ITV Hub gets stuck after adverts

[Mr-Pez]

I've read a lot on various forums but I haven't found a solution to this.

When I try to use ITV Hub I can usually get to the first set of adverts but then the playback just stops. If I try and stop and then resume from where I left off I get the privilage of watching the adverts again but it doesn't get to the programme.

This is only on my Sony Bravia KD-49X8305C. I can watch online or on a firestick without issue. My TV is up to date with firmware V5.433. My ISP is Vodafone. I tried watching through a VPN but that didn't work either.

I used to have the same problem with All4 but it seemed to get resolved with a software update.

Are there any fixes here? Its very frustrating as I get this TV for its 'Smart' features and figured that an Adroid would be a good bet but I've never not had issues like these.

[Sean_Mc]

Hi there,

Welcome to the Sony Community.

Have you checked that the App has been updated to the latest version?

It might be also worth resetting your TV which should fix these types of issues. You can see more details on how to perform this here.

Let me know how you get on.

Best wishes,

Sean Mc

[Mr-Pez]

Thanks for the reply.

I'm not sure how to check the app version? I thought it was linked with Youview?

As for resetting, if it really is likely to work I would have a go. However, in general I dislike this advice as it is frequently recommended when a cause isn't known and it can come with a lot of associated work to set it back up to the way it was. When I was having the similar issues with All4 I did this and it made no difference.

[Vanilla_]

Hello Mr-Pez,

I'd also suggest that you reset the TV. I've seen other users facing the same problem and was only solved with a reset.

Let us know if it solves it.

Vanilla_

[seniyawr]

Hi Mr Pez
Having the same Sony model TV as yourself I am experiencing the same problem with an ITV catch up program freezing during the first set of adverts with the annoying message ‘ Whoops there seems to be a problem watching the video’.
My firmware and software is up to date. I have tried a factory reset. I have cleared the data and cache on the Youview App YVServiceHost. I have turned off the WiFi and connected direct to the router with an Ethernet cable but nothing I have tried has fixed the issue.
Like yourself Mr Pez the problem does not happen through the Firestick or Laptop. I have fast fibre broadband.
ITV Hub works fine on a Panasonic TV using the Freeview platform so there must be a compatibility issue with Sony and Youview on this model TV.
Sony please resolve this frustrating issue !

[RD1951]

I had this problem what i did after checking for the latest updates etc. As a final resort i turned off youview so i could at least record the programs i wanted to watch. But this was not suitable for all users so i re set youview to find it was now working. 

[seniyawr]

Thank you for your suggestion however i have disabled and re-enabled YouView and it did not make any difference.

This issue needs a technical solution by Sony.

[RD1951]

Sorry it didnt work it was just a work round that i found worked for me worth  a try.Sent from my Samsung Galaxy smartphone.

[Win_88]

Hi Mr-Pez,

Do you get any error messages when the issue happens?

Have you tried connecting the TV to a Wi-Fi Hotspot instead of your home network as a test?

Win_88

[RD1951]

No i have 2 tv's both on same wifi and itv hub.  The none sony works fine so i think it is down to tv or youview. I hope this answers your questions.Sent from my Samsung Galaxy smartphone.