ITV Hub and All4 won't load programmes on Sony Bravia

jojolkbjojolkb Member Posts: 6
Hello, I bought a Sony Bravia KD-43XG8396BU on Friday. Set it up and all was working except for the All4 catch up app. It loads and I can watch the adverts but then the programme itself doesn't load... I just get four small squares.

I looked online for a solution and saw a TV reboot was suggested. I did this but All4 still did not work plus I could no longer log into iPlayer. I did ANOTHER reboot and managed to get back into iPlayer but All4 still doesn't work. I've tried ITV Hub as well and that does the same thing - loads and I can watch the ads but the programme won't launch.

As well as rebooting the TV twice I've also done the following:
Turned it on and off again (obvs)
Rebooted our internet router
Checked the internet connection (fine)
Checked the TV software is up to date
Gone to Google store and updated apps - also have auto update one
Cleared the cache and data

As this is affecting both ITV Hub and All4 I can only assume it's the TV. Can someone please help? I am at my wit's end. The whole point of spending a lot of money on a TV was so we could watch catch up TV!!

HELP!

Comments

  • GoodbyeGoodbye Time out Posts: 336
    Hi, your first point of contact should you whoever sold you the TV if you suspect the new TV is the culprit. 
  • jojolkbjojolkb Member Posts: 6
    Hello, I spoke to Curry's and they referred me back to Sony :( 

    May just try to return the TV. Won't buy Sony again!
  • redchizredchiz Member, Super User Posts: 5,117 ✭✭✭
    edited 1 July 2019, 10:25AM
    Hi jojolkb and welcome. Unfortunately I do not have direct experience of YouView on Sony, but there are others who do, so hopefully they can give slightly more helpful advice rather than just turn you away. @Sarah @Louise Murdoch could you oblige, please?
  • Louise MurdochLouise Murdoch Administrator Posts: 94 admin
    Hi @jojolkb

    Welcome to the forum.

    Could you confirm that you are able to access YouView, and that you have an aerial connection to your TV?

    Additionally, if you could list the content you have tried playing on both All4 and ITVHub, that would be helpful for us to diagnose the issue.

    Thank you,
    Louise.
  • jojolkbjojolkb Member Posts: 6
    Hello, I've been on the phone to Sony support all morning. Updated firmware and tried everything they suggested. Still not working. I am now calling Curry's to return the television. Will never buy Sony again, this has caused so much stress.
  • jojolkbjojolkb Member Posts: 6
    Have now been told this is an issue not fixed by the new firmware update but no one can tell me when it will be fixed. Curry's refusing to return the TV. I am so disappointed and frustrated. If I had known the apps didn't work I would NEVER have bought this television.
  • GoodbyeGoodbye Time out Posts: 336
    Currys are taking the [email protected]@s. Look up Consumer rights act 2015. Your entitled to a refund, repair or replacement as the TV is obviously not fit for purpose. Be polite but firm the law is on your side.



  • redchizredchiz Member, Super User Posts: 5,117 ✭✭✭
    You are perfectly entitled to return it to Currys. Either they can show you how to get the Players working. Or if they cannot the TV is demonstrably not working as it should. 
  • jojolkbjojolkb Member Posts: 6
    Thank you both @redchiz and @Goodbye I am trying with Curry's but they are being very difficult! I shall go back to my old simple telly I think 


  • GoodbyeGoodbye Time out Posts: 336
    Invest in a youview or freeview play box for endless streaming. 
  • jojolkbjojolkb Member Posts: 6
    They've agreed to return to TV. I shall be doing some further research before buying another telly. Thanks for your help!
  • ralphy36ralphy36 Member Posts: 2
    The thing that really solves recent Sony Bravia catchup app issues is going through Settings -> Initial Setup again. You need to tick "Sony Smart TV services" but you're free to disagree to the other privacy options and don't need to tick "Agree to all".
  • kodikidkodikid Member Posts: 416
    What ever happened to "plug and play"🎰
    Ignore this if you disagree. 
  • RoyRoy Member, Super User Posts: 16,240 ✭✭✭
    kodikid said:
    What ever happened to "plug and play"🎰
    It got demoted to below “When all else fails, read the instructions”  B)
    ‘Impossible’ problems solved, courtesy of Sherlock Holmes and What’sOn
  • pete64pete64 Member Posts: 6
    To anyone who finds this thread. I had exactly this problem. There's nothing wrong with the TV, you need to follow the advice from ralphy36.
  • kodikidkodikid Member Posts: 416
    Hi Pete.
    You say there's nothing wrong with the tv but the average guy is not tech minded and simply wants the tv to work straight from the box.
    Other TVs manage this 🤔
    Ignore this if you disagree. 
  • pete64pete64 Member Posts: 6
    Hi kodikid
    Sure the TV could be easier to set up, but it works as it's supposed to. I was getting frustrated with it, followed what ralphy36 posted and it was resolved straight away. I just wanted to reinforce that advice for anyone else who is having the same problem and finds this thread
  • RoyRoy Member, Super User Posts: 16,240 ✭✭✭
    How many angels can dance on the head of a pin?

