App 'Temporarily' Unavailable

TrainerTrainer Posts: 4Member
edited 14 November 2018, 2:49PM in Support

Hi,

A combination of a Huawei box (DN370T) and the Youview app on an Android phone running 4.2.2 Jellybean has given me good service for a few years. Last week however I received the code YVM5004 Temporarily Unavailable when I tried opening the app. I took it at its word for a couple of days but the situation didn’t resolve. Having looked on this forum I’ve variously tried resetting the box from the on-screen menu, resetting the box in maintenance mode (deleting everything but the recordings) and reinstalling the app before and after each reset.

Following the above when I now open the app the error code has gone but I still get the message ‘temporarily unavailable.’ FYI both the phone and the YouView box are listed on the network. 

If anybody has any further suggestions how I might resolve this problem they would be much appreciated.

Thank you.


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Comments

  • SarahSarah Posts: 1,357Administrator admin
    Hi @Trainer

    Can you please let us know the following information:
    • Which mobile device you are using 
    • Did your version of Android update recently?
    • YV Box software version - If you're not too sure, this can be found by pressing Help and then Info on your remote control.
    • Internet service provider
    • Network your mobile is on
    I appreciate this is quite a few questions however we've seen a couple of reports of these errors in the last few days so keen to get as much information as possible to collate together for investigation. 

    Thanks,
    Sarah
  • TrainerTrainer Posts: 4Member
    Thank you for your reply:

    Can you please let us know the following information:
    • Which mobile device you are using - Samsung Galaxy S3 mini
    • Did your version of Android update recently? Not to my knowledge
    • YV Box software version - If you're not too sure, this can be found by pressing Help and then Info on your remote control. - CDS/70.45.159
    • Internet service provider - BT
    • Network your mobile is on - GiffGaff  (on O2 network I believe)
  • SarahSarah Posts: 1,357Administrator admin
    Thanks a lot for this information @Trainer, I'll add this to the information we have already and pass it over to the relevant teams to investigate. If you have any other mobile devices you can try to use instead, please give these a try with the app and also let us know the device models and android versions if they also don't work. 

    Sarah
  • Trainer said:

    Hi,

    A combination of a Huawei box (DN370T) and the Youview app on an Android phone running 4.2.2 Jellybean has given me good service for a few years. Last week however I received the code YVM5004 Temporarily Unavailable when I tried opening the app. I took it at its word for a couple of days but the situation didn’t resolve. Having looked on this forum I’ve variously tried resetting the box from the on-screen menu, resetting the box in maintenance mode (deleting everything but the recordings) and reinstalling the app before and after each reset.

    Following the above when I now open the app the error code has gone but I still get the message ‘temporarily unavailable.’ FYI both the phone and the YouView box are listed on the network. 

    If anybody has any further suggestions how I might resolve this problem they would be much appreciated.

    Thank you.


    This is exactly what I am seeing - see my post.
  • Stevef_fr8ysStevef_fr8ys Posts: 175Member ✭✭
    Hi,

    I had a similar problem recently too.

    Is your box connected directly to the router or via Powerlines? Mine were via powerlines and I could not see the boxes in the app when searching.

    I moved the box and plugged it into the router directly and powered on. The App then found the box and I usedtheh remote to accept it (I didn't need the box connected to a TV, as once the app found the box you only have to confirm and they will pair). Once moved back and connected the App works.

    Hope this is your problem and it will work for you.

    By the way this has been reported on the TalkTalk forum too so it would appear to be a YouView issue rather than provider specific. I have 3 boxes and the only one the app can find is one that is hardwired to the router.

    Also once you do a maintenance reset the link between Box and App is lost and needs to be re-paired.
  • Hi,

    I had a similar problem recently too.

    Is your box connected directly to the router or via Powerlines? Mine were via powerlines and I could not see the boxes in the app when searching.


    The app never gets this far. It doesn't establish any connection so there are no Youview boxes to see! No powerlines here.
  • Stevef_fr8ysStevef_fr8ys Posts: 175Member ✭✭
    Have you tried the TalkTalk TV Planner app?
  • TrainerTrainer Posts: 4Member
    Stevef_fr8ys - Thank you for the suggestion but I'm not using Powerline adapters and similarly TV Planner won't work either. 

