BT TV App reinstallation problems on Android 12 'phone

LastPintDave9LastPintDave9 Member Posts: 28
edited 11 January 2022, 3:08AM in Support
Thanks to Google destroying my 'phone with an Android "update", I had to do a factory reset, and am in the process of reinstalling all Apps on my 'phone from scratch.

It's been a long time since I installed the BT TV App and I don't remember any problems.

I installed the BT TV App from the Google Play website, but when starting the App, all I get is an error message ("Sorry - there's a problem" with error code code GG104), and the options  to watch my downloads or change Android settings on the 'phone - nothing anywhere to change settings within the App or do anything else. The App was updated on the 5 January 2022...

Also, there doesn't seem to be an option on the Youview box (these days) to pair with a mobile device either. The 'Mobile Devices' page in the Settings just has a tick box and "Done". Can't remember if the setup for pairing/remote recording was all initiated from the BT App...

Does anyone know anywhere I can get some instructions or help in how to reinstall the App and get it working again? Or to whom can I report the problem? (I have put a review of the App on Google Play with the above info, for starters).

DTRT2110 BT Youview retail box
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Comments

  • RoyRoy Member, Super User Posts: 17,301 ✭✭✭
    @LastPintDave9

    I don’t know how helpful it is, but:-
    https://www.bt.com/help/tv/bt-tv-app-error-codes---android
    says
    Close the app and re-start.

    Certainly, though, you have to get the app working to make any progress; there’s nothing you can do on the YouView box.

    ‘Have nothing in your houses that you do not know to be useful, or believe to be beautiful’ Wm Morris
  • Steve OliverSteve Oliver Member Posts: 90 ✭✭
    Don't know if this helps you, but when moving from an old Samsung Android phone to a new Pixel 6 Pro at Christmas, the restore of my apps was done from the auto backup in Google. All my apps including the BT TV app transferred automatically. I was surprised to find when I went into the app that all the settings came with it, and the app still linked to my YV box without extra actions being needed. If you have a Google save of your phone (go to Settings>Backup/Restore to look), then you could perhaps restore just that app.
  • StephenStephen Member Posts: 778 ✭✭✭✭✭
    Or perhaps the converse, perhaps the data is being auto-restored but there's something wrong with it, and going into app info and clearing cache and data manually will let you start ok with a clean slate?

    p.s. the settings on the box are for unpairing, so you can remove your old pairing for cleanliness if you like but it's not required.
  • Thanks guys! Clearing cache did the trick, all works now.  :) 

    For the benefit of anyone researching the same problem:-
    On phone Android 12:
    Settings -> Apps -> See All Apps -> BT TV
                 Force stop
    -> Storage and Cache
                 Clear cache
    When you start the App and go to MyTV, you are prompted to start the pairing process.

  • Steve OliverSteve Oliver Member Posts: 90 ✭✭
    Agreed as well with Stephen, I have also experienced that with other apps, once auto restored they won't work without a cache reset. 👍
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