U&Drama App

[TedTredget]

 Recieved and installed the new router for Sky Broadband . Lost most of our Apps, but after refreshing them they've all reappeared apart from the U  streaming App. Our second TV in the bedroom that is plugged into a Puk is ok but our main TV in the lounge cannot connect. An error code is shown and advises to email the U provider, all they've said is to turn off at the mains and reboot the system which we've done a dozen times. How comes the tv that uses a Puk can show the App but the main TV can't ? 

[Stephen+Mourton]

@TedTredget   Yes that is strange.  Two things to try if you haven't already.  Firstly on the tv where the U app is missing, go to Settings then System management, and Reset and select App refresh.  Wait until it has returned you to the Home Screen, then go back into the same part of Settings and press Restart your tv, again wait for it to return you to the Home Screen.  
If that doesn't work try a power cycle reset.  Turn off both pucks from the mains and likewise your router, and leave off for at least 15 minutes and then power up.  
I hope that sorts it, other than that I can only suggest ringing Sky. 

[TedTredget]

Hi and thanks. We've done all that you suggested several times.

The U app will play on my iPad and my phone , but neither tv will play it.

The  icon is shown and the menu, the search function works but no program will play after it is selected. 

[lettice]

For the app problem error, are you launching the U app from the Sky Stream puck app rail or are you launching the app from the app on your Smart TV?

What is the error you get from the U app, when it fails to open?

[TedTredget]

I'm opening the App from my Sky glass tv. The error code is UKTV- 12-V001.  The app opens the menu is shown but no programs will start to play. We've looked at getting online help from Sky and the system is tested and the results confirm a problem with streaming. When you go further into the options to resolve it none of the subjects to chose from are applicable. So we go round round in circles. It's impossible to speak to anyone at Sky it's really terrible. 

[lettice]

@TedTredget 

That's an odd code, that I've not come across on the community before.

Lets see if we can get you some help from Sky on this for you.

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Along with the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Superuser-Tips/Escalating-a-post-to-Community-Messaging/ba-p/5127952#M1...

[Brill+Gill]

Hi @lettice, thanks for escalating this. We’ve sent @TedTredget an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Corvax]

I have the same problem, since I installed my new Sky router, I can't stream from U App. I get error message UKTV-12-V007. Has anyone solved this problem?