    Sarah - I managed to try a Samsung Galaxy Xcover (Android ver. 8.1.0 Oreo?) and it worked perfectly - the app downloaded, ran and synced with box first time. So I guess it's a problem with the Jellybean version of Android - albeit the app worked fine until last week.  
  • TrainerTrainer Posts: 4Member
    Apologies for the multiple posts - I don't know what happened there.
  • RoyRoy Posts: 15,249Member ✭✭✭
    edited 16 November 2018, 9:03AM
    Trainer said:
    Apologies for the multiple posts - I don't know what happened there.
    Edit (the little downpointing caret (v) top right on every post of yours) is your fríend here. Go into it and remove everything except a single space from each unwanted post.

    And then, by convention, Sarah or Louise will happen along and remove the posting entirely.

    This is the Community workaround for the lack of either a post Delete or a complete blanking out capability for us ordinary mortals, one of several things that we once hoped Vanilla might fix for us.

    (But even though it is slightly broken in some respects, Vanilla is immeasurably superior to NotSatisfactory, which those of us who used it can only recall with a shudder :s ).
    This might at last be getting back to the YouView that I knew.  :|
    Holding my breath....
  • teebarteebar Posts: 3Member
    This _was_ a great app. Now totally broken, still getting the "temporarily unavailable" message on my Samsung tab running kitkat.  It wasn't  broken, so, why oh why did you "fix" it?????
  • SarahSarah Posts: 1,357Administrator admin
    Hi all

    We have an update regarding the app being unavailable for some users.

    On Thursday 8th November, we made some back-end changes to our mobile app, but unfortunately devices running Android 4.4 and earlier are unable to support these improvements. Users with these devices will see an error when attempting to use the app – where possible we recommend that you update the version of Android on your device. The app will continue to work on Android 5 (Lollipop) and above.

    Thanks,
    Sarah

  • BizBiz Posts: 34Member
    So basically people have to obtain and learn how to upgrade their OS accepting the risk that choosing the wrong firmware might brick their device and the process will in all likelihood wipe all their internal apps and data? And that's assuming the device OS CAN be upgraded (my GPD XD cannot because of incompatible Mali drivers in Lollipop.)

    And all that's necessary just to run this one app that was working perfectly a week ago until you went and fiddled with it?

    Excuse me while I stuff a towel in my mouth to stop the laughter.
  • teebarteebar Posts: 3Member
    edited 16 November 2018, 1:55PM
    Totally agree with biz, you've ruined an app that was working perfectly!   An "improvement" that stops things working.  Lewis Carol would be proud of your use of the English Language.
  • fre55diefre55die Posts: 161Member
    edited 16 November 2018, 2:36PM
    You cannot simply "update " your version of Android to the best of my knowledge as the Manufacturers create the devices around the Android version. As far as I know the only way to do it is to "root" the device and then install a version from an unknown source with, from what I hear, a large proportion of bricked devices and only to be tried by experts is the  advice that I have been given. If I am wrong (which I hope that I am) could somebody please lead me to an idiot proof site !!! The developers seem to be jumping on the old APPLE trick of update Apps so that only newer users can use them and the ones with fully functional devices have to buy new ones. Call me a cynic if you like !!
  • teebarteebar Posts: 3Member
    fre55die said:
    You cannot simply "update " your version of Android to the best of my knowledge as the Manufacturers create the devices around the Android version. As far as I know the only way to do it is to "root" the device and then install a version from an unknown source with, from what I hear, a large proportion of bricked devices and only to be tried by experts is the  advice that I have been given. If I am wrong (which I hope that I am) could somebody please lead me to an idiot proof site !!! The developers seem to be jumping on the old APPLE trick of update Apps so that only newer users can use them and the ones with fully functional devices have to buy new ones. Call me a cynic if you like !!
    The power of accurate observation is commonly called cynicism by those who have not got it. George Bernard Shaw....
  • RoyRoy Posts: 15,249Member ✭✭✭
    Cynic, n: a blackguard whose faulty vision sees things as they are, not as they ought to be. Ambrose Bierce
    This might at last be getting back to the YouView that I knew.  :|
    Holding my breath....
  • So you've rendered this app unusable for vast numbers of people who have phones and tablets that can't be updated to a newer version of Android. Well thanks very much!
    According to xdadevelopers the usage of Android V4.4 and earlier represents nearly 20% of Android users, the majority of which will be unable to update their version of Android.

