Issue Summary
Some viewers using Sky devices may see the following error message when watching Video on Demand (VOD) content:
“Sorry we are experiencing problems. Please restart the app.”
This can happen during advertising breaks (pre-roll or mid-roll) or when transitioning from ads back to the main programme.
We’re aware of this issue and are currently investigating it with our technical teams and Sky. We will update you as the investigation progresses.
What can you do?
- Restart the app: Close the app completely and reopen it. This often clears the error and allows playback to continue.
- Check your connection: Make sure your device is connected to the internet and the connection is stable.
- Try again later: If restarting doesn’t help, please try again after a short while.
Clearing the cache removes temporary files that may be causing problems, without deleting your saved content or account settings.
Guide To Clear Cache
- Open Settings
On your Sky Glass TV remote, press Home, then navigate to:
Settings → Device Preferences → Storage → Clear Cache. - Restart Your TV
After clearing the cache, restart your Sky Glass device to refresh the system. - Check for Updates
Make sure your software is up to date:
Settings → System → Updates.