Fix for YVM5002

A Mobile App FAQ

Connection Failed

We are phasing out support for the YouView mobile app with final support ending on the 31st March 2020. See how this affects you at:

This error can occur when the YouView box is discovered by the app but is unable to pair with it. 

Try these steps and we’ll see if we can help you get your YouView box and mobile device paired:

  1. Reboot your YouView box and wait until it's back to live TV. Press and hold the power button on your box for 8 seconds, then let go. You’ll be greeted with a friendly ‘Hello’ telling you that your box has restarted.

  2. Please remove the device and attempt to pair again ensuring that your device is listed under 'Mobile Devices'. Please note that if your mobile device has Virtual Private Network (VPN) enabled, this will need to be disabled before pairing. The YouView App requires an internet connection to display the TV schedule and programme information. Please ensure that your mobile device is connected to the internet using a mobile data or Wi-Fi connection. You can check whether your device is connected to the internet by using the web browser on your mobile device (e.g. Safari or Chrome) to open a website.