Can’t access stv player

[AdeleLatta]

Trying to playback Emmerdale on stv player and screen is blank or freezes. Turned tv off and back on and still the same issue. Tried other tv in house and all is good with that. 

[SuperMatt]

Hi there, @AdeleLatta. I'll send you an invite to a private chat shortly and we can help you.
 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours. 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#M141
 

[brownlinda]

Have you had any luck cos this is annoying

[AdeleLatta]

Matt is trying to help me out. I've done a reset on the tv and got all the updates.  This worked. However when I went back to it a few hours later I was back at the same problem.  Im now going to try refreshing the app as he suggested. Trying that tonight when I get home. 

[brownlinda]

I have unplugged and plugged tv in.....nothing. So far I have been on the phone for almost 2 hrs following instructions.  I don;t think there is anything left to update.  Yesterday I was told it could take up to 24 hrs for the update to install. It didn't work. Sky guy phoned me back about 20 mins ago to check. He has now sent my email address to STV who deal with the app. This could take up to 2 days for them to reply. Sky guy will call me again on Saturday.... will let you know how it goes with STV app man.

[brownlinda]

forgot to say I either get a black screen or the picture for the programme CORONER. 

[AdeleLatta]

That's exactly what I get. Same problem. Working fine one day and next day this!!  It's a sky glass tv I have. I done what they said. Took the plug out wall for 5 mins. Held in the standby button and plugged tv back in. When red light started to flash let go of the button and tv done a full reset. This did actually work. Was quite pleased with myself. Then I sat down to watch emmerdsle later and back to the Coronor screen that just freezes. Matt told me to refresh the stv player app so trying that tonight. Fingers crossed. I have another tv in the house that uses a puck. That seems to be working ok. No idea. 

[lainys]

Good afternoon brownlinda, thank you for letting us know you have been in touch with us by phone. Sorry to read the issue can take up to 2 days to resovled. 

If we can help you with anything else please let us know. 

Lainy

[AdeleLatta]

I've now tried updating the apps as suggested but has made no difference 😢

[lainys]

Hi there @AdeleLatta  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. Please be aware conversations automatically close if there is no response within 48 hours.

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#M141
 

[AdeleLatta]

I'm unable to get into my messages today to see any reply's. Is there an issue? 

[_Claire]

Hi @AdeleLatta, thanks for getting back in touch. I can see your chat with Jillian yesterday had been closed as the matter has been escalated to our apps support teams. They will contact you by email directly within 72hrs 🙂

Please let me know if there is anything else you need help with.

[AdeleLatta]

Many thanks Claire. Thought I had lost the conversation. So I just wait on an email now?

[_Claire]

You're more than welcome. Yes, absolutely! The lovely Jillian has everything in hand regarding the referral, so it is just waiting for that email now.

And of course we'll still be here if you need more support in the future 😊

[AdeleLatta]

Perfect. Thanks Claire.