U TV app not loading on BT YouView box

[AE2023]

We have a BT YouView box.

The U TV app (U&Drama etc) is not loading. Other apps (BBC iplayer, Netflix) are loading successfully. The internet connection is fine.

We have tried a box reset. No change.

The YouView box software is up to date.

The box is a Humax DTRT2100.

Is there a service issue with U TV apps?

Any other suggested checks and fixes?

[Peter_W]

Good morning @AE2023.

Welcome to the BT Community 😊

I've just given this a quick test at my end and I was definitely able to load the U app. 

At what point does this seem to be failing, is it as soon as you load the app, or is it when trying to view a specific bit of content?

Also if you see any error codes, have you tried checking them here?

What do the EE TV error codes mean? | BT Help

Peter

[Sunny13]

Hi.  I have been experiencing the same problem since Tuesday.  The U App on my tv was fine on Monday but since Tuesday it has refused to open, its opening screen either freezing or flashing.  There are no error codes.  I can watch U tv channels fine but cannot stream.  I have no problem with any other Apps - and the U App opens on my laptop.  UKTVplay has been unable to help even though it now seems that I'm not the only one!

Any suggestions gratefully received.

[Peter_W]

Thanks for flagging this too, @Sunny13.

Which box is it you're using here? 

If you're not 100% sure please feel free to post a pic 😊

Peter

[Sunny13]

It's a BT YouView, I think.  Says BT 4K UHD on the front.

[AE2023]

Thanks for the swift response Peter.

The U TV app does not load to the homepage. We see the loading page (with the channel logos) for a few seconds. The screen then goes blank and then logo page returns. It seems to be stuck in loading.

we don’t get to the U TV app homepage…

[Peter_W]

Thanks @AE2023 and @Sunny13.

I've fed this back to see if we've had any similar reports, but in the meantime have you tried doing a 'light reset' on your box as indicated in this guide?

How to reset your EE TV Box | TV and Sport Help | EE

This is a bit different to simply powering it on and off, but will allow you to keep your recordings.

Peter

[Sunny13]

Thanks, Peter, (and fellow sufferer AE2023).  I don't appear to have a button on the right-hand side or front of the tv box, so unfortunately cannot follow light reset instructions.  (The U App is still not opening.)

[Peter_W]

Thanks @AE2023, we have similar instructions for some of the older box models here:

How do I reset my EE TV box? | BT Help

Peter

[Sunny13]

Many thanks, Peter.  My light reset appears to have solved the problem;  I can now open the U App.

Of course, I now have to activate all the other Apps as well but that's just a 21st century irritation!

Thanks again - a good first use of this community.