topic Re: BBC iPlayer not working - brand new TV! in Other TVs

BBC iPlayer not working - brand new TV!

scott990000009 — Mon, 03 Oct 2016 20:58:15 GMT

Hi community! Hope you can help.

Just bought a new Sony Bravia TV - KDL43WD754. Was told it was a 2016 Model - now not so sure!

All internet apps work except BBC iPlayer. App loads, you can see the programmes etc but when you go to play anything, the circle spins for a while then the following message is displayed:

"02001

Something went wrong loading this programme. This is usually a temporary problem. You can try this programme again or try a different programme"

Has been doing this for the last week since we got it. No issues with connectivity, have wifi speeds of around 30Mb, all other apps work without issue, TV software completely up to date.

Have been on the BBC website for support which states 'BigScreen' iPlayer is being discontinued as of Sept 2016, but states that this model not affected.

This TV's iPlayer however does say that it is on BigScreen:

BigScreen Version: 4.5.58.1 (Thu Sep 22 2016 12:39:39 GMT+0000 (UTC))

Framework Version: 5.0.4

Any guidance would be appreciated. One of the biggest reasons for getting this TV (over a cheaper bigscreen and, say, an apple TV box) was for the inbuilt apps. Not having iPlayer - meaning no Bake Off for my wife - means it feels like a waste!

Thanks guys!

Re: BBC iPlayer not working - brand new TV!

Anonymous — Mon, 03 Oct 2016 22:51:28 GMT

Hi there

The WD75 series TV is indeed a 2016 model and is NOT affected by the iPlayer discontinuing on other models (2009/2010)

In regards to iPlayer, I know you said that all other apps work, but can you please test 5OD - as this is a UK based app and reply back.

Cheers

Re: BBC iPlayer not working - brand new TV!

scott990000009 — Tue, 04 Oct 2016 18:27:18 GMT

Hi,

Thanks for your reply.

Just checked 5od and that works fine. Seems it's just the iPlayer!

Any further guidance appreciated!

Thanks!

Re: BBC iPlayer not working - brand new TV!

Anonymous — Tue, 04 Oct 2016 19:43:44 GMT

Hi there

I think we need to take this from the top. Thanks for confirming 5OD - as if that didnt work, it would be a different problem/troubleshooting...

Can you confirm you have the latest firmware installed? v8114 - see HERE
Once you have the latest firmware installed, please perform a factory reset of the TV. Once done - test.
If that fails, can you change the TVs network settings to manual, and then use Google's DNS Servers of 8.8.8.8 and 8.8.4.4 and then test.
If you are using BT as an ISP - try disabling parental controls etc. and test

Have a read of this thread, especially the posts from 'kellydown'

https://community.sony.co.uk/t5/other-tvs/kdl-40wd653-bbc-apps-issue/td-p/2167500

If nothing works, I will escalate this to Sony Support - As I think there might be an issue somewhere.

Cheers

Re: BBC iPlayer not working - brand new TV!

scott990000009 — Wed, 05 Oct 2016 18:12:50 GMT

Thanks - followed these steps and it worked.

One happy wife watching Bake Off currently.

Many thanks!

Re: BBC iPlayer not working - brand new TV!

Vic_the_Red — Tue, 18 Oct 2016 08:50:36 GMT

Exactly same problem on a new KDL 32WD756. Solved with a factory reset (up arrow on remote and power off button on TV)

Re: BBC iPlayer not working - brand new TV!

WBR1970 — Sun, 22 Jan 2017 21:59:22 GMT

Hello, just to let you know.

I have had this issue with my xd7005.

Lost iPlayer, so did a factory reset. Went through all the hassle of resetting everything, but all ok.

Lost it again the other day. Read your forum and found I had also lost 5od, and ITVplayer wanted me to setup youview. So I turned it off and turned it on again, and it worked.

So ta very much, and if it's any help to anyone definitely try unplugging it first. 😀

Re: BBC iPlayer not working - recent and little used

andrew.clark — Sat, 26 Aug 2017 19:11:46 GMT

Have unplugged from wall and refeshed internet link. Still getting insufficient memory issue message. Parental locks are not on. Children all grown up. Please advise as we wish to use iplayer.

Re: BBC iPlayer not working - brand new TV!

Moxonpa2 — Mon, 23 Oct 2017 13:58:43 GMT

Exactly the same problem with my new TV - your fix, simply switching the power off and restarting worked a treat - thank you very much for sharing 👍

Re: BBC iPlayer not working - brand new TV!

andrew.clark — Mon, 23 Oct 2017 14:04:09 GMT

I also tried a complete switch off of TV and router. Same problem persists.
I did this twice. Memory fault keeps displaying. I suspect it will happen
with you again.

Re: BBC iPlayer not working - brand new TV!

twizzle230 — Fri, 01 Dec 2017 19:11:21 GMT

I have a Sony KD49XE8396. BBC iplayer loads but the selected programme will not play. It worked for the first 2 days after purchase but then failed. I have two other devices that connect to the same router and play iplayer successfully so it is not a network problem. Also, Netflix connects and plays programmes fine. I have done a factory re-set, loaded the latest firmware, deleted NOW TV and reinstalled the programme, switched between wired and wireless connection and more with Sony support (they are now escalating this). Any ideas?

Re: BBC iPlayer not working - brand new TV!

Vic_the_Red — Sat, 02 Dec 2017 05:26:03 GMT

Hi
Had similar problems, did a factory reset followed by a software update. Iplayer has even fine since then. Hope this helps, Sony help desk was useless.

Sent from my iPad

Re: BBC iPlayer not working - brand new TV!

twizzle230 — Sat, 02 Dec 2017 09:10:03 GMT

Hi

Sadly not.

I have found the solution though. The Sony Smart TV and the BT Smart Hub are
dumb! I had to disable the BT Smart Hub feature (BT Hub v5 broadband
router). BBC iplayer then worked.

Sony and BT need to agree Smart standards to ensure compatibility.

Re: BBC iPlayer not working - brand new TV!

robdee1000 — Sun, 04 Oct 2020 09:08:48 GMT

I had the same problem but realised that within the YouView menu (my TV has YouView built in) there is a menu with all the player apps in there. Go to YouView, press blue for the menu, go to players and enjoy.