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catchup tv picture keeps freezing

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10 REPLIES 10
clyde1
Participant

I had this problem about 12 months ago, when watching iplayer, after about 30 minutes the picture would freeze and start buffering and buffering and then a message would come up that there was a fault with internet connection (there wasn't) received a new router and problem seemed to go away but has now returned with a vengeance. Have done all the tests I was asked to do ie. diagnostics on Youview box but no joy. Is there a solution to this problem or could it be that the box is so old now it's not up to the job

 

Clyde

fre55die
Community Star

Hi @clyde1

 

Have you tried either a  Factory Reset from the main menu if you have no recordings that you want to keep, if you have, A Maintenance reset as follows :

 

Turn the box off, then unplug power lead for a couple of minutes.

Re plug in power .

  1. Ensure the YouView Box is switched off and is currently connected to the router (the YouView Box will require an internet connection).
  2. Power on YouView using button at the back of the YouView Box.
  3. Start YouView using the power button on the YouView Box front panel and then quickly press and hold both the + and – buttons on the front panel. If you haven’t pressed the buttons together by the time 'YouView Waking Up' is displayed, or you see the 'YouView please wait...' message then try again.
  4. Let go of the + and – buttons once the 'Huawei – Maintenance Mode menu' is displayed.
  5. The + and – buttons on the front panel will navigate the menu. Keep pressing the – button until 2 “factory reset keep recordings” option is highlighted. If you go past the option, simply press the + button to navigate back to the option.
  6. Press the power button on the YouView Box front panel to select the option. This will bring up some information and ask 'Do you want to proceed?'. Press the power button again to confirm.
  7. The YouView Box will now show a progress bar as it downloads software from the internet and installs on the YouView Box. This may take several minutes. Once complete, the YouView Box will restart.
  8. Once the YouView Box restarts, the YouView Box will show the initial setup wizard. You will need to run through the setup wizard including tuning the channels.

You will then need to reset your personal settings (such as parental controls / RF loop through / Surround Sound etc.) and also reset your scheduled recordings (might be worth taking a note of future recordings before doing this so you don’t miss any).

It is also a good idea to restart your router once you have done this.

If this has helped and solved your problem, please mark it as Best Answer so that OCE's or others do not spend time looking for alternatives.
Community Team

Hi clyde1

 

Try the advice from fre55die and let us know how things look.

 

Thanks

 

Karl. 

clyde1
Participant

hi both - I'd done what was suggested before posting having gone through this problem last year.

It happened again last night after about 35 mins of play, message on screen "something went wrong playing the programme" on the router the tv light was out and the internet light was flashing so turned router off for 30 secs and back on again then had to go thru the rigmarole of getting back to iplayer

 

clyde

Community Team

Hi

 

Is the box directly to the router with a cable or via powerline adapters ?

 

Any issues with internet in general, and drops from other devices etc ?

 

Thanks

 

Karl. 

clyde1
Participant

hi Karl - the box is plugged in via adaptor which is plugged directly into wall socket.

No other issues with phone line or internet.

 

clyde

Community Team

Hi

 

When the TV drops, do you notice if the lights on the adapters remain green or change to amber / red etc ?

 

Have toy tried swapping the adapters around ?

 

Thanks

 

Karl. 

clyde1
Participant

hi - the tv light on the router is out and stays out until I reset the router I then get a red light on the adaptor, after resetting the router the red light on the adaptor goes green, tv light comes back on. Incidently the adaptors are new(ish) having changed them when this happened last year !!

 

clyde

Community Team

Hi

 

OK, I'll swap out the router first to see if that is at fault.

 

Thanks

 

Karl. 

clyde1
Participant

ok Karl - but what does "swap out the router" mean ? replace or test it

 

Clyde

Community Team

Hi

 

Replace it, a new one is on the way.

 

Thanks

 

Karl.