Sony TV - ITV Hub freezing during adverts


I have a Sony KD-65XF9005 and we've found that ITV Hun freezes during the second or third adverts. 

This is very frustrating because we get half way through a programme and it freezes, then there's no way to watch the end of the programme. This happens every week during my wife's Sunday evening 9PM drama fix and she's not happy - so I need help please. It's happened in all episodes so far of Finding Alice and Marchella.

There seems to be loads of threads about this problem going back over quite a long time. Based on these threads, I've checked my TV firmware is current (it is), I've done an initial setup and ticked all the boxes, I've deleted data and cleared the cache of YV Service, I've done a Power Reset and I've disabled/reenabled You View but none of these work. 

The only way round this has been to dig an old Firestick out of the drawer and use that. A £1500 TV rescued by a £20 add-on!!! 

My YouView Version is 3.2.18
My Sony Build Version is 8.0.0 OPR2.170623.S34 665751 Kernal Version 3.10.79 Patch Level 1 July 2020
I'm in Somerset UK
I'm connected to the internet via Ethernet to a 4G EE Router, through which Netflix, iPlayer, Prime, Disney, BritBox all work fine on all devices. ITV Hub also works ok on my iPhone, iPad and Samsung TVs
This happens when I launch ITVHub from Home - I haven't tried launching it from Guide.

I'm not alone with this problem so a timely and definitive solution would be appreciated please.

Many thanks



  • wilmawilma Member Posts: 1
    I’ve been battling with Sony for the last 2 weeks. They can’t fix it. Sony Bravia bought Sept 2020. £1700. ITV hub and All4 have never worked. They stop after various lengths of time into a programme after adverts. Various error messages. I’ve tried every bit of advice on here and Sony and other forums. I’ve bought Wi-fi mesh networks. I’ve had my aerials replaced.( another £400) I’ve had a TV technician visit and set it all up again. Still has the same fault: ITV hub and All4 just don’t work reliably. I think 6 months with a new TV that has never worked properly is long enough. But Currys just say I have to deal with Sony, who have failed to solve it and aren’t offering anything but same old script from their tech support via phone.

    I can see the same issues reported going back 5 years. Why no fix? Surely Sony/Youview are selling products they know don’t work? Is that legal???
  • kodikidkodikid Member Posts: 1,106 ✭✭
    One of life's mysteries is why tvs costing thousands are often inferior to a humble £20 streaming stick. 
    Me I would give up on this and just plug a firestick in.
    Not the answer but at least you'll be guaranteed itv hub and all 4.
    Deacon Blue hit from October 88
  • SarahSarah Member Posts: 1,812 admin
    Hi @Rumour_One
    Thanks for providing all of this information. Can you please let us know which adverts there are before this issue occurs?

    Hi @wilma
    Can you please provide the following information:
    • TV model
    • YouView version
    • Sony Build version (this and the above can usually be found in the About section)
    • Which error codes you get when this issue occurs
    • If the TV is connected to the internet via ethernet or wifi
    • If you have an aerial connected to the TV
    • Does this issue occur on all content you try and watch or is it on specific things you try to watch? Some content examples would be helpful so we can try and recreate this
    • Which adverts you get before the app crashes (please let us know the ones for both apps)
    • Have you tried clearing the cache/data from the TV and if so, did this make any difference even if temporary?
    • Have you tried a factory reset on the TV? 

  • Steve PowellSteve Powell Member Posts: 52 ✭✭
    It’s not just a Sony problem. It does happen on my Sony TV, but also in exactly the same way on BT supplied DTRT4000. Trying to resume a programme (Beat The Chasers ep. 3) it plays one advert and then the app crashes. It’s been like it for at least a week.
  • paulsnellpaulsnell Member Posts: 3
    This is interesting! I have a Sony Bravia KD49XH8096BU 49" TV which I am on the verge of trying to return to Curry's as I am so frustrated with it for similar problems.  During advert breaks, the app simply buffers with repeated dots across the screen. There is no way to get out of this issue except by exiting the programme playing. I have tried both a soft reset and also a full factory reset, neither of which have resolved the problem. I talked to Sony this morning and she suggested the following - Through settings, go to device preferences> storage> internal storage> cached data. Then press OK to clear the data cache. I have no idea if this works yet as it is a problem that has accumulated, but I suspect it is a limit on the available memory causing the problem, so this kind of makes sense.  With other issues like not being able to record using YouView, and another problem recurring less frequently with no sound on BBC iPlayer, as well as another well reported problem of the internet connection disappearing (unrelated to this and nothing to do with my wifi!) I remain frustrated, especially if this is something I have to repeatedly do. As my wife says, who is self admittedly tech phobic, if I were not here, she wouldn't have a chance! Since when did stuff simply work?

