Itv player 'something went wrong'

[Silvermanz]

Hi anyone know what's wrong with my sky stream?

Every time I try and watch anything via itvx every 5 to 10 minutes I either get a freeze up and a spinning wheel for 10 to 20 seconds and then the programme resumes, or it doesn't resume and gives an error or 'something went wrong' and the whole streaming box needs a power down and restart before it will play again.

If I use the itvx app built into the TV this never happens, my WiFi has no problems at all and has 900mb speed so I am entirely certain that it's not a WiFi issue. 

The problem also seems confined to itvx as other services through the sky stream box all work fine.

Getting extremely annoying now it's been going on for a good 4 months or so.

[Anonymous]

Hi @Silvermanz

That's an interesting one. 

Have you tried going to ITVX > Settings > About and pressing "Reset"? It'll reset the app and log you out. It would be interesting to see if once you do this and log back in if it behaves any differently.

[Silvermanz]

I'll certainly give it a try thanks 👍 

[Fothergill1]

Hi @Silvermanz  in addition to the post from @Anonymous you could also try resetting the cache of ITVX. (It might be worth trying this first as it will not lose your setting within the App so you won't have to sign back in)

To reset the ITVX app: open the app & enter 0 0 0 0 7 7 7

This clears the cache and should help resolve any issues with the specific ITVX app. After entering the code the App should respond by saying “The storage has been cleared”.  Select OK and the App will reset and display the privacy & cookies information. Select continue.

Note there is no where specific to enter the code just type it into your remote when you are on the homepage of the ITVX App.

[Silvermanz]

I'll give both potential solutions a go in the morning thanks 

[Silvermanz]

Both solutions tried, initially looking promising as I got half an hour through a show but then... Spinning wheel of doom again.

[Anonymous]

Does this happen during the programme or is it when it goes to an ad?

[Super+Anthony]

@Anonymous That's really helpful to know about the cache clearing. Can this be used for other apps?

[Fothergill1]

@Super+Anthony Further to my post 4 above,  a general refresh of the apps through settings does this for all the apps at the same time.  ITVX is the only one I know how to do individually.

Even if I am not experiencing any issues I usually refresh the apps overnight about once a month. Additionally I reboot my puck about once a week as a precaution against glitches building up.

[Super+Anthony]

Thank you so much @Fothergill1 like you I reset my stream puck every couple of days and I tend to do the same as you mentioned with the apps under settings. 

[Lesley1971]

Hi

I am having the exact problem although it's also not playing on my LG tv.    I have sky fibre 500 and Sky have tested the internet speed and the puck.  Itvx plays fine in my phone using the WiFi.    I'm also getting very fed up with this.   I contacted ITVX and they are checking it out.