Disappearing/not working iPlayer on the UE55JS8000T

[AntS]

Hi @Markbo and @crashcris.

Noticed that you guys were having an issue with iPlayer being missing/not working on your UE55JS8000's. Is this still happening for you?

If so, are your TV's on the latest software (version 1530.1; available for download here); and anything unusual with other apps or your network speeds?

[crashcris]

Hello. Yes I'm on 1530.

The iplayer worked fine until about 2 weeks ago.

Then it would only display the BBC iPlayer logo with the word "loading" beneath. Then it hangs like that.

The NowTV app when launched displays a bright white screen of nothing and hangs like that. I have found that if I reinstall the NowTV app, I have full functionality and this will continue until I turn the TV off at which point I'd need to reinstall again should I wish to turn my TV on again and watch NowTV. Sadly this slightly labourious process does nothing to kick start the BBC iPlayer. I have even rebooted the one connect mini, all to no avail.

 Cheers . Cris.

[AntS]

Cheers @crashcris.

I've pitched this at our Product Specialist for some further advice, and will get back to you with that as soon as I have a reply from them.

[Markbo]

Hi 

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@AntS wrote:

Hi @Markbo and @crashcris.

Noticed that you guys were having an issue with iPlayer being missing/not working on your UE55JS8000's. Is this still happening for you?

If so, are your TV's on the latest software (version 1530.1; available for download here); and anything unusual with other apps or your network speeds?

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Hi @Ants

Sorry for the delay in responding to your earlier message. Yes BBC iPlayer is still failing to load. I have the 1530.1 software installed and the problem seems to be exclusive to iPlayer all other apps seem to be working OK. The failure to load occurred after doing a factory reset, which I did to overcome an issue where after switching on the TV after a minute os so the screen would go black and the only way to get the picture back was by selecting the paticular HDMI input I was watching from the source button then that input would remain OK. The factory reset solved that problem but when signing back into my apps I discovered the iPlayer would stick on the loading screen.  The iplayer worked fine prior to the factory reset.

Edit

Just thought of some more info your technicians might find useful, I have tried further factory resets and also resetting the smart hub but to no avail. I didn't do a factory reset when installing software 1530.1 which was installed as soon as it was available. The issue that caused me to do the factory reset developed a few weeks after installing 1530.1.

[crashcris]

It's been a while and the issue persists. Any word back from those who know? Cheers.

[JAMES4578]

Hopefully  if no info received thus far, a satisfactory response in due course.    @AntS   is unavailable this week though.

[AntS]

Hi @crashcris.

Apologies for the delay. My colleague has got back to me. A remote management session with one of the Support team should be able to fix this one for you. I've sent you a PM.

[Tinbum]

I have the same issue on a UE40MU6470U and have done for some months- its just had an automatic software update and still has the same issue. When it first happened I requested support and they just said it was a known issue. I'm supprised and very disapointed that months later its not sorted.

[paul1277]

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@Tinbum wrote:

I have the same issue on a UE40MU6470U and have done for some months- its just had an automatic software update and still has the same issue. When it first happened I requested support and they just said it was a known issue. I'm supprised and very disapointed that months later its not sorted.

I think you have given enough time and that is quite a good excuse to do nothing. The TV should work and if it does  not then there must be a fault. They can not say every model has the same issues. Therefore it's a fault with you set. Contact your retailer and inform them when you first reported this fault. Ask for it to be fixed and if it can not ask for a refund. 

Paul

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[AntS]

Hi @Tinbum. Which software version is it now on?

Edit: And just to confirm, are you getting the '02001' error message on iPlayer or something different?