

@Hunter2660 Agreed.  When the adverts start on ITVX and I get a blank screen I think it's brilliant as I can bypass the ads entirely by a single press on the FF button, if on the other hand it starts to play and advert I'm disappointed as I now have to FF through the lot..

[BigHeroG]

I have started to experience the same issues since changing from BT to Sky broadband on 31st December. 

Can load the app and select programmes, but it never gets pass 2nd advert on all programmes we try.

Have tried the refresh apps option without a resolution. Had an issue with Disney+ not loading at all which was resolved by Disney+ support reconfiguring network settings at their end.

Reluctant to restore factory settings, when it's only Channel 5 that's problematic.

Can this be passed to an expert please.

[Ani31]

Also have same problem on Sky Glass and My5. Not working since before Christmas.

[Chris482]

The my 5app is freezing on a continue watching demand and comes up with a kids tv program that I can't get rid of 

[lettice]

@Chris482 

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

Escalating 

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.