topic Re: Re: QN94A TV switching off with BBC iPlayer in TV

QN94A TV switching off with BBC iPlayer

g0akc — Mon, 07 Feb 2022 12:55:59 GMT

Our new QN94A TV keeps turning itself off mid way through watching different content on BBC iPlayer using the TV's own app. It's done it several times now.

I thought it might be the auto power off - though there had been interaction/remote presses within the time set (4 hours) - including to launch the app.

There was no dialogue box each time - TV just went dark/off - I had to turn TV back on with remote and relaunch the app to resume playing the programme. It doesn't happen at any particular part of the programme.

I have the auto power off dialogue box come up when watching via a Virgin set top box - that at least gave me the chance to press a button on the remote to continue viewing.

Any ideas?

For now I've disabled the auto power off feature to see if that resolve it. We are unlikely to forget to turn it off anyway.

Re: QN94A TV switching off with BBC iPlayer

xSteveuk — Mon, 07 Feb 2022 13:06:46 GMT

Hi,
This page may be helpful to you

Troubleshooting iplayer

https://www.bbc.co.uk/iplayer/help/questions/smart-tv-and-games-console-issues/troubleshooting-tv-games

Re: QN94A TV switching off with BBC iPlayer

g0akc — Mon, 07 Feb 2022 13:36:54 GMT

Thanks - but none of the suggestions there applies.

Re: QN94A TV switching off with BBC iPlayer

JAMES4578 — Mon, 07 Feb 2022 15:02:19 GMT

Hi @g0akc It may be the Auto Power of which has caused the issue . If still problems Are you using the Beta version of iplayer or the standard version, you could check the other version to see if that makes any difference. Another idea would be a Factory Reset.

Re: QN94A TV switching off with BBC iPlayer

g0akc — Mon, 07 Feb 2022 15:14:48 GMT

Thanks, I’ll check those things. The TV is only 5 days old. Apps as came from factory. Showed no updates needed. Ethernet connection to router. 200meg broadband.

Seeing how it goes with auto power off though currently it looks like a bug causing a shutdown….

Re: QN94A TV switching off with BBC iPlayer

g0akc — Mon, 07 Feb 2022 15:43:10 GMT

App shows as latest version - not Beta - option to delete it appears to be greyed out. Clicked on re-install instead - not sure how much of a re-install it was as user credentials were still there.

Re: Re: QN94A TV switching off with BBC iPlayer

JAMES4578 — Mon, 07 Feb 2022 15:51:49 GMT

@g0akc oh right,still best to reinstall. On an older model within the app itself there is option to use Beta version via settings.

Re: Re: QN94A TV switching off with BBC iPlayer

g0akc — Wed, 09 Feb 2022 15:33:41 GMT

The TV hasn't switched off since changing the auto power off setting - I will keep monitoring.

If it was due to the auto power off - It does beg the questions:

Why remote control button presses (to start to iPlayer app and select programme) were seemingly ignored by the auto power off timer
Why there was no dialogue box asking about continuing watching rather than the TV just powering down.

Re: Re: QN94A TV switching off with BBC iPlayer

g0akc — Sat, 26 Feb 2022 21:33:08 GMT

This fault has occurred again tonight. The TV had been working alright through the day, with a Virgin Media box (watching sports and Netflix). I switched to using the TVs own app for BBC iPlayer. About 40 minutes into a programme and issue happened - TV switched itself off. I had to power back on from standby and resume (I resumed the programme on the Virgin box copy of the app instead of on the telly itself).

The auto power off feature is turned off.

This definitely appears to be a bug/fault with the app on this TV which is a month old.

How can I raise this into Samsung for investigation/resolution? I hope to bypass more basic troubleshooting if possible.

Re: QN94A TV switching off with BBC iPlayer

Mipal — Mon, 28 Feb 2022 19:35:47 GMT

I am having the exact same problem. I have had the TV about 2 months. I also have made sure the auto off is not enabled.

It happened about four times last night but so far today it has not reoccurred.

I wonder whether it is the TV or Iplayer?

