All4 won’t play past second advert

Looks like this problem was raised earlier this year but got resolved. My Sony Bravia won’t play All4 programs as it keeps getting stuck on the ads (black screen showing time until program starts but doesn’t count down). Factory reset, cache/data clear, power off all carried out and makes no difference. 
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  • SarahSarah Posts: 931Administrator admin
    Hi @mwoodfield

    Can you let us know the TV model and also what update version it's currently running? 
    The issue was fixed in a Sony update a few months ago so it shouldn't be occurring anymore on Youview Sony TVs at least so it'd be useful to have that information.

    Thanks,
    Sarah
  • RoyRoy Posts: 14,528Member ✭✭✭
    Yes, that issue was indeed resolved. I strongly suggest you edit the title of this thread on your post above, to describe your new issue rather than this old one that people are likely to skip over.

    Looks like you’ve tried everything you can do on the set itself, but I would also suggest power cycling your router, to clear any cache issues there, especially if you are running the TV over WiFi.

    If still no go, it would be well worth posting here, to see if anyone else reports the same issue, though there are no similar reports at present. Title suggestion likewise as above.
    “Where’s ‘Jump to Time’ then? And all that other OldGen good stuff we were promised back, including the proper ‘Hide Channels’ and so on?” (Excerpt from ‘One Billboard Outside YouView Towers’, not coming soon to a box near you)
  • Actually, I wouldn't change the title of this thread because the problem is back! I had this issue back in July, it went away but it is most definitely back. Same thing. Select a program, hit start and it stalls somewhere during trying to feed an ad.
  • RoyRoy Posts: 14,528Member ✭✭✭
    Actually, I wouldn't change the title of this thread because the problem is back! I had this issue back in July, it went away but it is most definitely back. Same thing. Select a program, hit start and it stalls somewhere during trying to feed an ad.
    So the programme never starts? That is a new issue, not the one that was fixed, in which the programme started OK, but stalled at the end of the first set of adverts.

    i am sure the issue has the same cause (it fails to return to the programme requested after playing the ads, which are coming from a separate source) and is a further manifestation of the inherent weaknesses in All4’s handling of this switchover, but at least with the fixed issue, you got the first bit of the programme,
    “Where’s ‘Jump to Time’ then? And all that other OldGen good stuff we were promised back, including the proper ‘Hide Channels’ and so on?” (Excerpt from ‘One Billboard Outside YouView Towers’, not coming soon to a box near you)
  • SarahSarah Posts: 931Administrator admin
    Actually, I wouldn't change the title of this thread because the problem is back! I had this issue back in July, it went away but it is most definitely back. Same thing. Select a program, hit start and it stalls somewhere during trying to feed an ad.
    Hi Ben,

    Can you confirm if this happens with all content you've tried on All4 or if it's specific ones? Can you please let us know the programme/series/episode you've tried so we can test this out on our end as well?

    Thanks,
    Sarah
  • I may have misled you slightly, but also have more information. Turns out, the two programmes I was trying to watch were under 'Resume' (Trump: An American Dream Epi 2 and Man Down Series 4 Epi 5). So Roy is right above - they are hanging at the first ad break.

    I then chose a programme at random under 'Popular' (Made in Chelsea Series 14 Epi 9). It played fine as did the opening adverts, and also played when I resumed. However, I then fast forwarded beyond the first ad break, stopped and resumed and the same problem - one ad played then the counter stuck and the screen was blank but for the flashing squares.

    Something I've noticed - the ads pre Made in Chelsea were about 1 min 30. Ads for all programmes at the first break are 3 min 52.

    This problem has come back in the past week. Something has changed!

    I mentioned this to my daughter who is at college in London, and she said she's been experiencing the same issue on her laptop watching All4 on the net.
  • SarahSarah Posts: 931Administrator admin
    Thanks for the detail. To update on this, All4 are aware of the issue and are investigating at the moment.

    I'll let you know once we get any updates from this. If anyone is experiencing the same issue on All4 on other devices such as their phone or watching on their laptop, we recommend you contact Channel 4 directly.

    Thanks!
    Sarah
  • SarahSarah Posts: 931Administrator admin
    Hi all,

    Just to update, this issue should now be resolved as the app version has been rolled back to the previous one which did not have this problem with the adverts.
      
    The All4 app version should now be on v6.15.2.7. instead of v6.15.34.6. 

    If you're still experiencing the same issue, please let us know with your Sony TV model and how long this has been happening for and we'll investigate further. 

    Thanks,
    Sarah
  • Thanks. I'm running 6.15.34.8. We haven't had a problem for 10-12 days, then last night All4 stopped working properly again. How do I go back to the previous - working - version you've given above?
  • VisionmanVisionman Posts: 9,081Member ✭✭✭
    Interesting... how does one access and view the version number?
  • SarahSarah Posts: 931Administrator admin
    Visionman said:
    Interesting... how does one access and view the version number?
    You can get to the app version number by going to Help & Info and then moving across to FAQ, the version number will show in the top right corner of the screen. 
    Thanks. I'm running 6.15.34.8. We haven't had a problem for 10-12 days, then last night All4 stopped working properly again. How do I go back to the previous - working - version you've given above?
    Is this issue still occurring today? If so, is it the same problem as reported before where it drops at the first ad break on all content or just specific content? 
    Thanks,
    Sarah
  • Yes, but it isn't the same problem. Just doesn't work, fullstop. This evening, clicked the All4 app, got the usual white screen then it went back to the TV programme I was watching! I had to do a soft restart and All4 was working again. Same thing yesterday.

    I'd still like to know how I can choose an app version, because mine didn't roll back!
  • SarahSarah Posts: 931Administrator admin
    Hi @Ben Hartshorn

    Can you try the following steps to clear the cache on your Sony TV and let us know if that helps at all? 
    1. Press Home
    2. Scroll down to Settings
    3. In the TV section scroll right to Apps
    4. Go to System Apps
    5. Hold the right button to scroll all the way to the end and Select YVServiceHost APK
    6. Select Clear Cache and press OK
    7. Then Select Clear Data and press OK
    Can you also confirm that other apps work fine without any trouble?

    Thanks,
    Sarah
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