    For the admins info and in answer to above questions:
    TV Model: Sony Bravia KD49XH8096BU
    Example programme was Finding Alice
    Sponsored programme advert for Clarins played OK. Then buffered and no idea what ad was following as it didn't play. This happened on the third ad break I think.
    Software is PKG6.5016.0631EUA
    Connected to fast internet (50-60 Mps) via wifi which is in same room about 3m away.
    No other problems on other channels - haven't checked All4.
    Have cleared caches as described above
    Have done 2 or 3 factory resets plus numerous soft resets.

    I with many many other owners, would love a permanent solution to this.

    For the information of other owners, looking up another blog about consumer rights, ( I believe that if your TV is less than 6 months old, regardless of what the seller (in my case Curry's) say, you have every right to return the item under the 2015 Consumer Rights Act, because any fault occurring during the first 6 months is deemed to have been existing at purchase and therefore the item was not "fit for purpose". In fact the law covers you for up to 5 years I believe (I'm no lawyer!), but the company selling have to prove the fault was not there in the first 6 months. After this I think the burden of proof changes to the consumer? Hope this all helps some very frustrated YouView and Sony consumers out there!
  • joneshjonesh Member, Super User Posts: 1,713 ✭✭✭
    Try temporarily connecting your TV to your router by cable.
    I am not suggesting that you should need to do that, but it would be interesting to know if it eliminates the problem.
  • RoyRoy Member, Super User Posts: 17,796 ✭✭✭
    edited 23 February 2021, 8:34AM

    Sony will disclaim all responsibility for the operation of third-party apps on their TVs, as all TV manufacturers do.

    You may have some success claiming it is a second-party app, as this is an app supplied via Sony’s partner YouView, which is observably jiggered to meet various YouView requirements, and especially if it is not in the Google Play Store for Android TV; though I thought it was there.

    But if you want to knock this set back to Curry’s, it will be much better to choose from the catalogue of issues that can be laid at Sony’s door, like failing Wi-Fi, or lack of sound, or ARC/eARC issues; the Sony Community is a playground of such issues, from which you can perhaps find one that your set actually suffers from, and provides enough justification to return it.
    ‘Have nothing in your houses that you do not know to be useful, or believe to be beautiful’ Wm Morris
  • paulsnellpaulsnell Member Posts: 3
    Thanks @jonesh - I will give it a go. Problem is that now I've reset the cache, I will have to watch a bit of ITV Hub to get it to falter! Although it did have a fail last night which my wife simply got rid of my turning off and on again. But worth a try.
    Thanks @Roy Yes YouView is on the play store. But I have at least had the wifi issue and a sound issue (although I cannot remember what happened so need to log it). Not sure what the ARC/eARC issues are so will investigate. One more incident and the set goes back, even if it means dismantling from wall, repacking and travelling 15 miles to visit Currys while closed to normal customers! I'm otherwise pleased with the display etc. so it is very annoying, but was swayed by a persuasive salesman despite having researched certain aspects before I purchased (but not come across the software issues!)
  • joneshjonesh Member, Super User Posts: 1,713 ✭✭✭
    I got fed up with WiFi and PLA network connection unreliability, so I now use a wired connection for most fixed (non-mobile) devices.
  • yesmaybeyesmaybe Member Posts: 1
    I don't think this is a Sony problem or a WiFi problem.

    I think it's a ITV Hub issue.

    I have a BT Youview box and ITV often freezes during the adverts and I have to restart the show and fast forward to the next section.

    But, something similar also happens when I use the ITV Hub on the mobile phone. At the adverts the show restarts at the first segment and sort of continuously loops. 

    The Youview does need a serious update. It's really slow to respond on the Prime App. Fast Forward is glitchy on the BBC app.

    But it doesn't matter which Tele I'm using, it's all the same. 

  • RoyRoy Member, Super User Posts: 17,796 ✭✭✭

    This sort of issue, if solved, is indeed almost always solved by the TV company behind the Player, in this case ITV but in lots of previous cases All4, changing something to make their Player work properly again.

    It also used to be platform-specific, e.g. it was All4 on just Samsung for a long time, and then they finally fixed something, and it moved to Philips TVs, and so on.

    The issue is that when the programme moves into an ad break, the content gets sourced from elsewhere, perhaps a regional source, or an A/B ad comparison site, or a source of those personalised ads they are always talking about; and at the end, it can’t find its way back to the actual programme you were watching.

    It might just be superstition, but I never agree to have personalised ads, so these Players only feed me the mainstream set of ads, and I have less trouble with this than I did. And it’s odd that I never see the issue on recordings, just live….

    But consumer law hasn’t really caught up with Player issues yet; if I had a TV that couldn’t hold its channels, nobody would blink an eye if I returned it to the shop, and yet we are sold devices on the basis that they are Smart, but the retailers disclaim all responsibility if they act dumb, like this, and consumer law lets them 😢
    ‘Have nothing in your houses that you do not know to be useful, or believe to be beautiful’ Wm Morris
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