YouTube App Freezing then Crashing

[Jimbo23]

Hi all,

I am having an issue with the YouTube app on Sky Q. Every video I try to watch will work for a short time before it starts to freeze every couple of seconds then eventually crash.

This is occurring on both the main box and mini box

Steps I've tried:

- check internet connection

- reboot Sky box

- Refresh apps

- check Software version

- force reinstall of software

- reset settings

- spoke to technical support who reset some further settings remotely.

However the issue persists. 

Can anyone help? 

Thanks

[Tom-W19]

Hi @Jimbo23 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[lumcc]

I'm having the exact same issue, did you manage to resolve it?

[Jimbo23]

I did, however it's not an ideal solution.

I discovered that the issues only occurred when I was signed into my account. Anyone else's account or a guest account worked fine.

 
Having spoken to two Sky engineers and attempting every fix we could think of, the only solution was to delete my old YouTube account and create a brand new one. I tried creating a new channel on my original account but the issue was still there.

I've no idea why but creating an entirely new account fixed the issue, although I annoyingly had to resubscribe to all my fave channels etc. 

If you have a lot of your own content then this may not be a solution for yourself as you'll lose everything you've uploaded when you create a new profile. 

[smold]

I've got a similar issue too, unfortunately, as I have content, deleting my account isn't an option.

[jblink]

There is another thread on this problem that I have just posted to but this one adds a "solution"...

I have experienced exactly the same problem on my main Q box and the minis.  I am not logged into my account on any of them however.

[jblink]

YouTube on Sky Q "loading" after pausing.. | Sky Community

FYI - the other thread

[BarryDW]

I am getting the same problem on my main Sky Q vox. Every 10 minutes or so it will freeze then crash...... 

[Paperboy]

Same problem here. Does anyone have an answer?