Netgem 4k TV Box Apps not working

[martinB58]

Last night about 23:30 no catch-up apps were working on our Netgem 4k TV box. Whichever app we chose whether BBC iplayer, ITVX or U all we got was a grey screen. The box, of course was Internet connected or we wouldn't be able to access the apps at all. Tried switching box off and back on but still no joy. Any clues?

I have a video of what was happening and will attach this to the call shortly.

This is not the only issue we have as although the box is quite close to the router it struggles to connect wirelessly, sometimes taking 10-15 minutes to connect and refuses to connect at all on a wired connection (maybe a bad cable although it worked quite happily on the old youview box when we had that).

Thanks

[Karl-TalkTalk]

Hi

The behaviour is not unique to the Netgem box and has been seen with other devices.  We can swap out the box for you however TalkTalk no longer provide the Netgem box and we now issue the Android based TV HUB.

Thanks  

Karl. 

[martinB58]

Problem was back last night and it appears I am not alone in getting the problem. Has anything been reported to Netgem?

[martinB58]

Since I first reported this all has been working fine UNTIL last night when again we had the same issue again, exactly as you describe and exactly as I first reported.

It wouldn't surprise me if the issue self-resolves again but as this only affects the Netgem 4k TV box offering it would appear to me that the issue must be something to do with the Netgem hardware/firmware/streaming platform and that it is something Talktalk should be reporting to Netgem

.

[Coco65]

I have the exact same issue on BBC iplayer, itv X, Channel 4 and U. I've reset everything and checked for updates and nothing has worked I still have a blank blue screen 

[Karl-TalkTalk]

Hi

Glad the apps are back.  The ITVX app itself has shown this behaviour you mention across other devices, so this would be app related more then box related.

Karl.

[martinB58]

Hi Karl, thanks for the reply. Apps came back without any reset so must have been an issue at the Netgem and/or Talktalk end.

For a while though and only on ITVX we do see problems where after or during adverts the screen goes black and the only solution is to press stop on the controller and go back to programme being watched.

Thanks.

[Karl-TalkTalk]

Hi

Try a full reset of the box.  Press the button on the side 5 times to initiate a reset.  Set the box back up and see if there are any further issues.

Karl.

[martinB58]

Seems I can't share MP4 videos.