This topic

Apps unavailable yv502

Tomjeffrey20 — Tue, 26 Nov 2024 21:42:58 GMT

Homescreen saying apps unavailable at the top yv502 code ..but all apps working from the app columm

Anyone experienced this ? ..I'm using a eero 6 router

Re: Apps unavailable yv502

zulu17 — Tue, 26 Nov 2024 22:39:36 GMT

Assuming that it is YVM502 (rather than yy502) the youview advice for this "TV service is unavailable" message is

https://support.youview.com/youview-box/error-messages/fix-for-yvm502/

Is this just occuring when starting the box from standby or when assessing home page after the box has been in use for a while.

Re: Apps unavailable yv502

Tomjeffrey20 — Tue, 26 Nov 2024 22:58:13 GMT

Yes sorry my mistake on the code

It's like it all the time from reboot or standby

Re: Apps unavailable yv502

Xofttam — Wed, 27 Nov 2024 01:33:12 GMT

I am getting the exact same thing. It won't go away but the apps are working.

Re: Apps unavailable yv502

David_H — Wed, 27 Nov 2024 12:19:00 GMT

Hi, The "apps unavailable" message is due to the top carousel not being active - the default branding in the image suggests that your TV Box is either not on a valid BT/EE broadband line, or does not have an active TV subscription so isn't able to get get the necessary connection to populate, but as you say won't prevent OTT apps working if you have valid external logins.

Re: Apps unavailable yv502

zulu17 — Wed, 27 Nov 2024 12:36:25 GMT

In @Tomjeffrey20 case there was an earlier thread

https://community.bt.com/t5/EE-TV-YouView/Youview-logo-while-watching-netflix/m-p/2413437#M81898

where @David_H became involved. Did the checks performed on Tom's box indicate what might be occuring in his setup ?

Re: Apps unavailable yv502

zulu17 — Wed, 27 Nov 2024 12:47:14 GMT

I suspect that once a decision as to whether to present a Youview or an EE home page is made it would only be subsequently changed when a further check is made. I imagine this would be when the box was restarted and/or possibly once a day.

Re: Apps unavailable yv502

Tomjeffrey20 — Wed, 27 Nov 2024 12:53:46 GMT

I now habe the ee branding .but says apps unavailable at the top

.maybe because I. Using a third party router eero

Re: Apps unavailable yv502

David_H — Wed, 27 Nov 2024 13:46:16 GMT

Hi @Tomjeffrey20 thanks for confirming, the EE rebrand is part of the BB config the box gets when activating - the 3rd party router might have been a factor but most of the network calls are via https so unlikely to be impacted in the same way that multicast would be (i.e. IGMP snooping settings etc) - I'd suggest giving the box a reboot and seeing whether the issue then resolves now it knows it has a valid config and endpoints. Failing that, you drop me a DM with your TV Box serial number and I'll get things checked for you.

Cheers

David

Re: Apps unavailable yv502

Jackbycroft1991 — Wed, 27 Nov 2024 21:17:40 GMT

Both me and my father have the exact same issue. I have only noticed this error message since the recent software update.

Were both non EE customers & on virgin media

Re: Apps unavailable yv502

Xofttam — Wed, 27 Nov 2024 21:29:40 GMT

Same for me, first noticed it last night when I turned the box on. Never had the issue previously. I'm on Plusnet internet now with a third party router.

Re: Apps unavailable yv502

Midnight_Voice — Wed, 27 Nov 2024 22:55:50 GMT

@Jackbycroft1991

https://www.bt.com/help/tv/what-do-the-bt-tv-error-codes-mean-

and type in YVM502, and not any incorrect version of this error code.

Re: Apps unavailable yv502

Xofttam — Wed, 27 Nov 2024 22:08:41 GMT

It just says restart your box & router which don't fix the issue

Re: Apps unavailable yv502

Midnight_Voice — Wed, 27 Nov 2024 23:01:20 GMT

@Xofttam

And concludes:-

If you're still having a problem then contact the TV Helpdesk >

Have you done this? Though you may now need to wait until 7am to talk to them 😢

Re: Apps unavailable yv502

Xofttam — Wed, 27 Nov 2024 23:46:40 GMT

Strangely it seems to be fixed now. 😄 Many thanks for your reply!

Re: Apps unavailable yv502

Jackbycroft1991 — Thu, 28 Nov 2024 00:14:40 GMT

Did you do anything to fix ? Mine is still the same

Re: Apps unavailable yv502

Xofttam — Thu, 28 Nov 2024 00:19:47 GMT

Nope, I turned the box off at the power and back on about 9 hours ago but it had been on standby since then. I turned it on and didn't even notice it had gone for about 20 mins. One thing I'd noticed last night when I had the message was the featured apps row had shrunk a little bit. But now the message has gone and the featured apps row is back the size it used to be. So I'm wondering if the software has been rolled back or something.

Re: Apps unavailable yv502

David_H — Thu, 28 Nov 2024 10:44:41 GMT

Hi, glad to hear things are now working as expected. We believe the issue was partially due to a Youview change on the 26th November that (depending on some other factors) meant that the top app rail was not populated although the underlying apps remained fully functional. That change was reverted last night and we've confirmed service has been restored for the affected boxes. If you are on a BT/EE box and still see the issue, a quick reboot should fix stuff.

Sorry for the blip.

Cheers

David