Smart TV and games console issues

Why does 'Watch from Start' not show the beginning of the programme on my TV?

Anonymous — Thu, 03 Oct 2019 13:43:36 +0000

Why does 'Watch from Start' not show the beginning of the programme on my TV?

If it’s only a short amount of time, it may be because of the scheduled broadcast time. We use the scheduled broadcast time as a reference for when a programme starts. Schedules can and do change, so sometimes it may be slightly off.

Watch from Start can only rewind up to 2 hours, so if the programme started over 2 hours ago you will not be offered the option to watch from start. Instead, you will be offered Watch from [two hours ago] - for example, if it’s now 8pm and the programme started at 5pm, you'll be offered Watch from 6pm.

Anonymous (not verified) 03 October 2019

Where can I find system information for my connected TV or games console?

Anonymous — Thu, 03 Oct 2019 13:43:36 +0000

Where can I find system information for my connected TV or games console?

You'll need to head to the Settings menu on 91�� iPlayer on your device.

1. Go to Settings & Help

2. Then go to Help

3. Click on System Information

4. On the System Information screen, take a note of the following:

BigScreen Version: The version of 91�� iPlayer that is running - e.g. 4.3.11
Device: The device that you're using.
Environment: The example shows Live. You should always be on the Live Environment.

If you need to contact us about a potential fault this information will be useful and will help us investigate your issue.

Anonymous (not verified) 03 October 2019

Why am I having problems with my Chromecast?

Anonymous — Thu, 03 Oct 2019 13:43:36 +0000

Why am I having problems with my Chromecast?

This is how we support Chromecast on 91�� iPlayer:

91�� iPlayer app for mobiles and tablets: live and on-demand programmes
91�� iPlayer website through the Chrome browser on a laptop, mobile or tablet: on-demand programmes only

Trying to cast a live 91�� channel? You can only do this on the 91�� iPlayer app on a mobile or tablet. It's not possible to cast live channels from the 91�� iPlayer website. The programme will become available to watch on demand shortly after broadcast which you will be able to cast.

Why am I connected to Chromecast but unable to see the cast icon?
Some Windows users may be able to connect to the Chromecast dongle from the Chrome browser but are unable to see the cast icon on the 91�� iPlayer website. This may be caused by anti-virus or firewall software interfering with your computer's connected to the dongle. Google provides advice on this issue via their Chomecast Support page.
Why can't I control playback from my computer?
Your connection to control playback will be lost if your computer goes to sleep or if you close, navigate away from, or refresh the 91�� iPlayer page in your web browser. However, the programme can still be controlled via the 91�� iPlayer app on your mobile or tablet. You'll need to choose a new programme to gain back control on your computer.
Why can't I take control of a programme on my Android device if I started it on my computer?
This is a technical issue we're trying to resolve with Google.

What should I do if my issue isn't listed?

Try restarting the Chromecast dongle by switching it off at the mains or removing the dongle briefly from your TV to see if that helps. But if you need more help, check Chomecast Support for troubleshooting advice. The Chromecast website has further information on the functionality available on your Chromecast device.

The 91�� is not responsible for the content of external sites.

Anonymous (not verified) 03 October 2019

Will updating the software on my TV provide a better iPlayer experience?

Anonymous — Thu, 03 Oct 2019 13:44:09 +0000

Will updating the software on my TV provide a better iPlayer experience?

Yes. Sometimes in order to get the most out of 91�� iPlayer we need you to update the software on your TV or set-top box.

The latest upgrades can unlock new features such as the ability to restart live TV, provide live UHD video when available, or just improve how 91�� iPlayer works. Sometimes we will notify you of key software updates through your TV.

Updating your TV software should be a simple process but it's best to check your manual or contact your TV's manufacturer for advice.

The following devices have updates that we really recommend you get:

Samsung (X14) 2014 Models

If you have a 2014 model, an update is now available as a network update (when your TV is connected to the internet) by following the instructions on screen. This is available on the Samsung Global Website. This software update allows you to restart live 91�� programmes through 91�� iPlayer.

Anonymous (not verified) 03 October 2019

How do I get rid of the Green Button notification on my TV?

Anonymous — Thu, 03 Oct 2019 13:45:45 +0000

How do I get rid of the Green Button notification on my TV?

To remove the "Press green to watch from start" message on your TV, simply press the yellow button on your remote.

Without pressing any buttons, it can take up to 30 seconds for the message to disappear.

Anonymous (not verified) 03 October 2019

Troubleshooting problems on connected TVs and games consoles

Anonymous — Thu, 03 Oct 2019 13:46:29 +0000

Troubleshooting problems on connected TVs and games consoles

Having trouble getting 91�� iPlayer to load on your connected TV? Keep updated here: Why is 91�� iPlayer failing to load on my TV?

Having problems with 91�� iPlayer on your TV, Blu-ray player, set-top box, console, or streamer? Try these steps to see if they help:

Restart your device
This could mean just leaving it switched off at the mains for a few minutes, but check with your manual or service provider in case there’s an alternative recommended method for your device.
Disconnect the device from the internet then reconnect
This might refresh your internet connection and get the 91�� iPlayer app up and running again for you.
Update your device's firmware (this is usually in device ‘settings/system information’)
Sometimes bugs may have been fixed in an update. If you need assistance with updating the firmware, contact your service provider or manufacturer.
Uninstall and reinstall the app
If your device lets you add and remove apps, try removing the 91�� iPlayer app and re-adding it. If you're not sure about how to do that then you should contact your manufacturer.

Having problems playing programmes (streaming)?

