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BT Sport app not working on Samsung TV

rfarragher — Tue, 02 Mar 2021 21:35:31 GMT

For some reason, 2 days ago the BT Sport app stopped working. You click on it and it doesn't open, just takes me back to the Samsung home screen. I've deleted it, reinstalled it same problem. Can anyone help as there is nothing online that I haven't tried..

Re: BT Sport app not working on Samsung TV

DarrenDev — Tue, 02 Mar 2021 21:43:55 GMT

Sorry to state the obvious, but have you tried rebooting your TV by holding down the power button until the standby light turns off?
Also, do other apps work ok still?

Re: BT Sport app not working on Samsung TV

rfarragher — Fri, 05 Mar 2021 14:58:27 GMT

Yes, all other apps work fine. Rebooted TV, checked latest software too. Doesn't make sense tbh

Re: BT Sport app not working on Samsung TV

DarrenDev — Mon, 08 Mar 2021 11:25:41 GMT

I've talked this through with the dev team this morning @rfarragher and unfortunately they cannot explain it. We don't get any logs from Samsung that might help us understand what's going on with your TV.

The only suggestion they have made is that you try a factory reset of the TV.

Re: BT Sport app not working on Samsung TV

fish26 — Mon, 08 Mar 2021 16:15:09 GMT

Hi all,

I have the same problem with my Samsung TV - so do other people I know. Factory reset with the TV does not work I have tried that.

Thanks

Re: BT Sport app not working on Samsung TV

StewM — Mon, 08 Mar 2021 20:01:52 GMT

Hi, the app works fine on my Samsung TV. Perhaps it is certain models?

Stew

Re: BT Sport app not working on Samsung TV

fish26 — Mon, 08 Mar 2021 20:15:04 GMT

Interesting to know thanks! This is a Sony Bravia (2020)

Re: BT Sport app not working on Samsung TV

DarrenDev — Mon, 08 Mar 2021 21:20:41 GMT

This forum is the only place we've seen any reports of this issue so far. We have Samsung TVs from every year since 2015 across the ranges, and none of our devices are failing. This makes it very hard for us to identify.
If we could get exact model numbers of affected TVs, it'd be really appreciated.

Also, can I just check the behaviour is the same for everyone - select the BT Sport app and what exactly happens? Does the BT Sport logo appear full screen? Is anything else seen?

Re: BT Sport app not working on Samsung TV

gomezz — Tue, 09 Mar 2021 00:13:37 GMT

Could how the TV is connected to the router be a factor as it so often is for Youview box problems? Ethernet cable or powerline adaptors?

Re: BT Sport app not working on Samsung TV

DarrenDev — Tue, 09 Mar 2021 08:57:45 GMT

If it were just a connectivity issue, it should show a "Sorry, there's been a problem" message on screen.

Re: BT Sport app not working on Samsung TV

gomezz — Tue, 09 Mar 2021 09:32:40 GMT

Assuming how a piece of software will fail in given circumstances is a rookie mistake. 🙂

Re: BT Sport app not working on Samsung TV

DarrenDev — Tue, 09 Mar 2021 10:13:56 GMT

It's not an assumption - it's a test scenario. Loss or lack of network is a certainty with all apps, so always has to be covered in design, dev, and test.
Our aim is to make sure the app never behaves as described here - we aim to catch every possible issue and present a message and error code - even if it's generic when we don't actually know what happened. Having something just disappear (or not appear in the first place) is the worst possible kind of issue to help diagnose.

Re: BT Sport app not working on Samsung TV

gomezz — Tue, 09 Mar 2021 10:39:17 GMT

And there is the assumption right there. You are assuming the issue is a loss or lack of network. What if the network connection is there and looks OK but there is something (unknown) about it which is causing a problem? Poo-pooing that as a possibility could lead to the whole support team being disbanded.

Re: BT Sport app not working on Samsung TV

DarrenDev — Tue, 09 Mar 2021 10:48:39 GMT

No-one is poo-pooing anything @gomezz - I was just trying (and clearly failing) to explain that we have exhaustive test pack (both automated and manual) from a dedicated test team that includes scenarios like this.
We also have a large number of Samsung TVs from different years and different models, distributed with members of the team across the UK.
This isn't some script kiddie in his bedroom writing the app and putting it live on his own.

Re: BT Sport app not working on Samsung TV

DarrenDev — Tue, 09 Mar 2021 12:49:59 GMT

Another thought we've had here - maybe Samsung are rolling out a software update that is changing behaviour, and none of us have it yet?
For anyone affected by this issue, if you could post here with your TV model number and software version, it'd be greatly appreciated.
For my TVs I have (Settings -> Support -> About this TV or Menu -> Support -> Contact Samsung):
Model: UE43RU7100KXXU
Version: 1374
Model: UE65TU7000KXXU
Version: 1420
Model: UE65JS9000
Version: 1560

Re: BT Sport app not working on Samsung TV

DarrenDev — Tue, 09 Mar 2021 13:57:01 GMT

I feel like maybe I'm just talking to myself here, but ...

We've had a response from Samsung on this issue. They say they're not currently in the process of rolling out any updates, and they have no possible explanation for this issue. Their recommendation is that affected users directly contact them and they can remotely debug affected TVs. They provide a number of contact options on their web site, including text chat, video chat, Facebook messenger, or calling them on 0333 000 0333

If anyone has any luck with this, I'd appreciate if you could update here.

Re: BT Sport app not working on Samsung TV

fish26 — Tue, 09 Mar 2021 16:32:48 GMT

Many thanks for your help and speed of trying to resolve this issue! Great customer service and I appreciate it! I am glad to say the issue has been resolved.

model Bravia 4K UR3

Now BT sport is working as expected. I can confirm the other people I spoke to on the matter have had the same positive outcome.

no idea why this happened though!

Re: BT Sport app not working on Samsung TV

DarrenDev — Tue, 09 Mar 2021 16:36:43 GMT

That'll teach me for speed reading @fish26 - I'd missed that you'd mentioned your issue was on a Sony TV rather than a Samsung one. That was a totally different issue, fixed with an update on Friday evening (some devices took longer than others to pick up the update).

Re: BT Sport app not working on Samsung TV

fish26 — Tue, 09 Mar 2021 16:38:31 GMT

I’ll be honest I think I misread Samsung and Sony myself!!

Re: BT Sport app not working on Samsung TV

minimatt76 — Wed, 15 Sep 2021 21:23:17 GMT

Model Code: UE50TU8000KXXU

Software Version: T-NKLDEUC-2014.1, BT-S

Hello @DarrenDev

Samsung TV details above. Tried installing the BT Sport app tonight without success. Clicked on 'install'..... thought about it for about 20 seconds with an option to cancel... then presented the same 'install' option. Doesn't seem to want to complete.

Also tried to load the footie via the Internet app. Used to be able to do this last season. Receive a message stating software is out of date (VC089). Checked for software updates in the TV settings but nothing waiting (I've set to auto install as default).

Any help appreciated thanks.