Support - Fix for YVM105


Fix for YVM105
Player or app unavailable
It looks like your box won’t load that service at the moment. Don't worry we know some steps that might help:
  1. Try again
    If at first you don’t succeed. Try playing the programme again or opening the player/app again.
  2. Check your internet
    It’s an obvious one, but check the internet is working in your house. Use the Wi-Fi or an Ethernet cable on a mobile or laptop, to see if you can connect.

    It is worth noting that YouView boxes do not have built-in Wi-Fi so we would recommend using powerline adapters if the box is located away from the router. This ensures the box has a strong and stable connection when watching Internet channels or on demand content. You can also connect the box directly to the router with an Ethernet cable.

    Please note: YouView are not a broadband provider. If you can’t connect, give your broadband provider a quick call as they may need to check your line and equipment.
  3. Check for software updates
    1. Bring up the menu with your remote
    2. Select Settings
    3. Go to the Information & Reset area and select Software information
    4. Select Update software

    We’ll let you know if we find any updates and start downloading it for you.
  4. Check your cables
    Time to head round the back of your box. We’ll walk you through what to do.
    First things first, we need to check how your box is connected to your router. Pick your connection:
    • Direct Ethernet cable
      1. Check the Ethernet cable is securely connected to the Ethernet port. To be safe, disconnect it and reconnect it
      2. Follow the cable from your box to the back of your router and make sure it’s securely connected to one of your LAN ports.
    • Powerline adapters
      1. Check the Ethernet cable is securely connected to the Ethernet port. To be safe, disconnect it and reconnect it
      2. There should be two powerline adapters plugged into your mains. One by your YouView box and one by your router. Check both adapters are switched on and make sure the Ethernet cables are securely connected
  5. Restart your router
    A simple restart of your router can help resolve this issue. Switch it off at the plug for 30 seconds and turn it back on. Give it a minute or two to warm up then check if you’re reconnected.

    Warning icon Please don't leave this page while your router is restarting as you won't have any internet access.

    Using Powerline Adapters?
    Make sure you switch both adapters off for 30 seconds and then turn them back on. Give them a minute to reset and all the lights will come back on.
  6. Restart your box
    Press and hold the YouView 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.
  7. Further help
    We didn’t think you’d end up here, but thanks for trying all the above steps.

    We’d suggest contacting your broadband provider for further help.
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