Re: QN94A TV switching off with BBC iPlayer

Mipal — Mon, 28 Feb 2022 19:36:19 GMT

I am having the exact same problem. I have had the TV about 2 months. I also have made sure the auto off is not enabled.

It happened about four times last night but so far today it has not reoccurred.

I wonder whether it is the TV or I player?

Re: QN94A TV switching off with BBC iPlayer

g0akc — Tue, 01 Mar 2022 08:38:11 GMT

That’s interesting Mipal - that it’s affecting others. I now firmly believe it’s due to a software bug in the iPlayer app for the Samsung TV. I have a workaround in that I can watch iPlayer using a different box (which is presumably a different version of the app). Nonetheless I would like this resolved. I’m an electronics engineer with years of experience in similar areas, including in the TV broadcast industry. I’m looking how best to raise this with Samsung (and/or BBC) - just calling a consumer helpline is likely to be frustrating - they probably won’t understand the issue or won’t believe me. I will update here.

regards, Tony

Re: QN94A TV switching off with BBC iPlayer

g0akc — Tue, 01 Mar 2022 10:56:22 GMT

I’ve reported this bug to the BBC.

Re: QN94A TV switching off with BBC iPlayer

Mipal — Tue, 01 Mar 2022 11:17:53 GMT

Hi Tony,

yes I think you are correct that it is an iPlayer software bug. I have noticed a report about it happening on a Panasonic TV as well.

Well done for reporting it. Watch this space.

Regards,

Mike

Re: QN94A TV switching off with BBC iPlayer

g0akc — Tue, 01 Mar 2022 11:55:48 GMT

Thanks Mike

that’s useful

I’m onto Samsung support via a chat but it’s slow - they want me to try needless things like DNS settings and so on (I don’t believe it’s anything to do with the network or my ISP).

Cheers for now

Re: QN94A TV switching off with BBC iPlayer

g0akc — Tue, 01 Mar 2022 16:09:00 GMT

The BBC have come back to me via email asking a few questions but mainly suggesting I try turning the TV off and on again and checking for updates...

They wanted the system information - which is found by going into the settings (of the app itself, not the TV) as here

in my case it is as follows:

Application Version: 25.5.9.0

Bigscreen Version 5.2.1

Beta mode No

Build Identifier (shows the date and time)

Framework version 12.0.0

Device Samsung TV 2021 NIKEM2 QTV

Launched Live, Environment Live

etc.

Is yours the same ?

Re: QN94A TV switching off with BBC iPlayer

Mipal — Tue, 01 Mar 2022 16:20:21 GMT

Hi,

Mine is exactly the same as yours.

I haven't had the problem again yet and I'm working through the back catalogue of Peaky Blinders, so I've been using iPlayer quite a bit since. Very strange indeed.

Rgds,

Mike

Re: QN94A TV switching off with BBC iPlayer

g0akc — Tue, 01 Mar 2022 19:20:39 GMT

It's 'got a bit silly' now - Samsung support had me try resetting the 'Smart Hub' - in settings/support/device care/self diagnostics

That was a pain since it basically signed me out of all accounts, lost some of the apps that add been added and so on - had to sign into them all again (but not iPlayer for some reason, account was still there)

Now iPlayer is acting up and keep getting error code 01119 - 'try later' and very sluggish

I've turned mains off/on and so on to no avail

At least it did play an episode without crashing

Re: QN94A TV switching off with BBC iPlayer

g0akc — Tue, 01 Mar 2022 20:25:28 GMT

So iPlayer is playing up all round here tonight - I get the same with a set top box too.

there’s a message about some changes having been made - not sure if it’s that or the football being on?

Re: QN94A TV switching off with BBC iPlayer

Mipal — Tue, 01 Mar 2022 21:17:24 GMT

I shan't be doing that then.

It looks as though they (BBC) may have recognised a problem/s or are doing updates, as messages on screen today have said that it will not look "normal" and they can't show your viewed programs at the moment.

Maybe sit on it for a day or so to see if it improves.

Mike