• BBC iPlayer
iPlayer Help Downloads Why can't I download programmes on my Android or Amazon Fire phone/tablet?

Why can't I download programmes on my Android or Amazon Fire phone/tablet?

We believe that the vast majority of devices will enjoy a great video downloading experience. (You can only download programmes when your device is connected to Wi-Fi).

However, with more than five thousand different phone and tablet models able to install the BBC iPlayer Android and Amazon Fire app, there are likely to be a number of devices that exhibit bugs concerning download behaviour.

We're currently investigating a separate issue where downloads are not completing on some Android and Amazon Fire devices for some users. If you're not using one of the devices listed below then please have a look at the Why are downloads failing on Android or Amazon Fire devices? FAQ. Otherwise please read the information below.

What devices don't support downloads?

Should the BBC be made aware of a major issue with the downloads feature that is affecting a particular device, we now have the option to disable this feature for that specific model and Operating System combination, while we assess whether it can be fixed.

The following devices are currently experiencing such serious bugs with video downloads that we have been forced to disable this feature:

Acer Iconia Tab A1-810
Acer Iconia Tab B1-710
Asus MeMo Pad 7
HTC Desire C
Huawei G510
Lenovo IdeaTab S6000F

What devices do support downloads?

Apart from the models listed above, we try to make our download feature available on devices running Android 4.1 and above and Amazon Fire OS 4 and above. However, some of the devices that are able to install the BBC iPlayer Android and Amazon Fire app can experience less critical bugs with video downloading. Rather than disable the feature for those users, we think that any video download experience is better than nothing. Here is a list of devices that we know have significant problems: 

Device Issue
All devices running Android Operating System KitKat (version 4.4 or above) Occasionally a downloaded video will freeze or the screen will go black, but audio will continue.
Google Nexus 10 When returning to continue watching a downloaded programme, the device will occasionally crash.
Samsung Galaxy TabPro 10.1 Downloaded programmes will only play when a Wi-Fi signal is detected.

What should I do if I'm still having trouble with downloads?

If your device does not appear in the above lists and you have a problem, please check the following:

  1. Make sure you have the latest version of the BBC iPlayer app (check in the Google Play Store or Amazon Appstore and if you are prompted to "Open" the app, you have the latest version already)
  2. Make sure your device is running on Android OS version 4.1 or above or Amazon Fire OS 4 or above. For Android, this can be found in Settings > About Device. On Amazon Fire devices, swipe down from the top of the screen, open Quick Settings and go to More > Device > About
  3. Try the steps in our Troubleshooting problems for Downloads on Mobile and Tablet FAQ

If you are still experiencing major problems with video downloads in the BBC iPlayer Android and Amazon Fire app after these checks, please contact us using the link below, providing the following information:

  1. Device name
  2. Model number
  3. Android or Amazon Fire operating system version (for Android, go to Settings then About Device; for Amazon Fire, swipe down from the top of the screen and select Quick Settings, then More > Device > About)
  4. Phone/tablet network provider
  5. Explanation of the problem
  6. Clear steps for us to reproduce the problem

We can't promise that we will fix every issue that is brought to our attention (there may be device limitations that prevent us from doing so) but we will seek to address problems according to the complexity of the issue as well as the UK popularity and the user numbers of the device itself.

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