Sky puck My5 app issue

[Mark0175]

Is anyone else having problems with Channel 5’s My5 app on Sky Stream? The picture and sound are fine during the programme, but as soon as the adverts come on it either freezes partway through (e.g. 1 of 3) or at the end when it tries to switch back to the programme. The only way I can get it going again is by exiting and re-entering the show. Really frustrating. I’ve already sent the technical details to Channel 5.

[lettice]

Have just tried a few programmes I have in my playlist for C5 and not seeing this issue.

Is it a particular programme/episode or all content?

Would suggest trying a restart of your Sky Stream box
Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

If after the restart, it is still happening.
Can you send  an email to the Sky Viewer relations team to report it;
ViewerR@sky.uk
They do respond to emails with any updates for your queries or problems and will pass onto third party broadcasters, if they need to.

[Mark0175]

Hi I'll try this and get back. To your question not sure but was watching "The Son". Thanks

[Stephen+Mourton]

@Mark0175   The advice you have been given is good, but also have you tried a simple App Refresh?  Go to Settings then System management and then App refresh. Wait for it to return automatically to the Home Screen and see if that fixes it, if not wait about 24 hours as it does keep working behind the scenes.  

[Mark0175]

Hi thanks, done that also so waiting till I watch it again later 

[Dazzasky]

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@Mark0175 wrote:

Is anyone else having problems with Channel 5’s My5 app on Sky Stream? The picture and sound are fine during the programme, but as soon as the adverts come on it either freezes partway through (e.g. 1 of 3) or at the end when it tries to switch back to the programme. The only way I can get it going again is by exiting and re-entering the show. Really frustrating. I’ve already sent the technical details to Channel 5.

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Im presuming you don't have add skipping? @Mark0175 

[Mark0175]

No that's correct 

[Dazzasky]

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@Mark0175 wrote:

No that's correct 

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I think that's your issue. I've seen many reports of people saying the same thing. If you don't have add skipping, then the 5 app doesn't play nicely. Why don't you give add skipping a try. 

[Mark0175]

Em it costs, but even if ads are present then it should not freeze screem. It goes blank aka black, and just sits until I press home then have to resume program where I left off and that is hopefully no adds starting again.

[Hunter2660]

Have a look in your app "My Sky", have you not got an offer of Ad Skipping free for 2 months? 

[Dazzasky]

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@Mark0175 wrote:

Em it costs, but even if ads are present then it should not freeze screem. It goes blank aka black, and just sits until I press home then have to resume program where I left off and that is hopefully no adds starting again.

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I agree, it should work either way however to be fair to Sky, the 5 app is a bit naff and poorly implemented. 

[Mark0175]

Hi so tried all the advise above and watched Ben Foggle....issue still happening so back to square one.

[lettice]

I watched a few episodes and series last night on the 5 app.

Tried The Son.

I have been watching that on ITVx also, am currently enjoying a great second series.

Had no issues.

I do use  the 5 app regularly and have had no issues.

Can you try the following in this order, even if you have done some/ all of it recently;

Go into the 5 app.

Select Account settings, and clear the recommended, search history and watch history

Select Privacy settings and toggle on/off the current advert cookie settings, putting them back to your preferred option.

This does a little cache cleanup.

If you have done an app refresh in the last week, go to next step.

If you have not, then go to the Puck settings and do an app refresh.

Put your Sky Stream into standby, do not power off.

Reboot your broadband router.

Once your broadband router is up, go to your Sky Stream using the Home key button.

Go to settings on your Sky Stream and do a restart;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

Wait about five minutes, so watch a live TV channel for five minutes, so your Sky Stream box does not go into standby.

After that five minutes, launch the 5 app from either something in your playlist or via the Sky Stream app rail.

If you have any further problems, let us know.

[Mark0175]

Sorry still have issues. Discussing with My5 to see if they can see what is going on.

Will let you know if I get anywhere.

Thanks for time and assistance 

[Sol00]

I've also been having the exact same issue, which started roughly a week ago. I normally exit the programme and start again, showing the whole ad break all over again.

Channel 5's app has always been one of the worst, and thankfully I only watch the odd programme on it, but it would be good if it was fixed.