Smart TV and games console issues

Why is the audio out of sync on my Amazon Fire TV Stick?

Anonymous — Thu, 03 Oct 2019 13:42:28 +0000

Why is the audio out of sync on my Amazon Fire TV Stick?

We’re aware that a number of users with Amazon Fire TV Sticks have experienced problems during playback when the audio is out of sync with the video.

If you are experiencing this problem, please make sure that your firmware is up to date. We know that using the TV USB port to power the Fire TV Stick will drop frame rates which can cause audio sync issues so please use the main power supply.

Anonymous (not verified) 03 October 2019

Why does 'Watch from the Start' not show the beginning of the programme on my TV?

Anonymous — Thu, 03 Oct 2019 13:43:36 +0000

Why does 'Watch from the Start' not show the beginning of the programme on my TV?

If the programme has just recently started, you may not see the option to Watch from the Start. This may be because of the scheduled broadcast time. We use the scheduled broadcast time as a reference for when a programme starts. Schedules can and do change, so sometimes it may be slightly off.

Watch from the Start can only rewind up to 2 hours, so if the programme started over 2 hours ago you will not be offered the option to watch from the start. Instead, you will be offered Watch from [two hours ago] - for example, if it’s now 8pm and the programme started at 5pm, you'll be offered Watch from 6pm.

Anonymous (not verified) 03 October 2019

Where can I find system information for my connected TV or games console?

Anonymous — Thu, 03 Oct 2019 13:43:36 +0000

Where can I find system information for my connected TV or games console?

You'll need to open the Ģ��Ƶ iPlayer app on your TV or console, then head to the Settings menu and select System Information at the bottom of the menu.

If you need to contact us about a potential fault this information, in particular Application Version, Device and Environment, will be useful to help us investigate your issue.

Anonymous (not verified) 03 October 2019

Why am I having problems with my Chromecast?

Anonymous — Thu, 03 Oct 2019 13:43:36 +0000

Why am I having problems with my Chromecast?

If you're having problems casting from the Ģ��Ƶ iPlayer or website, have a look at the following information and advice.

Seeing a message advising your device will stop supporting Ģ��Ƶ iPlayer at the end of September 2026? Your device is not using the latest version of the app. For iPlayer to continue working on your device, you need to update the app to the latest version available from the Google Play Store.

Why am I connected to Chromecast but unable to see the cast icon?
Some Windows users may be able to connect to the Chromecast device from the Chrome browser but are unable to see the cast icon on the Ģ��Ƶ iPlayer website. This may be caused by anti-virus or firewall software interfering with your computer's connected to the dongle. Google provides advice on this issue via their Chomecast Support page.
Why can't I control playback from my computer?
Your connection to control playback will be lost if your computer goes to sleep or if you close, navigate away from, or refresh the Ģ��Ƶ iPlayer page in your web browser. However, the programme can still be controlled via the Ģ��Ƶ iPlayer app on your mobile or tablet. You'll need to choose a new programme to gain back control on your computer.
Why can't I take control of a programme on my Android device if I started it on my computer?
This is a technical issue we're trying to resolve with Google.

What should I do if my issue isn't listed?

Try restarting the Chromecast dongle by switching it off at the mains or removing the dongle briefly from your TV to see if that helps. But if you need more help, check Chomecast Support for troubleshooting advice. The Chromecast website has further information on the functionality available on your Chromecast device.

The Ģ��Ƶ is not responsible for the content of external sites.

Anonymous (not verified) 03 October 2019

Will updating the software on my TV provide a better Ģ��Ƶ iPlayer experience?

Anonymous — Thu, 03 Oct 2019 13:44:09 +0000

Will updating the software on my TV provide a better Ģ��Ƶ iPlayer experience?

Yes. Sometimes in order to get the most out of Ģ��Ƶ iPlayer we need you to update the software on your TV or set-top box.

As well as fixing any bugs or minor issues, the latest upgrades to your device can unlock new features such as the ability to restart live TV, provide live UHD video when available, or just improve how Ģ��Ƶ iPlayer works. Sometimes we will notify you of key software updates through your TV.

Updating your TV's software should be a simple process but it's best to check your manual or contact your TV's manufacturer for advice.

Anonymous (not verified) 03 October 2019

Why is there no sound on my YouView box?

Anonymous — Thu, 03 Oct 2019 13:44:09 +0000

Why is there no sound on my YouView box?

If your YouView box is not tuned in via its RF (aerial) connection when you turn it on, you may not hear any sound when you play a programme on YouView iPlayer. If you're experiencing this problem, please try the following:

Make sure you have an RF (aerial) connection to the YouView box
Make sure you have tuned the broadcast channels on the box (via YouView settings > TV Signal & Quality > Re-tune Channels)
Reboot the box via the switch on the back, making sure the aerial is still connected

Anonymous (not verified) 03 October 2019

Why doesn't Ģ��Ƶ iPlayer fit on my Roku or NOW TV screen?

Anonymous — Thu, 03 Oct 2019 13:44:09 +0000

Why doesn't Ģ��Ƶ iPlayer fit on my Roku or NOW TV screen?

Some Roku/NOW TV users are experiencing difficulties with displaying Ģ��Ƶ iPlayer where some of the navigation menu is off-screen.

What’s happening?

The issue only happens on older TVs (CRT TVs, not digital TVs) with Roku or NOW TV devices connected. We’ve found that the issue only occurs with display resolutions 4:3 or 16:9.

By default, the display setting on Roku/NOW TV is set up for HD TV (HDTV 720p). Changing the resolution from the default 720 (HDTV 720p) to 4:3 or 16:9 by going to your Roku/NOW TV settings menu (Settings/Display Type) causes the problem to occur.