In addition to the steps above:

Try switching off other devices using the internet at the same time
These will be competing for bandwidth which could impact on steady playback and cause buffering.
Try connecting your device to your router directly with an Ethernet cable
If you're using WiFi and your device is some distance from the router, the quality of your connection can be compromised. Connecting using a cable can make a real difference and eliminates possible WiFi interference.
Try changing the video quality to Standard Definition
Streaming programmes in High Definition or Best Quality will require more bandwidth and might cause buffering if your internet connection isn't strong enough. To change to Standard Definition video quality, go to Settings, then Settings & Help, then Video Quality.

Still need help?

If you’re still having trouble and you haven't been able to resolve the problem, please contact us and let us know what you've tried. Please provide as much information as possible:

What version of 91�� iPlayer is installed on your device? Check our Where can I find system information for my connected TV or games console? for advice on how to find this information.
What kind of device is it? (Smart TV, games console, streamer, set-top box, etc.) Include the model number and the version of software if possible.
Is an error message displayed? What exactly does it say? What is the error number? (e.g. 02100)
When did the problem happen or start?
Does the problem affect one or more programmes? Which programmes are affected? If it’s just one programme, check our k nown issues page just in case it’s known already.
Does it affect live or on-demand programmes?
Are you using the BETA version?
Detail the steps to reproduce the problem or fault.

Anonymous (not verified) 03 October 2019

How do I switch BETA mode on or off on connected TVs and games consoles?

Anonymous — Thu, 03 Oct 2019 13:47:06 +0000

How do I switch BETA mode on or off on connected TVs and games consoles?

To turn BETA on:

Go to Settings
Select Try new features in iPlayer BETA

Select iPlayer BETA

And restart the app

To turn BETA off:

Go to Settings
Select Try new features in iPlayer BETA
Select 91�� iPlayer
And restart the app

How do I send feedback about a feature in iPlayer BETA?

You can send feedback for 91�� iPlayer BETA by completing our short survey on your laptop, mobile or tablet: bbc.in/newhome

We welcome your feedback and we will use it to help us improve 91�� iPlayer.

Anonymous (not verified) 03 October 2019

Why is the volume so low on my Xbox One?

Anonymous — Thu, 03 Oct 2019 13:48:41 +0000

Why is the volume so low on my Xbox One?

*** November 2019 ***

We're aware that some people are experiencing low volume through the 91�� iPlayer app on their Xbox One devices.

We're investigating this issue and we'd appreciate if you could send us some further information if you're experiencing this on your Xbox One:

What is the brand and model number of the TV your Xbox One is connected to?
What is the system information for the 91�� iPlayer app on your Xbox One? (Follow the steps in our Where can I find system information for my connected TV or games console? page for advice on how to find this.)
Are you using a sound bar or surround sound system? If so, how is it connected to your TV?
What model of Xbox One are you using: original, S or X?

Use the Contact us button below to get in touch.

Anonymous (not verified) 03 October 2019

How do I find or update 91�� iPlayer on YouView?

Anonymous — Thu, 03 Oct 2019 13:50:03 +0000

How do I find or update 91�� iPlayer on YouView?

91�� iPlayer will be installed the first time you try to access it. You can access 91�� iPlayer on YouView by:

selecting 91�� iPlayer from the “Players” section in YouView, or
watching a 91�� programme from the last seven days via the YouView EPG (electronic programme guide), or
watching a 91�� programme from the last seven days via the YouView On Demand area

How to manually update 91�� iPlayer on your YouView set-top box

Your YouView set-top box checks for new versions of iPlayer every day and updates automatically.

However, to force an update or check you’re running the latest version of iPlayer:

Select the Blue YV button on your remote control
Go to Settings and select “Device Management”
Select “Update on-demand players"
Hit “Check Now” to download and install the latest version (if not already installed)

If you have any trouble with this you can contact YouView on the YouView Support website.

Anonymous (not verified) 03 October 2019

Why can't I watch live TV streams on my TV?

Anonymous — Fri, 06 Oct 2023 10:45:02 +0000

Why can't I watch live TV streams on my TV?

We’re sorry, but due to a technical issue, some live TV events aren’t currently available on some TV models.

The 91�� and the manufacturer, Vestel, looked into the problem but unfortunately couldn’t find a fix. If your TV is affected, you won’t be able to watch live event streams.

The good news is that you can still enjoy all other types of live and on-demand programmes, including live channels.

The affected TV models include:

Vestel TV 2015 MB110 FVP
Vestel TV 2015 MB120 FVP
Vestel TV 2015 HIGHEND FVP
Phillips TV 2017 MT5802 FVP

To check your TV’s system information in iPlayer, go to Settings > System Information.

Anonymous (not verified) 06 October 2023

Smart TV and games console issues

Why does 'Watch from Start' not show the beginning of the programme on my TV?

Where can I find system information for my connected TV or games console?

Why am I having problems with my Chromecast?

What should I do if my issue isn't listed?

Will updating the software on my TV provide a better iPlayer experience?

How do I get rid of the Green Button notification on my TV?

Troubleshooting problems on connected TVs and games consoles

Having problems playing programmes (streaming)?

Still need help?

How do I switch BETA mode on or off on connected TVs and games consoles?

To turn BETA on:

To turn BETA off:

How do I send feedback about a feature in iPlayer BETA?

Why is the volume so low on my Xbox One?

How do I find or update 91������ iPlayer on YouView?

How to manually update 91������ iPlayer on your YouView set-top box

Why can't I watch live TV streams on my TV?

How do I find or update 91�� iPlayer on YouView?

How to manually update 91�� iPlayer on your YouView set-top box