Play back programs on 5 and ITVX keep freezing

[shelagh21]

When watching a program or box set on play back it keeps freezing on the adverts and we

have to reset the program and watch the adverts more than once to get to the next section again and again and it's getting very annoying 

when this contract finishes we will be moving 

[Jim194]

The 5 app keeps freezing on startup of a programme or if I persistent tried to watch, then after a advert it freezes again. Then tells me to reload the app, which can't do on skyglass. Tried the settings to update but nothing works. 

[Dad-dad]

Channel 5 will not play recordings , message says we are experiencing some problems please restart the app How do I do this ?

[mikealanr]

Hi @Dad-dad 

Best thing to do is restart whole device (Settings > system management > resets and updates > restart)

You can force apps to restart by quitting the app using the back button and exit prompts > opening a different app and doing the same and then reopening the original app. But the best thing would be to restart the device fully.

MikeAlanR

[Fothergill1]

Hi @Dad-dad  In addition to the restart already suggested you could also refresh your all your apps by going through the same menu structure as the restart but choosing Refresh apps (I would try the restart first as it is more likely to fix the issue).

The app refresh can take a few hours to complete so I tend to do it overnight and probably do it a couple of times a month along with a puck restart purely as a maintenance measure.

[Gareth711]

I have same issue on stream.

starts, hangs, crashes, alwaslyscwhen the adverts kick in.

app works fine on Samsung TV, so is definitely the sky app version.

so buggy, makes you wonder if worth it.

[Jim194]

My5, works great on my fire stick, and other smart TV's. Definately the problem is with the Sky app. The worst thing is I delete or reinstall app

[Help12342]

I have the same issue on channel 5 .. error message to restart app Have restarted puck and followed the settings to refresh all apps, the problem is still not resolved

[01Pk001]

I have the same problem. We have just moved back to Sky and i tegret it already. 
when in playback the programme freezes on adverts or reads sorry we are experiencing problems please testart app. 
its so frustrating. I just give up watching. It restarts the adverts 

[YorkshirePete]

I have the same issue too. Have just joined sky and have only had it around 3 weeks.

itvx seems to work and then crashes when the ads come on. It some times stops half way through a section and tells me my WiFi is an issue. Tested WiFi and I'm getting 90mbps so I don't think that's the problem.

My5 started doing the same thing today. Have done a hard reset and refreshed apps hoping that works but I'm guessing not

[Dazzasky]

The Channel 5 app is very poorly implemented in my opinion and does freeze on occasions for me as well. 

[Kennth+hill]

This everyone havering problems. With five on demand can't play anything.on my  sky glass and my sky puke

[lettice]

I use the C5 app every day watching films and series.

Have had no recent issues and yesterday watched  a few films and a series without issue.

Just been watching two columbo episodes this morning without issue that I had in Playlist.

It plays out fine and able to skip through the adverts with no problems.

@shelagh21 @YorkshirePete @01Pk001 

Is it happening with a particular programme or all programmes?

If you do an app refresh, it can take up to 24 hours to complete. No need to keep refreshing, if you have done it in the last week or so.

Would also suggest if you have not already as well as doing a Sky Stream Puck settings restart, also restarting your broadband router.

[YorkshirePete]

Hi thank you

i was teying to watch "Murder in Evensong" on catch up. As soon as it hit the adverts it stopped. 

ive done a hard reset. Unplugged it left it a while andmplugged back in. Ive also done a app refresh. 

Not kuch kore i can do. Is there an email to report things like this?

was able to watch on firestick which defeats the pointnod having sky but there you go.  

[lettice]

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@YorkshirePete wrote:

Hi thank you

i was teying to watch "Murder in Evensong" on catch up. As soon as it hit the adverts it stopped. 

ive done a hard reset. Unplugged it left it a while andmplugged back in. Ive also done a app refresh. 

Not kuch kore i can do. Is there an email to report things like this?

was able to watch on firestick which defeats the pointnod having sky but there you go.  

---

Ok I've just played out that programme and did get the issue on the second set of adverts.

Seems it could be programme specific.

Would suggest sending an email to the Sky Viewer relations team to report it, with the programme and episode details.
ViewerR@sky.uk
They do respond to emails with any updates for your queries or problems.