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iPlayer Help Latest News & Issues Why am I having problems with the BBC iPlayer Downloads application?

Why am I having problems with the BBC iPlayer Downloads application?

We're aware that a small number of people are experiencing problems with version 2 of BBC iPlayer Downloads for PC and Mac. 

What can I do?

  • I'm seeing an "Installation of an essential component failed” message
    This error message will appear if your computer isn’t connected to the internet. Make sure your computer is connected to the internet, then simply close and restart the BBC iPlayer Downloads application.
  • Downloads are stopping at 99% 
    We know that some programmes, when attempting to download, stop at 99%. When this happens you can still play the programme and it shouldn't affect your viewing quality. 
  • I'm seeing a "Download Failed" message 
    If you see a Download Failed message when you try to download or watch a programme, try deleting the download and downloading it again, making sure your computer has a strong internet connection throughout the downloading process.

    It's also worth making sure you're using the latest version of the BBC iPlayer Downloads application. Check the How do I update BBC iPlayer Downloads? page for advice on how to do that.
  • I'm seeing a black screen
    This could be because some required components weren't installed because the application was installed offline. To fix this, uninstall the application and reinstall it, making sure your computer is online throughout the entire installation.
  • I'm seeing a white screen
    This could be because of incompatibilities between the software of the application and the hardware of your computer. We’re working on resolving this, but in the meantime, try uninstalling and reinstalling the application.

    If you’re using Windows and reinstalling the application hasn’t helped, some users have reported that deleting a file called ‘d3dcompiler_47.dll’ allows you to use the application again. The location of the file is listed below. We only advise users who experience the white screen issue to try this.

    C: > Users > [username] > AppData > Local > bbciplayerdownloads > app-2.5.3 > d3dcompiler_47.dll

    It’s possible that if you delete the d3dcompiler.dll, you may have to manually update the application when future updates are released.

I'm having trouble playing my downloaded programmes

  • The programme is buffering
    If the programme you've downloaded is buffering when you try to play it, check that the programme has fully downloaded. (You can start to play back a programme before the whole programme has downloaded. If the whole programme has not downloaded, you might experience buffering.)
  • I'm seeing a "Content not working" message
    If the programme has fully downloaded and you're seeing a "Content not working" message, or there's sound but no picture, try deleting the programme and downloading it again.
  • I'm seeing a "DRM licence failed" message
    If you're seeing a DRM licence failed message, it could be because the programme you've downloaded has now expired. But if you're sure it hasn't expired, try deleting it and downloading it again, making sure your device is online throughout the entire downloading process.

    If the DRM licence has been revoked (perhaps for legal reasons), it's worth checking the BBC iPlayer website at a later date to see if the programme has become available again.

 

Is your downloads folder no longer accessible?

If you get an error message when you try to view or download a programme, the app may not be able to access the programme file. 

  • Are you using a network or removable drive?
    If the drive is removable and is not connected, you will need to reconnect the drive in order to play the programme. If the drive is shared on a network and it has disconnected, you will need to reconnect the drive in order to play the programme. 
  • Do you have the right permissions for the destination folder?
    Click on View in Finder/View in Explorer and check your folder permissions. To see if you have the right permissions, try creating a new file in this folder. If you don't have the right permission levels for the destination folder, contact your network administrator. 
  • Is the destination folder still there? 
    You can check if you have accidentally deleted or relocated the folder by clicking on View in Finder/View in Explorer to see if it's accessible. If it isn't accessible, you can try the following options: 
  1. Locate it on your system and restore it
  2. Recreate the folder and re-download the missing programmes
  3. Change your destination folder and re-download the missing programmes

If you have accidentally deleted or relocated the programme file, you will need to remove the programme from your My Downloads list and download it again.

 

If you had BBC iPlayer Downloads installed on your computer prior to February 2018, you might still have the older version, known as version 1. Version 1 has now been closed, so make sure this has been completely removed from your computer.

To install version 2 of BBC iPlayer Downloads, follow our installation guide on the How do I install BBC iPlayer Downloads (PC/Mac)? page. 

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