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.