Troubleshooting problems on connected TVs and games consoles

Having problems with ³ÉÈËÂÛ̳ iPlayer on your TV, Blu-ray player, set-top box, console, or streamer? Try these steps to see if they help:

  1. Restart your device
    This could mean just leaving it switched off at the mains for a few minutes, but check with your manual or service provider in case there’s an alternative recommended method for your device.
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  2. Disconnect the device from the internet then reconnect
    This might refresh your internet connection and get the ³ÉÈËÂÛ̳ iPlayer app up and running again for you.
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  3. 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 service provider or manufacturer.
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  4. Uninstall and reinstall the app
    If your device lets you add and remove apps, try removing the ³ÉÈËÂÛ̳ iPlayer app and re-adding it. If you're not sure about how to do that,Ìýyou 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.
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  • 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.Ìý
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  • 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.Ìý
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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:

  • What version of ³ÉÈËÂÛ̳ iPlayer is installed on your device? CheckÌýourÌýWhere can I find system information for my connected TV or games console?Ìýfor advice on how to find this information.
  • 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 pageÌýjust in case it’s known already.
  • Does it affect live or on-demand programmes?
  • Are you using the BETA version?
  • Detail the steps to reproduce the problem or fault.

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