Channel 4 app keeps going back to start of episode after adverts

[Speve]

Every time we watch something on the app it defaults to the start of the episode after every advert break whi ch then means we have to forward it to where we last watched it ver infuriating.

we have tried resetting the app to no effect.

[Anonymous110]

Me too. So annoying. 

[Wibbly-Woo]

Same here - has anybody actually looked at this yet ?

Trying to Watch episodes of Time Team and having to reset the position of the "slider" at the end of every advert - it's extremely annoying !

[stereohaven]

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@Wibbly-Woo wrote:

Same here - has anybody actually looked at this yet ?

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Not that I know of.

Some users are also having a similar issue with the U app:https://helpforum.sky.com/t5/Sky-Q/U-App-on-Sky-Q-Jumping-to-Different-Episode-after-Ads/m-p/5089612... 

I will flag this with the Sky team but recommend users also raise it with Channel 4 directly as often the fix needs to come from them.

[Wibbly-Woo]

@stereohaven 

Don't you think that, since it is happening on two different feeds (ch4 and U) - The issue is more likely to be with Sky than two seperate feeds ?

[stereohaven]

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@Wibbly-Woo wrote:

@stereohaven 

Don't you think that, since it is happening on two different feeds (ch4 and U) - The issue is more likely to be with Sky than two seperate feeds ?

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Possibly, hence I raised both with Sky, but...

1. It is a similar issue, but not exactly the same
2. It doesn't impact other apps
3. It doesn't impact everyone it seems

That points to a localised issue regarding advert injection, which is app related. The solution might need teams from both sides to work on it though, share logs etc.

[Wibbly-Woo]

@stereohaven 

I bet that it is linked to "Ad-skipping"

trying to be  too clever 

I have reported the issue to CH4 

[Wibbly-Woo]

I have heard back from Ch4

• Please power down your Sky Q device and internet modem by switching them off at the wall for 30 seconds then turning back on. (Please allow 5-10 minutes for devices to reconnect to the internet)
• Please action any firmware updates available for your Sky device
• Please action any updates available for the Channel 4 app (There was a recent app update for Sky)

How do I action updates for ch4 app on Sky Q ? Surely that is in the hands of Sky....? 

[stereohaven]

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@Wibbly-Woo wrote:

How do I action updates for ch4 app on Sky Q ? Surely that is in the hands of Sky....? 

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You can instigate an "apps refresh" that can take up to 24 hours to complete.

To enter the hidden menu press Home and navigate down to Settings but do not select Settings
With Settings highlighted press 0 0 1 Select.
Select Apps 
Highlight Refresh all Apps on this box.
You'll see a message that says, 'Your apps are being refreshed'. This will stay on screen until you press Dismiss to return to normal viewing
It’s recommended waiting at least 5 minutes before doing so.

[Vix78]

Trying to watch Bronson and after adverts it reverts back to beginning 🤦‍♀️ first time we've used the app on sky

[Wibbly-Woo]

@Vix78 

Thanks - What app is this using ?

This is a more general issue than just CH4 app

So, it's down to Sky ........

[Vix78]

The Ch4 app on sky apps. Driving me nuts 🤦‍♀️

[KevNewMedia]

Morning Everyone

Thank you for highlighting this problem, I can understand how frustrating it must be. Thank you for tagging us @stereohaven 

Can I ask for the following information, which will help Channel 4 troubleshoot the issue?

• Where does the problem happen ie the pre-show ad, first ad into the show, second ad into the show?
• Have you noticed if it does this on a particular ad, or the same ads?
• Can you provide the details of the advert/s that are problematic?

[moonunit100]

Thanks Kev. We've had the issue on every show we watch on the Ch4 app after every ad break. It doesn't seem to relate to a certain advert although all the shows we watch have the endless adverts about an employment agency where 2 people are discussing salary. (Sorry, can't remember for the life of me what company these ads are for but they sponsor drama on channel 4 and so are at the end of every ad break) The issue has been going on for at least a week or two and happens no matter whether we watch on our main sky Q box or one of our mini boxes. It doesn't seem to happen when watching channel 4 on my phone. I've reset apps numerous times, reset the Ch4 app, logged out and back in numerous times, reset my sky Q, carried out software updates and cleared the cache/reinstalled the app on my phone. Nothing seems to have made any difference so far.

I hope that helps,

Gary 

[Wibbly-Woo]

@KevNewMedia For me - it happens at the start of EVERY advert break. The slider at the bottom goes back to the start of the program.

It happens for Time Team