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.

[LightFoot]

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@StudioTW wrote:

Yes - the TV is less than three days old.

I have checked for a system software update & this is up to date.

If there is an additional update I can search for (this seems pretty complicated if I can’t do it actually on the TV) - can you please supply a link?

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Hi @StudioTW

The TV may be only 3 days old for you but it was manufactured in 2016. I used to have a KD-55XD9305 and the iPlayer always worked perfectly. However if you are able to return the TV for a newer model I personally wouldn't hesitate. See https://community.sony.co.uk/t5/android-tv/xd9305-loss-of-all-power/td-p/2266186  I should add it is only this particular model and I had a free replacement to a KD-55XE9305 which I can only descibe as fantastic.

[StudioTW]

Thanks for the info.

I must admit I'm pretty shocked that a television (regardless of manufacture date) that is sold with iPlayer / UK on demand features as a selling point (it's a smart TV after all!) simply doesn't work with the most major & popular of these. 

I can't believe this isn't something that Sony hasn't directly addressed. I'd have thought that if Sony monitored these forums (do they? surely they should?) that they'd have noticed this was a very common problem for their customers.

Looking at my options to move to a different brand & model soon - simply not good enough Sony!

[LightFoot]

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@StudioTW wrote:

Thanks for the info.

I must admit I'm pretty shocked that a television (regardless of manufacture date) that is sold with iPlayer / UK on demand features as a selling point (it's a smart TV after all!) simply doesn't work with the most major & popular of these. 

I can't believe this isn't something that Sony hasn't directly addressed. I'd have thought that if Sony monitored these forums (do they? surely they should?) that they'd have noticed this was a very common problem for their customers.

Looking at my options to move to a different brand & model soon - simply not good enough Sony!

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Hi @StudioTW  Out of interest does YouTube work? I can only repeat that iPlayer works fine on the KD-55XD9305 so it can only be your (and a few others) TV or general setup. The problem is with the power supply. https://www.sony.co.uk/electronics/support/articles/00180172

[StudioTW]

Yes - YouTube works.

It is the 'player' apps which do not - BBC iPlayer / 4OD / ITV Player etc - so essentially any 'on-demand' service.

The power supply doesn't seem to be an issue at all ...

[dutchice]

Could you post your current iPlayer revision please?

[StudioTW]

It will be the very latest version supplied with the latest software update. I have factory reset twice so it cannot be any newer.

[dutchice]

The BBC is updating the iPlayer app almost on a daily basis this past week, so even if you have the revision from yesterday you might still not have the latest.

As far as I know, the latest build as of now is from past Thursday Jun 21.

BigScreen Version 4.6.126.1

Framework Version: 8.2.1

Config Version: 8.2.1

So make sure you are at least on the build above.

[StudioTW]

Do you know where in the app I can see which build version it is?

thanks.

[dutchice]

I believe its under: Settings > Settings & Help > Help > System Information

[royabrown]

Try clearing the cache for the BBC iPlayer app:-

Instructions for how to do this are:

• Press Home
• Scroll down to Settings
• In the TV section scroll right to Apps
• Find the iPlayer App, wherever it is lurking there
• Select Clear Cache and press OK
• Then Select Clear Data, if offered or present, and press OK

But you haven’t mentioned YouView, for good or ill; is it present on your set?

I’m wondering if besides stiffing you with a 2016 set in 2018 (If this is indeed what happened, as you didn’t seem to know you had been sold an old set), you have also been stiffed with a non-UK model? What is the full model number, on the label on the back of the set?