My5 app not working - error CA-1002

[ZDavis]

All other apps are working fine on sky stream, but I keep having problems with My5 app. I'm getting an error message CA-1002 playback problem. I've refreshed and restarted but still not working. I can't get pass the error message so can't go to settings within the app. Anyone else having issues with My5?

[lettice]

The My5 or now 5 app had  been a problem a few months back.

From what it seems of late, not seen many having problems with this app.

As well as trying power and settings restarts, plus  refreshing, that I see you have done  some problems with the app were cured by leaving their router off power for at least half hour, then restating their Sky Glass or Sky Stream boxes.

There was also for some a cure of doing a factory reset of the device.

We have been advised that doing a factory reset can on rare occasions cause some account issues, so it's advised to only do it on Skys advice, which for this problem they advised it was ok to do it.
Just in case, be prepared to call Sky if you have a problem after doing the factory reset.