My5 won't load

[Barney81]

Hi David,

Thanks for your reply.

For some reason i'm unable to see the solution in the chat bubble nor have i received an email from Sky with a link to it. 

[KevNewMedia · Accepted solution]

Hi Everyone

Thank you for your patience. Whilst we continue to investigate this issue, as @Davidwm1 has mentioned, we've managed to resolve the problem with the steps below.

Please note, by carrying out these steps, the following will happen:

• All apps, except Netflix, will be signed out (you can sign back in afterwards).
• Your remote control will unpair (you can repair with the on-screen instructions).
• Your playlist will re-populate as soon as you've gone through the reset.

If you are happy to go through the steps, you can carry out a factory reset by using the steps below:

Settings > System Management > Resets & updates > Factory reset

I'm going to mark this post as the answer, so that everyone see's the most recent update.

[Den2410]

Thank you so much, I am now up and running

[Ratpanther]

Hi

I am having problems watching programmes on My5.  I watch a programme and at every commercial break the episode goes back to the start sometimes even going back to previous episodes.

I have 2 pucks in 2 different rooms in the house but it is only 1 that does this.

The other day I did a factory reset on both pucks as My5 had completely stopped working on both. That worked but I don't want to be watching an hour programme over the space of an hour and a half to two hours.

Any advice rather than throwing something through the TV?!

• Thanks.

[lettice]

Noticed the My5 app has been changed over to the new 5 app today on my Sky Stream pucks.

Just wondering if the push out of this new version, dated in About on the app with a version date of 4/3/2025 has resolved the issue for those having load problems with the My5 app, that was last version released in January 2025.