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iPlayer Help Troubleshooting Connected TV & Games Consoles Troubleshooting problems on Connected TVs and Games Consoles

Troubleshooting problems on Connected TVs and Games Consoles

Having trouble getting BBC iPlayer to load on your connected TV? Keep updated with our Latest News FAQ: Why is BBC iPlayer failing to load on my smart TV or connected TV device?

Experiencing issues with Live Restart on your Roku or Now TV device? Check our Why can't I restart live TV on my Roku or Now TV device? FAQ for information and updates about this issue.

Having problems with iPlayer on your TV, Blu-ray player, set-top box, console, or streamer? Here's a list of steps to try to resolve the issue:

  • 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.
  • Update your firmware (This is usually in device ‘settings/system information’)
    Sometimes bugs may have been fixed in an update. If you need assistance with updating the firmware, contact your service provider or manufacturer.
  • Uninstall/Reinstall the app
    If your device lets you add and remove apps try removing the BBC iPlayer app and re-adding it. If you're not sure about how to do that then you should contact your manufacturer.

Problems playing programmes (streaming)?

If you’re having a problem when trying to play a programme, either live or on-demand, in addition to the above steps:

  • 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.
  • Try connecting your device to your router directly with an Ethernet cable
    If you're using Wi-Fi 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 Wi-Fi interference. 
  • 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

Still need help?

If you’re still having issues and need to contact us then please provide the following info to help us:

  • Check our iPlayer System Information FAQ to find out what version of the iPlayer software you have installed.
  • What kind of device is it? (Console/TV/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? (Date/Time)
  • Does the problem affect one or more programmes? If it’s just one programme, check our Latest programme updates and information FAQ just in case it’s known already.
  • Does it affect live or on-demand programmes?
  • Which programme(s) are affected?
  • Are you using the BETA version?
  • Detail the steps to reproduce the problem or fault.

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