This topic

My 5 App

silverbantam — Sun, 24 Dec 2023 14:54:25 GMT

The My 5 app is just hanging and refusing to open on my Youview box. I have tried turning it off and on again. Other catch up apps are fine.

Re: My 5 App

NeilO — Sun, 24 Dec 2023 15:49:37 GMT

Hi @silverbantam I'd recommend trying an update on the apps by following these steps.

Settings > Software Information > Update software.
Settings > Software Information > Update players and apps.

Thanks

Neil

Re: My 5 App

silverbantam — Sun, 24 Dec 2023 16:14:18 GMT

Software already updated and get a message “We can’t update your apps” when I try to update the apps.

Re: My 5 App

Weerab1983 — Sun, 24 Dec 2023 16:35:13 GMT

I've had the same issue when checking for app updates. Been like that since the BT update to EE

Re: My 5 App

NeilO — Sun, 24 Dec 2023 16:39:26 GMT

@silverbantam Try rebooting your Smart Hub and then the TV box. If that doesn't work a factory reset of the TV box is the only other thing you can try.

Press the Home button on the remote and select the Settings cog from the top of the screen
Select Settings
Select Factory reset and choose Keep recordings

Thanks

Neil

Re: My 5 App

silverbantam — Sun, 24 Dec 2023 18:23:26 GMT

Restarting hub and box did nothing and when I select Factory Reset it doesn’t seem to give me an option to keep recordings!!!!???

Re: My 5 App

zulu17 — Sun, 24 Dec 2023 19:36:51 GMT

@silverbantam the instructions on how to reset the box (keeping recordings) are described in

https://www.bt.com/help/tv/fix-a-problem/tv-boxes/how-do-i-reset-my-bt-tv-box-

Follow the instructions on reseting via the buttons on the box which should give you the option to keep recordings

Re: My 5 App

silverbantam — Sun, 24 Dec 2023 22:12:18 GMT

I’ve reset the box but it’s stuck on the let’s get started screen and it’s not responding to the remote control.

Re: My 5 App

silverbantam — Sun, 24 Dec 2023 22:18:27 GMT

I’ve tried resetting my box again and I get the maintenance mode menu but it’s not responding to the remote control.

Re: My 5 App

silverbantam — Sun, 24 Dec 2023 22:22:49 GMT

Turned it off and on again and now stuck on the let’s get started screen again and it’s not responding to the remote control.

Re: My 5 App

silverbantam — Sun, 24 Dec 2023 22:32:37 GMT

Can someone please help me because I have no tv at all now it’s just stuck on the let’s get started screen

Re: My 5 App

silverbantam — Sun, 24 Dec 2023 23:03:34 GMT

I’ve had to reset the remote control.

all working now but what a palaver just to get channel 5 catch-up working.

Re: My 5 App

zulu17 — Mon, 25 Dec 2023 20:52:44 GMT

Unfortunately YouView doesn't provide option to reinstall individual apps so the reset is needed.

Re: My 5 App

silverbantam — Mon, 25 Dec 2023 21:33:22 GMT

Maybe it should