Apps, TV Shows and Films not loading on DTRT-4000

BrigitteSimardBrigitteSimard Member Posts: 2 ✭
in Support
Hi

we have recently been sent a new Youview box model DTRT-4000

The only app that is currently loading is the Netflix one. All the other ones such as BBC IPlayer or ITV Hub or Amazon Prime are loading for a few secs, then getting a black screen for a second or two than returning to TV mode.

The same happens with TV Shows or Films or BT player.

The YouView box is connected via an Ethernet cable to a Hub Smart 2 Hub.

And the software and apps are all up to date. 

Can someone help please?
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Comments

  • RoyRoy Member, Super User Posts: 17,718 ✭✭✭
    Hi @BrigitteSimard and welcome to the Community!

    The YouView box needs to be connected to a terrestrial TV aerial, and the channels tuned in. Is this the case? if not, remedy this first.

    The next thing to try is, while not recording nor about to, pressing the On/Standby button on the box, and holding that for just over 8 seconds, until the box soft reboots.

    If this fixes it, great. 

    If not, though, as it’s a new box, and presumably supplied as part of a BT TV subscription, you should contact BT, and see what they suggest. It’s entirely possible, if it has never worked, that it was DOA (Dead On Arrival), and needs BT to replace it. But either way, see what they say.

    We do have a few more drastic resets up our collective sleeve, but it would be inappropriate to suggest these for a new box under BT support.

    Though do let us know how you get on, and what BT have to say!
    ‘Have nothing in your houses that you do not know to be useful, or believe to be beautiful’ Wm Morris
  • BrigitteSimardBrigitteSimard Member Posts: 2 ✭
    Hi Rob

    thanks for getting back to me.

    I just had a long chat with BT support people and they will send us another Youview box as the new one we currently have (for about a week or so) might be faulty. He could access it remotely but he couldn't resolve the issue either.

    Best
    Brigitte
  • RoyRoy Member, Super User Posts: 17,718 ✭✭✭
    BrigitteSimard said:
    Hi Rob

    thanks for getting back to me.

    I just had a long chat with BT support people and they will send us another Youview box as the new one we currently have (for about a week or so) might be faulty. He could access it remotely but he couldn't resolve the issue either.

    Best
    Brigitte
    Happy to help, and glad it looks like you are getting a resolution!

    (Rob) Roy
    ‘Have nothing in your houses that you do not know to be useful, or believe to be beautiful’ Wm Morris
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