How can I fix it?

If you have a Roku/NOW TV box connected to an older TV, check the display type in settings by going to Settings > Display Type.

If it is currently set as 720 leave it on this display setting
If it is set to any other resolution and if 720 is available to select, please change your display type to 720
If 720 is not available to select, the only way you can resolve this is by connecting your Roku device/NOW TV box to a smart TV, where the 720 option will become available

Please note that a factory reset does not resolve this issue.

Anonymous (not verified) 03 October 2019

What should I do if I can't access Ģ��Ƶ iPlayer on my PlayStation?

Anonymous — Thu, 03 Oct 2019 13:45:45 +0000

What should I do if I can't access Ģ��Ƶ iPlayer on my PlayStation?

If you’re having trouble accessing Ģ��Ƶ iPlayer on your PlayStation 4 and can’t see the TV/Video Services option in the XMB, please try the following:

Register with the PlayStation Network
Sign in to the PlayStation Store
Download a TV/Video Service
Exit the PlayStation Store
TV/Video Services should now be displayed
Under TV/Video Services, select “My Channels”
Ģ��Ƶ iPlayer is listed under this category

It may prompt you to download Ģ��Ƶ iPlayer. Do this and the Ģ��Ƶ iPlayer icon will display in the TV/Video Services list. You may also need to restart your console a few times.

If you're still having problems accessing Ģ��Ƶ iPlayer on your PlayStation after following these steps, have a look at our Troubleshooting problems on connected TVs and games consoles page for more advice.

Anonymous (not verified) 03 October 2019

How do I remove the Watch from start notification from my TV?

Anonymous — Thu, 03 Oct 2019 13:45:45 +0000

How do I remove the Watch from start notification from my TV?

When watching Ģ��Ƶ programmes on your TV, you may see the option to allow you to open Ģ��Ƶ iPlayer on your TV and watch the programme from the beginning.

This can't be removed completely as it's a feature of the TV, however you can dismiss it easily when required.

To remove the this message from your screen, simply press the yellow button or the back button on your remote.

Sky Q users can use the back button on their remote.

Without pressing any buttons, it can take up to 30 seconds for the message to disappear.

Anonymous (not verified) 03 October 2019

Troubleshooting problems on connected TVs and games consoles

Anonymous — Thu, 03 Oct 2019 13:46:29 +0000

Troubleshooting problems on connected TVs and games consoles

Having problems with Ģ��Ƶ iPlayer on your TV, Blu-ray player, set-top box, console, or streamer? Try these steps to see if they help:

Restart your device
This could mean just leaving it switched off at the mains for a few minutes, but check your manual or with the manufacturer in case there’s an alternative recommended method for your device.
Disconnect the device from the internet then reconnect
This will refresh your internet connection and may get the Ģ��Ƶ iPlayer app up and running again.
Update your device's firmware (this is usually found in the device ‘settings/system information’ and may be called 'software' or 'system')
Sometimes bugs may have been fixed in an update. If you need assistance with updating the firmware, contact your manufacturer, check online or look in your user guide.
Uninstall and reinstall the app
If your device lets you add and remove apps, try removing the Ģ��Ƶ iPlayer app and re-adding it. If you're not sure about how to do that, you should contact your manufacturer.

Having problems playing programmes (streaming)?

In addition to the steps above:

Try switching off other devices using the internet at the same time
These will be competing for bandwidth which could impact on steady playback and cause buffering.
Try connecting your device to your router directly with an Ethernet cable
If you're using WiFi and your device is some distance from the router, the quality of your connection can be compromised. Connecting using a cable can make a real difference and eliminates possible WiFi interference.
Try changing the video quality to Standard Definition
Streaming programmes in High Definition or Best Quality will require more bandwidth and might cause buffering if your internet connection isn't strong enough. To change to Standard Definition video quality, go to Settings, then Settings & Help, then Video Quality.

Still need help?

If you’re still having trouble and you haven't been able to resolve the problem, please contact us and let us know what you've tried. Please provide as much information as possible:

The full system information details. Check our Where can I find system information for my connected TV or games console? for advice on how to find this.
What kind of device is it? (Smart TV, games console, streamer, set-top box, etc.) Include the model number and the version of software if possible.
Is an error message displayed? What exactly does it say? What is the error number? (e.g. 02100)
When did the problem happen or start?
Does the problem affect one or more programmes? Which programmes are affected? If it’s just one programme, check our known issues page just in case it’s known already.
Does it affect live or on-demand programmes (or both)?
Are you using the BETA version?
Detail the steps to reproduce the problem or fault.

Anonymous (not verified) 03 October 2019

Smart TV and games console issues

Why is the audio out of sync on my Amazon Fire TV Stick?

Why does 'Watch from the Start' not show the beginning of the programme on my TV?

Where can I find system information for my connected TV or games console?

Why am I having problems with my Chromecast?

What should I do if my issue isn't listed?

Will updating the software on my TV provide a better Ģ������Ƶ iPlayer experience?

Why is there no sound on my YouView box?

Why doesn't Ģ������Ƶ iPlayer fit on my Roku or NOW TV screen?

What’s happening?

How can I fix it?

What should I do if I can't access Ģ������Ƶ iPlayer on my PlayStation?

How do I remove the Watch from start notification from my TV?

Troubleshooting problems on connected TVs and games consoles

Having problems playing programmes (streaming)?

Still need help?

Will updating the software on my TV provide a better Ģ��Ƶ iPlayer experience?

Why doesn't Ģ��Ƶ iPlayer fit on my Roku or NOW TV screen?

What should I do if I can't access Ģ��Ƶ iPlayer on my PlayStation?