Sarah admin
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- Sarah
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@william1505 @Struttski Thanks for getting back to me with this information. Can you please let me know the YouView app version it's running at the moment? This can be found by going to Settings (on the Sony TV homescreen) > Apps > YouView Li…
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Hi @"Yasha Noke" Does this issue happen with all content that you watch or is it only on specific channels? Any examples of these would be helpful so we can pass the information on. Thanks, Are you still with TalkTalk as a provider with subsc…
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Hi @Struttski Welcome to the forum :) Can you please let us know which Sony TV model you are using along with the software version it's running on as well? This can usually be found in the About section of the Settings. It'd also be useful to…
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Hi @JAK92 It was restored to 50fps this afternoon so I hope this improves things for you :) Thanks, Sarah
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Hiya, This was just due to the posts being caught and released from the spam filter. I have now released the duplicates. Thanks! Sarah
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Hi all, Thanks for these reports so far. Can you please let us know of any other content that you've experienced this issue on so I can forward on to the team looking into this? Thanks, Sarah
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Hi @deedee36 Can you please let us know of some examples of content you've been watching (include the episode/series if it's worse on some) and I can feed this back to the team looking into it. Thanks, Sarah
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Hi @mags19 The BT, BT retail and Plusnet boxes will have all received the 32.51.0 / 3.7.8 software update that contained bug fixes and no user facing features. The BT T4000 will have received this update before BT retail and Plusnet devices. …
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Hi @JAK92 We don't have a set time frame as to how long this will take but we'll update our software table on our support site once the rollout is complete. Thanks, Sarah
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Hi @JAK92, This will also go out to Plusnet and BT retail boxes once it's finished rolling out to the main BT boxes first. Thanks, Sarah
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Hi @Peskdale61 Can you please set up a series record for the Moto GP this weekend as well (if you've not done so already) and let us know if the same issue occurs? It'd also be useful to know if this happens on anything else you've got set to recor…
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Hi @Peskdale61 Can you please provide the following information: * Examples of content and the BT Sport channel they were on * If they were set as a single or a series recording * Confirm the manufacturer and component software your box is running…
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@Peskdale61 @mc2 Thanks for reporting this. I've raised it with the relevant teams to look into further. I'll let you know if I need any further details from you :) @deedee36 since this is an on-going investigation, we don't have an ETA for a fix …
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Hi @deedee36 The NowTV fix is just for the audio issues and buffering on live streams. We are still investigating an issue with the video buffering/stalling on On Demand content on NowTV. Thanks, Sarah
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Hi @ash20 Welcome to the forum :) Can you please let us know your YouView device model and the software it's running on? This information can be found in the settings. It'd also be useful to know if this happens with everything you try to watch l…
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Hiya, Welcome to the forum :) Can you please try a maintenance mode option 2 (keep recordings) on your box to see if this helps at all? You can find the instructions for how to do this here. Thanks, Sarah
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Hi @Roy, Channel 4 have fixed this issue now so the episodes should link into the app correctly and they should also be discoverable via search as well :) Thanks, Sarah
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Hi @deedee36 The retail and Plusnet versions of these boxes will receive this update once the rollout to the mentioned BT devices is complete. We'll update our software table here once it's complete. Thanks, Sarah
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Thanks for letting us know about this @Roy, our content team have raised this with Channel 4. I'll let you know once we have an update :) Thanks, Sarah
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Thanks for letting us know @meyou2, we'll have a look into this now :) Thanks, Sarah
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Hi @mc2 Are you getting any IPC or YVM error codes when this happens? Thanks, Sarah
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Hi @mc2 Can you let us know what error you see in the main menu tabs and when tuning to a Plusnet subscription channel when it gets into the state you've described? Thanks, Sarah
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Hi @ADs Welcome to the forum! Can you please let us know your TV model and the software version it's using? This can usually be found in the About section of your settings. Thanks, Sarah
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Hi all, Just to clarify, the issue fixed in this BT release is to address the audio drop outs and buffering on live Now TV content. We are still investigating issues around VOD content on T4000 devices. Thanks, Sarah
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Hi @ncassidy80 Welcome to the forum :) Can you please try doing a maintenance mode reset (option 2, keep recordings) to see if this resolves the issue? Steps on how to do this can be found here. Thanks, Sarah
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Thanks a lot for these screenshots, @roobarb70, it's very useful. Are you able to see any information when you press the Info button on live TV? For the issues with MyTV, have you tried rebooting your router? To do this, switch your router off at …
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Thanks for letting us know @roobarb70. Can you please take a picture of your guide and the error you're seeing so we can see the issue you are experiencing? It'd also be useful to know if you're experiencing the same issue on any other areas of the …
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Hi @Hevb Welcome to the forum :) If you're still having issues with accessing some of your channels since the weekend, please let us know your youview device (Sony TV or YouView box) & model along with the transmitter you are tuned to. If you'…
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Hi @roobarb70 Welcome to the forum! Can you please try restarting the TV if you've not done this already? This can be done pressing and holding the Power button on your remote for ~8 seconds and the TV will restart. If this doesn't help, please l…
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HI @"Ken Hill1" You posted a picture of the 'something went wrong' screen from NOW TV, can you let us know what you did to cause this error to pop up? If you can let us know some content this issue happens on it'd be helpful. Thanks, Sarah