My5 won’t load on on my Sky Glass

[BigHeroG]

@lettice

@Lisa-P1987 

I know don't even get to the programmes dashboard and adverts having refreshed apps, rebooted FTTP and router including sky glass.

It's a kids program called Milkshake and after selecting OK, I get a spinning wheel that doesn't go away.

What is going on and why is there not better resolution through the tv help.

All started since switching to Sky Broadband ironically.

If someone could get in touch directly to check or reset ip address or whatever is required to overcome these issues.

[lettice]

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@BigHeroG wrote:

@lettice

I know don't even get to the programmes dashboard and adverts having refreshed apps, rebooted FTTP and router including sky glass.

It's a kids program called Milkshake and after selecting OK, I get a spinning wheel that doesn't go away.

What is going on and why is there not better resolution through the tv help.

All started since switching to Sky Broadband ironically.

If someone could get in touch directly to check or reset ip address or whatever is required to overcome these issues.

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Let's try and help a little tonight and then tomorrow morning if no joy, we will get you escalated to the Sky community messaging team for some further help.

Assume first, do a restart of your Sky Glass, even if you have done it recently.

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

Hopefully, you have tried refreshing the apps on your Glass, but even so give it another go tonight.

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 some hours to complete, has been known to take up to 24 hours.

Once that refresh has been actioned, put the Sky Glass into standby mode, not powered off.

Do a power restart of your Sky broadband hub.

Leave it off power for at least ten minutes, before starting up again.

Once hub is back up, try your My5 on your Sky Glass, the refresh may have happened, but if still failing, try again in morning and if still not working, we will escalate as Mentioned above.

[T333]

If you refresh and restart it does but it takes at least an hour each time I want to watch a programme. Sky Can you please sort please. 

[NS10]

Is there a resolution to this problem? I have the joy of only being able to see the 'milkshake' advert and a go button. Click the go button and all I get is the circle of doom, buffering. I've tried to update the apps on system info & restart but there's no change.

[Sylv5]

Tried to go through settings but no joy

[lettice]

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@Sylv5 wrote:

Tried to go through settings but no joy

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I've moved your post to this ongoing discussion thread on the issue  here.

Have a read o& this thread and try some of the suggestions in this thread, they may help.

Sky are aware of the  problem and investigating

[NS10]

I have the same issue and have done everything suggested. Seems this issue affects many sky users so I for one, look forward to a speedy resolution!

[Ryan144]

I'm having the same issue 

[DPG67]

Having the same issue.

Have tried the restart option and app refresh option but no joy.

Every time I click on a My5 program I get the the Milkshake advert followed by the circle of doom.

surely Sky have an answer by now!!!!

[M.D.G.]

I am having the same issue with my5

[Gemma6304]

Hi I'm having the same issue comes up with the children's milkshake advert then buffering the app won't load.  I have refreshed my device and refreshed  my apps but it's still not working 

[Grolschy]

DON'T KNOW IF THIS WILL HELP?

I had the same problem, so I followed the previous advice,

1, turn TV off

2, turn off router and left for 10 mins

3, turned tv back on

4, turned router back on.

My5 loaded.

NOW as long as I exit playback before I exit the app it seems to load.

May help?

[Grolschy]

Further to my last post, not sure but the app may have been updated as "wheel of death" is now purple and the play seems to have changed appearance. 

Good luck

[lettice]

Noticed the My5 app has been changed over to the new 5 app today on my Sky Stream pucks, so should be same on Sky Glass.

Just wondering if the push out of this new version, dated in About on the app with a version date of 4/3/2025 has resolved the issue for those having load problems with the My5 app, that was last version released in January 2025.

[Simon1869]

Been having the same issue for 6 months. Tried all the suggested fixes, but nothing has worked. Even after the appupdated to the new version. Just got a purple spinning thing.