Netflix often not working on SkyQ

[lettice]

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@Collinsc wrote:

Thanks robert

as mentioned in my post however, the "refresh apps" is no longer on that hidden menu.

I really need to speak to someone from sky about this. I would have expected a response by now as it has been 5 days since I posted

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Refresh apps has not been removed. From the hidden menu in Sky Q.

To refresh your apps;

On Sky Q:

1. Press Home on your Sky Q remote, then highlight Settings
2. Press 0,0,1 and Select to access the Installer menu
3. Select Apps then highlight Refresh all Apps on this box. 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.

Also, have a browse of the guidance here;

https://www.sky.com/help/articles/apps-on-sky-q-and-glass

[Collinsc]

Thank you! 
yes I was missing a step!

still need someone from sky now though to talk to about the Netflix issues

[lettice]

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@Collinsc wrote:

Thank you! 
yes I was missing a step!

still need someone from sky now though to talk to about the Netflix issues

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After reading link above, not just doing a refresh of the apps.

What problems are you getting with Netflix on Sky Q.

Any error messages?

[Collinsc]

I'm afraid there are no error messages. The Netflix screen appears and that is all

[Kirsty+S27]

Hi all,

As @Anonymous has advised, anyone still having the Netflix app not loading (spinning red circle) please try the below steps to resolve the issue. If you can advise if this resolves the issue for you or not and we can feed this back to the support teams:

This will involve logging into Netflix on a webpage to amend settings. 

Once you log in, click on My Account -> scroll to the bottom and you'll see the below options:

Click on "Test Participation" and if the feature is on, please turn this off. If you can go onto the app on your Q box and let me know if this loads properly.

Thank you.

Note: marked as answer to be easier to find. 

[Anonymous]

@Kirsty+S27

nope didn't work, in fact Netflix started working last weekend, but out of curiosity i did what you advised and now it's stopped working again, but that could just be a coincidence.  I think SKY & Netflix engineers just need to put a software fix when they know what's causing the issue. 

[JFM1]

The Test Participation thing didn't work for me either...

[Anonymous]

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@Anonymous wrote:

@Kirsty+S27

nope didn't work, in fact Netflix started working last weekend, but out of curiosity i did what you advised and now it's stopped working again, but that could just be a coincidence.  I think SKY & Netflix engineers just need to put a software fix when they know what's causing the issue. 

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I can't say I'm awfully surprised becuase mine started working 2 or 3 months back(?) and I changed that setting just this week which made no difference whatsoever. At least it didn't break mine 😉

[Laing1]

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@Collinsc wrote:

I'm afraid there are no error messages. The Netflix screen appears and that is all

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@Collinsc have you seen the answer from a Sky employee in the thread below not sure if it will help you but worth looking at 

https://helpforum.sky.com/t5/Sky-Q/Netflix-app-crashing-won-t-load/m-p/4435511#M603465

[steve+bendell]

I haven't posted on here for a while having suffered from this issue,  as I write this I am touching wood and typing with my fingers crossed but it seems to be working OK,  i did all of the things advised weeks ago tuned it off overnight and then no problems since, not sure what if anything fixed it.

[carrie171]

@Anonymous 

@Kirsty+S27 

I also changed the app settings and as requested by @Kirsty+S27, although Netflix started working all by its self last week, it's now gone back to the spinning circle of doom!! 😡

[Collinsc]

Thanks. We arent facing the issue at moment so cant test that out.

What I want is for a sky employee to explain why this might keep happening and what recompense we can have.

[Laing1]

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@Collinsc wrote:

Thanks. We arent facing the issue at moment so cant test that out.

What I want is for a sky employee to explain why this might keep happening and what recompense we can have.

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@Collinsc afraid no one on the forums would be able help with this you would need to contact Sky by either calling or making a complaint

You can contact Sky by phone by dialling 150 if Sky is your phone provider or by following the link below
https://www.sky.com/help/home
scroll down to need more help click on this and you will find a phone number. If you are in ROI please change the flag at the bottom right to the ROI flag

[lettice]

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@Collinsc wrote:

I'm afraid there are no error messages. The Netflix screen appears and that is all

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Is it a black screen or a spinning icon.

If it's one of either, often a cure is to login to your Netflix account via a web browser and force sign out of a device, in your case your Sky Q box.. Just do a force sign out of your Sky Q box, not all devices.

As described here.

https://help.netflix.com/en/node/128180?q=How%20to%20sign%20out%20of%20a%20device

But, would still recommend doing the app refresh..

That sometimes does take many hours, so do it and try the app in say the next day.

[Bobafet]

Hello,

I am also having this issue and as suggested different solutions are available but the underlying issue is we have paid for this service and it's not working correctly. Can Sky please advise if anything is being done to resolve this? Thank you.