This topic

App on Samsung TV KS7000 - BR Sport - Adverts appear every 5 mins

caelocanth — Tue, 07 Dec 2021 20:31:32 GMT

Hi All,

I am hoping that someone out there can help.

Whilst watching the BT sport via the app on a Samsung KS7000 TV, the stream is interrupted every 5 mins by a cycle of adverts for Dune, No Time To Die and The Addams Family 2. It is as if there is a screensaver.

Is it possible to switch this off? It is so frustrating to have to reach for the remote EVERY 5 minutes!

Thanks

Caelocanth

Re: App on Samsung TV KS7000 - BR Sport - Adverts appear every 5 mins

rowdydowdy — Wed, 08 Dec 2021 05:50:35 GMT

I have the same issue with my Fire TV.

Any advice BT?

Re: App on Samsung TV KS7000 - BR Sport - Adverts appear every 5 mins

DarrenDev — Wed, 08 Dec 2021 08:00:53 GMT

You've mentioned reaching for your remote. Does pressing a button on the remote do something to stop the ads? I can't think what could be happening that would cause ads every 5 minutes - especially with reports of it happening on both Samsung TV and Fire TV.

Re: App on Samsung TV KS7000 - BR Sport - Adverts appear every 5 mins

rowdydowdy — Wed, 08 Dec 2021 08:07:58 GMT

Yes pressing back on the device remote causes the ads to stop, but they come back after 5 minutes.

Re: App on Samsung TV KS7000 - BR Sport - Adverts appear every 5 mins

DarrenDev — Wed, 08 Dec 2021 08:10:51 GMT

So the ads are appearing over the top of the BT Sport channel, and pressing back causes the ad to stop, but the BT Sport channel continues playing? Or do you also need to start the BT Sport channel again after pressing back?

Re: App on Samsung TV KS7000 - BR Sport - Adverts appear every 5 mins

rowdydowdy — Wed, 08 Dec 2021 08:13:45 GMT

Yes the ads are appearing over the top of the BT Sport channel, I can still hear the audio of the channel, and pressing back causes the ad to stop, and yes the BT Sport channel continues playing.

No there is no need to start the BT Sport channel again after pressing back.

Re: App on Samsung TV KS7000 - BR Sport - Adverts appear every 5 mins

rowdydowdy — Wed, 08 Dec 2021 08:14:42 GMT

Ahh quick update this doesn't happen on the BT sport channel only the BT App.

Re: App on Samsung TV KS7000 - BR Sport - Adverts appear every 5 mins

DarrenDev — Wed, 08 Dec 2021 08:17:53 GMT

Sorry, I thought I understood right up until that last comment.
What do you been by only happening in the BT app? Do you mean BT TV app?

Re: App on Samsung TV KS7000 - BR Sport - Adverts appear every 5 mins

rowdydowdy — Wed, 08 Dec 2021 08:27:53 GMT

Yes its the BT TV App.

Re: App on Samsung TV KS7000 - BR Sport - Adverts appear every 5 mins

DarrenDev — Wed, 08 Dec 2021 08:30:07 GMT

Ok thanks. One final question - do the ads have branding on them? Is it advertising those movies as being on BT TV? Or some other platform?

Re: App on Samsung TV KS7000 - BR Sport - Adverts appear every 5 mins

rowdydowdy — Wed, 08 Dec 2021 08:38:03 GMT

Hi, yes it's films that are on the BT TV platform and not from any other app that is stored on the device.

Re: App on Samsung TV KS7000 - BR Sport - Adverts appear every 5 mins

DarrenDev — Wed, 08 Dec 2021 10:22:11 GMT

Thanks everyone - I misunderstood adverts to mean videos, but I now realise it's the picture ads used for the screensaver.
We updated our config server earlier this week, and it appears to be serving incorrect screensaver config.
We're working to fix this ASAP. Sorry for the inconvenience.

Re: App on Samsung TV KS7000 - BR Sport - Adverts appear every 5 mins

DarrenDev — Thu, 09 Dec 2021 11:02:18 GMT

Just to close this one off - the config was fixed yesterday lunchtime. You shouldn't see the screensaver interfering with video anymore.

Re: App on Samsung TV KS7000 - BR Sport - Adverts appear every 5 mins

rowdydowdy — Thu, 09 Dec 2021 11:37:18 GMT

thanks

Re: App on Samsung TV KS7000 - BR Sport - Adverts appear every 5 mins

caelocanth — Thu, 09 Dec 2021 11:40:41 GMT

Many thanks. I'll check out this evening. I appreciate you reacting and resolving.