Sony Bravia KD-55XD9305 - iPlayer not working

[StudioTW]

Hi,

I have a brand new Sony Bravia KD-55XD9305 Android TV & are experiencing issues with the BBC iPlayer App: The app loads & shows the available content (I have successfully connected the TV to my BT broadband router) - however when I select a programme to watch I get a spinning wheel for several minutes followed by an error message ("02110 - Something went wrong playing this programme").

I've noticed that there are loads of other users experiencing this problem - does anyone have a comprehensive checklist of actions to take to solve this issue, or does iPlayer simply not run on an Android TV?

Any help or assistance would be gratefully received.

Thanks for your time.

[StudioTW]

Thanks.

@dutchiceI’ve tried to locate the iPlayer build version information via the route suggested but the option you mention under System Information does not exist on my TV.

@royabrown I have also tried to clear the iPlayer cache via the instructions provided but there is no iPlayer app listed under the Apps in Settings.

Beyond frustrated now.

[StudioTW]

This is the model & serial number:

KD-55XD9305

SN: 6707374

Hope this helps ...

[LightFoot]

Hi @StudioTW. It really does look like you have bought a 2016 rejected TV. Apart from the inherent power supply fault with this particular model (works OK now but can go at anytime) there are many questions. Do you have a UK TV license and you are signing in when prompted. Are you located in the UK. Also interested to know who sold you a 2016 TV as new. 

[LightFoot]

Hi @StudioTW. Your best approach is to contact Sony Support direct if your Retailer cannot help you http://services.sony.co.uk/supportmvc/en/Contact/Email

[royabrown]

@StudioTW

The full number is longer than that - e.g. KD-55XD9305BU, where B is for Black, and might be S for Silver, and U is for UK.

Has yours got something else in place of that U, such as AEP?

TVs are getting less and less territory-specific as far as the hardware goes, but they certainly need to be set for UK use to get YouView, which they should start up with, and the UK mains plug is still unique, even if it is an easy cable swap from a continental plug that uses the same voltage and HZ.

And I always like all my instructional material to be in English 

Like @LightFoot, I’m curious about the circumstances in which you were sold a 2016 set, from a lifetime ago in terms of TV development, instead of a current model. Was it price-led, or were you mis-led?

[dutchice]

Hi StudioTW,

I don't see any real issue with your new TV to be a serious concern. And despite what has been suggested, from a software point of view, there is no difference between a so called UK model and EU model. Yes, there might be here and there some physical differences in the components to suite UK broadcasting standards better, but nothing that could interfere with the operation of the built-in iPlayer app.

I again would suggest you take a better look at the build revision of the iPlayer app, by first opening the app and then going to the last tab on the top-right of your screen (see pink rectangle on the attached picture). Click on Settings > Settings & Help > Help > System Information. So do not look for Settings from the HOME menu of the TV itself.

See Settings on top-right corner

Also there is no need to be concerned that you can't find the iPlayer in your TV's App list in an attempt to empty the Cache. The iPlayer is not listed as a standalone app in that list on Sony Android TVs. So nothing unusual there either.

It might be worth trying to follow these simple steps in the suggested order and check if your issue persists:

• Turn off all other devices in the house that have been used to sign-in and use the iPlayer
  
• Connect the TV directly to your BT modem using an Ethernet cable and switch off the Wi-Fi on the TV
• Open the iPlayer app and sign-out the account that has been used to log-in to the iPlayer app
• Restart your TV by holding the power button on the remote until you get the Shutting Down message on the TV
• After the restart, open the iPlayer, sign-in and try to playback different programmes from different categories

If you still are getting the same error as before, then you might want to execute a Factory Data Reset. You can find detailed instructions here. After the TV power cycles a few times and shows you the initial setup screen proceed with setting up the TV but please (for testing purposes) do not accept and setup the YouView service and the Samba Service offer. Simply finish the TV initial setup process and then give it sometime (1 hour is best) before retrying to test iPlayer. This is since it will take sometime (usually a few minutes) for the built-in iPlayer app to contact and update itself to the latest build version.

As a final note, be aware that almost all the operational aspects related to the iPlayer are in the hands of the BBC. So when receiving any errors from the iPlayer app the best thing you should do is to contact the BBC iPlayer team with the specific error code you are receiving at https://www.bbc.co.uk/iplayer/help/contact 

I also want you to be aware that the in the past week the BBC has been receiving many complaints related to the iPlayer not loading properly on SmartTV's. You can read the latest here: https://www.bbc.co.uk/iplayer/help/latest-news/connected-tv-fail-load

So just maybe at the very end of the day, your issue will be ironed out by itself and there will be no need to be concerned at all.

Cheers,

Dutchice