    It all turns on the definition of ‘nothing wrong’.

    If there is something wrong with the hardware, and you get the TV replaced, the problem goes away.

    If there is something wrong with the software, and you get the TV replaced, you get the problem remaining. At least until the software is fixed, if ever, but then it would be fixed for the first TV anyway.

    If the software works as the supplier intended, but you don’t like how it works, you get the problem remaining. Forever, unless you can persuade the supplier to change things.

    All of these are ‘something wrong’, but the remedy is different.

    So @pete64’s ‘nothing wrong’ is a hardware ‘nothing wrong’, meaning there is no point in swapping the TV.  But there is definitely a software ‘something wrong’, since ‘Agree to all’ doesn’t.
    ‘Impossible’ problems solved, courtesy of Sherlock Holmes and What’sOn
  • pete64pete64 Member Posts: 6
    Hi Roy
    It's not quite that complicated. When you do the initial setup you tick a box that says 'sony smart TV services' and then it all works. I don't think that needing to tick that box means there's something wrong with the TV.
  • RoyRoy Member, Super User Posts: 16,240 ✭✭✭
    edited 31 August 2020, 11:11AM
    pete64 said:
    Hi Roy
    It's not quite that complicated. When you do the initial setup you tick a box that says 'sony smart TV services' and then it all works. I don't think that needing to tick that box means there's something wrong with the TV.
    Thanks @pete64

    I don’t have one of the TVs with this dialogue on it to look at, but I was under the impression this question comes up in a place where the user might reasonably think that ‘Agree to All‘ would be a blanket acceptance including 
    a virtual tick in that box.

    Is this not the case?

    Or is it a UI thing where people don’t tick the box because they have no idea what saying yes to it means, and nor what leaving it blank means either?

    It’s certainly an issue that comes up a lot on the Sony Community anyway; so at the very least it’s a failure in the UI to guide the user properly.

    And I’ve also seen it suggested there that’s it’s not enough to revisit this dialogue and add the tick, as that does not work; you have to Factory Reset before you can go back through the dialogue and have it take effect.

    Certainly that is the advice I always gave; but someone said just revisiting the dialogue was easier, so that was the advice I gave next time, and the person with the issue came back and said that didn’t work.

    But I’d need a bank of Sony Android TVs, from different years and on different versions of Android at least, if I were ever to respond from practical experience every time; so if you have a set with this dialogue, I shall learn from you.
    ‘Impossible’ problems solved, courtesy of Sherlock Holmes and What’sOn
  • pete64pete64 Member Posts: 6
    Hi Roy
    On my TV which I bought earlier this year, there are 4 boxes in the initial setup, one of which is 'agree to all', but you don't have to tick that. The only one you have to tick is 'sony smart TV services'. Now if you don't know to tick it, it's a real ball ache, so it could be easier. But it's not a fault and as I say all I wanted to do was reinforce the message from ralphy36 for anyone else with the same problem
  • RoyRoy Member, Super User Posts: 16,240 ✭✭✭
    @pete64

    Sure, I understand.

    But does ralphy36’s advice actually work, without going all the way back through a Factory Reset?
    ‘Impossible’ problems solved, courtesy of Sherlock Holmes and What’sOn
  • pete64pete64 Member Posts: 6
    You don't need a factory reset. The initial setup is the bit where it searches for available channels and you have to go through that again. Takes about 20 minutes
  • pete64pete64 Member Posts: 6
    Just as an aside, I am no expert and am speaking purely from my own experience. My TV is a bravia KD49XG8196 and this solution worked perfectly. Whether it will on a variant I have no idea, but it's probably worth trying
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