    Android Version                                    January 2018
    Android Gingerbread V2.3.3-7                    0.4%
    Android Ice Cream Sandwich V4.0.3-4       0.5%
    Android Jelly Bean V4.1-3                           5.6%
    Android KitKat V4.4                                   12.8%
    Android Lollipop V5                                   25.1%
    Android Marshmallow V6                          28.6%
    Android Nougat      V7                               26.3%
    Android Oreo      V8                                    0.7%

    Please reverse these 'improvements'.

  • robin0800robin0800 Posts: 52Member
    fre55die said:
    You cannot simply "update " your version of Android to the best of my knowledge as the Manufacturers create the devices around the Android version. As far as I know the only way to do it is to "root" the device and then install a version from an unknown source with, from what I hear, a large proportion of bricked devices and only to be tried by experts is the  advice that I have been given. If I am wrong (which I hope that I am) could somebody please lead me to an idiot proof site !!! The developers seem to be jumping on the old APPLE trick of update Apps so that only newer users can use them and the ones with fully functional devices have to buy new ones. Call me a cynic if you like !!
    https://forum.xda-developers.com/
  • BizBiz Posts: 34Member
    Sorry, I can't see my device on that link you posted. I would point you towards the URLs that say you can't update the OS to Lollipop on a GPD XD - some written by people who have written legacy over-clocked firmware for the device - but the last time I posted a URL it got flagged. That leaves me with two choices....stop using the app or buy new hardware to replace the XD, something that would cost me around £200.

    If you didn't know, GPD produce dedicated handheld devices designed to play pretty much every video game written game prior to the Playstation 2. Replacing it with an updated Android phone won't work because a) Android phones are not designed for this and b) I'm not going to splash the cash just to run this one app.


  • SarahSarah Posts: 1,357Administrator admin
    Hi all,

    To clarify our previous message, the suggestion to update the version of Android on your device was more to check to ensure you are on the latest available update for your particular device as some do not update automatically. We are not recommending users to root their devices to continue using the app.

    The changes made were to remove support for outdated security protocols, unfortunately some older devices do not comply with industry best practices so they will no longer be able to use the app. Looking at the user base of our Android app, we can see that less than 3% of our users are affected by this and these will primarily be devices which are over 5 years old.

    We understand that this is inconvenient for users with these older devices who can no longer use the YouView app. However we want to ensure that the integrity of the app is up to date, and this back-end change was required in order for this to happen.

    Thanks,
    Sarah
  • BizBiz Posts: 34Member
    edited 19 November 2018, 3:27PM
    The changes made were to remove support for outdated security protocols
    And you didn't warn us Android 4 users that this was going to happen either before you did it or on the day you made the changes live because........?

    I really hope your answer isn't going to be along the lines of "it was a surprise to all of us that this happened" because it kind-of implies no compatibility testing was done when the changes were made. And that's what we coders call 'Not A Good Thing.'
  • scottscott Posts: 2,007Member ✭✭✭
    edited 19 November 2018, 4:40PM

    I have to agree, 'YouView's' communications skills are shocking. This keeping quiet until it has actually happened culture is now starting to grate and causing confusion and issues (the same has been going on with the imminent loss of NowTV for T1xxx boxes that was only outed before it happened by NowTV's help guides).

    We all understand it can be frustrating to try and give dates for things happening and things always change but giving some upfront guidelines to future services (and removals) should be done or you risk alienating your customers.

    BT have stated their intentions for Amazon and NowTV (albeit the first has missed it original dates for T4000 boxes) but YouView have given hardly any info about retail versions and also when restoring functionality is mentioned in the forum these are very obviously ignored. Stating if things like 'Jump to time' are in the line to be brought back of if they are gone for the foreseeable would help.

    You don't have to be specific (SKY Q has a long timeline showing what it will be bringing to it's boxes but it is all just rough timelines) but giving some insight into what is coming up would be nice.

