Sky store trailers not opening in app

[tiger1472]

Trying to watch trailers from sky store. Message comes up saying you need the app, which I have, however nothing is happening when I try to watch the trailer. They are not opening in the app. I have tried uninstall ingredients and then reinstalling the sky store app, but it has made no difference

[mike+simmonds]

Hi @tiger1472 

For me, in the Skystore app on (IOS)  I can only see movies which I have purchased 

to see trailers I have to go to the Skystore website and then the trailers play OK even if I don't log in 

So on the website Skystore com  (it won't let me put the dot in )  what do you experience ?

[tiger1472]

I go on the sky store website,  click on view trailer, which then brings a pop up message "have you got the sky store app for android'. I click on "yes continue " and it just takes me back to the movie page again, without opening up on the sky store app.

[mike+simmonds]

What happens @tiger1472 if you type No and continue to try to view on the website ?

Might also be worth trying a different browser on your Android device 

[tiger1472]

Tried samsung Internet, which comes up with the message "we don't support watching video on your operating system" when I select "trailer".

Went on to Duck gogo browser, and that didn't give me an option of "trailer" to select.

I have been able to watch trailers previously on my android devices, but not now.

[mike+simmonds]

not all movies I look at offer a trailer @tiger1472 

Just so we are comparing like with like so far as we can, what happens if you use Chrome as a browser for Skystore (on the website) and you look for Bridget Jones Mad about the boy 

on my iPhone using Chrome to reach the Skystore website , that movie offers and plays the trailer. 

[tiger1472]

Using Google Chrome, and Bridget jones mad about the boy. The trailer option comes up, but it tells me I need the sky store app, which I select as YES Continue, and nothing happens. The other option that comes up is Go to Google play, which just takes me to the app store. I have tried opening it from there, but no trailers appear to be viewable. Maybe it doesn't like my samsung tablet or phone as I can't view on either device

[mike+simmonds]

Hi @tiger1472 

I don't have enough knowledge of Skystore /Samsung devices interaction to understand if there is a known issue here. 

standard advice would be to suggest reboot your device / clear cookies just in case something is stuck in your devices - but I'm not convinced that will help (no harm trying though)

Unfortunately the proper Skystore support team are not now open till Monday 11am but that's probably as good as I've got to help you (unless you have a 3rd non Samsung device to try ?)

Hopefully others may reply on here who have more experience than me with Samsung 

Here is a link for the support team if not 

https://www.skystore.com/n/hcus/help/contact-us 

[tiger1472]

Thanks for your help. I'll see if the sky team has an ideas, but i can still view films on the app, just not see trailers.