  • VisionmanVisionman Posts: 9,536Member ✭✭✭
    I don't think YouView's communications skills are shocking. I think what grates some people is the way they make the announcements. In that they don't announce things until they have actually launched. Much like BT still mainly are apart from the odd occasion. Amazon for the T4000 springs to mind, and look what happened there - delayed by a month, then another and another, but now finally the roll outs started.
  • RoyRoy Posts: 15,249Member ✭✭✭
    Visionman said:
    I don't think YouView's communications skills are shocking. I think what grates some people is the way they make the announcements. In that they don't announce things until they have actually launched. Much like BT still mainly are apart from the odd occasion. Amazon for the T4000 springs to mind, and look what happened there - delayed by a month, then another and another, but now finally the roll outs started.
    I think what grates the most is that YouView don’t even announce many of the things they have launched, until, like this, YouView get found out.
    This might at last be getting back to the YouView that I knew.  :|
    Holding my breath....
  • redchizredchiz Posts: 4,962Member ✭✭✭
    I agree this could have been handled better, but only to the extent that advance warning was given. That would not have changed the effect of the update. Why is it that so many Android devices are not able to upgrade their software?
  • RoyRoy Posts: 15,249Member ✭✭✭
    edited 20 November 2018, 5:44PM
    redchiz said:
    I agree this could have been handled better, but only to the extent that advance warning was given. That would not have changed the effect of the update. Why is it that so many Android devices are not able to upgrade their software?
    Because there are about as many Android flavours as there are Android devices. Just like every PC/laptop runs Windows, but only, often, with the help of specialist drivers to interface the OS to the tweaked manufacturer hardware, so with Android.

    Except that the equivalents of the drivers are mostly baked into the OS release, so you can’t obtain and download new drivers for a newer Android version, unless the device manufacturer releases the whole package as one.

    Which there is little or no incentive for them to do, once the device has had a life whose length isn’t actually shamefully short, as it doesn’t bring them any revenue, and it is a bear to figure out if, or how, this older hardware can support the newer capabilities. Think T1000  :p 

    The reasons here apply, with rather less force, to iOS devices also, though one rather suspects that that much Apple obsolescence is a cynical marketing ploy.

    Though I must not be too hard on Apple, as I am typing this on my brand new, fully loaded, iPad Pro, which Apple supplied me with the next day after I took its 2016 predecessor into my nearest Genius Bar because the battery was pushing the screen upwards off its mounting. Absolutely no quibble, and it would have been the same day if I had had a less poncy model, but they had to overnight one with my spec.
    This might at last be getting back to the YouView that I knew.  :|
    Holding my breath....
  • redchizredchiz Posts: 4,962Member ✭✭✭
    I never see the equivalence/obsolescence with iOS devices to be honest, my old iPhone 6 and baby boy's iPad Mini 2 are still supported with current software. Of course there is a support timeline eventually, but nothing like the **** Android users suffer. The lack of "freedom" which Android aficionados appear to cherish seems to be their worst enemy i.e. cheap junk which cannot be upgraded rolled out on an endless basis.

    And the T1000 hasn't had a bad life either, really. 
  • BizBiz Posts: 34Member
    It's not the hardware that's the problem. Some companies have no trouble supporting earlier versions of the Android OS with even their most recent releases, King's Candy Crush Saga range for example has no difficulty running on everything from Oreo to Kit-Kat. King are not going to lock out a potential 20% of their revenue stream if it can be avoided so they put the effort in to make it work.

    I suppose if you want to do something bad enough you'll do it, it's just the case here that they either couldn't or didn't want to support Android 4 any more and put up a screen saying it was just Temporary. It still says that on my device BTW, "Temporarily Unavailable Please try again later." A sloppy, factually incorrect epitaph which insults the intelligence of 3% of their Android app users.
  • RoyRoy Posts: 15,249Member ✭✭✭
    @Biz

    As ever, follow the money. The Candy Crush people have a clear financial incentive not to lock out earlier Android users; but on the other hand, YouView have a slight financial incentive to do just that.

    Are your numbers awry, though? If Candy Crush only goes back to KitKat, that still leaves 6.5% of Android users out in the 🥶, albeit it covers the 12.8% with KitKat.

    But YouView users must be a prosperous lot, or inveterate early adopters, if the figures for YouView users are so skewed from the number you give above that only 3% of them are on KitKat or earlier, as Sarah claims.

    But having said all that, my posting about hardware wasn’t to do with what applications would or wouldn’t run on devices on the various versions of Android.

    it was about what versions of Android would or wouldn’t run on those devices, a rather different, and less easily solved, conundrum.
    This might at last be getting back to the YouView that I knew.  :|
    Holding my breath....
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