Mobile and tablet issues

Troubleshooting problems with downloads on a mobile or tablet

Anonymous — Thu, 03 Oct 2019 13:42:28 +0000

Troubleshooting problems with downloads on a mobile or tablet

Here are some steps to try:

Try downloading the programme again
It could just be a temporary issue, so try deleting the programme from your download queue and downloading it again.
Make sure you have a strong internet connection
Downloads will fail if the internet connection cuts out, so make sure you have a strong internet connection. Try disconnecting your device from the internet and reconnecting to see if that helps. If you want to download over your mobile network, you need to toggle this on in the app's settings.

Check your phone or tablet's software is up to date
Here's how to check for software updates:

Amazon Fire	Swipe down from the top of the screen > tap Settings > Device Options > System Updates > Check Now
Android	Go to Settings > Software update
iOS	Go to Settings > General > Software update

Reinstall the �� iPlayer app
Delete the app first and reinstall it from your app store (Apple App Store, Google Play Store, or Amazon Appstore). This will help if any downloaded data becomes corrupt, but please be aware that deleting the app will also remove any programmes you have successfully downloaded. Once the app is reinstalled, try downloading the programme again.

Having problems playing a downloaded programme?

Try these steps to see if they help:

Close the app and reopen it
Disconnect your mobile or tablet from WiFi or mobile data, or switch it on to Airplane Mode
In the UK and able to access the internet? Try deleting the programme and re-downloading it.
Outside the UK? You won't be able to delete and re-download the programme, so try connecting to any available WiFi, re-opening the �� iPlayer app, and then disconnecting from the WiFi again.

Why are my downloads failing?

Internet connection failing when a programme is downloading
When this happens your download should pause and continue once an internet connection has been re-established. But if the download won’t progress try deleting the programme from your queue and downloading it again.

Your connection to the internet may fail either from your actual internet connection (your router to the internet) or your WiFi signal could be weak and drop out by being too far from the WiFi router.
A very slow internet connection
If your connection is too slow and it’s taking a very long time to download, it’s possible that the download could fail. Try again when your connection speed improves.

App crashing
If the app is crashing or if you believe the issue is not related to your internet connection, reinstall the app per the instructions above.

Outside the UK
Streaming and downloading programmes is only possible within the UK. You won't be able to download programmes if you're outside of the UK.

Known issues

Sometimes downloads fail to complete in full on some devices. For steps to try, check the following page: Why are downloads failing on my mobile or tablet?

Still need help?

If the problem you're experiencing isn't listed in the known issues page of the help site, get in touch by clicking Contact Us below. Send us as much information as possible:

The programme you're trying to download
Whether this affects only one programme or several
The make and model of the device you're using (e.g. iPad Pro, Google Pixel 7)
Your device's operating system version (e.g. iOS 17, Android 14)
The version of the �� iPlayer app you're using (you can find this in the app store on your device)
How you're connected to the internet
Any error messages or numbers displayed
The steps you've tried to resolve the issue

Anonymous (not verified) 03 October 2019

Troubleshooting problems on a mobile or tablet

Anonymous — Thu, 03 Oct 2019 13:42:28 +0000

Troubleshooting problems on a mobile or tablet

Try these steps in the order listed to see if they help. (Using the �� iPlayer website on your mobile or tablet? Skip points 3 and 4.)

Restart the device
Turn off your device and switch it back on before you try anything else. Make sure it's properly turned off and not placed in a standby or sleep mode.

Check you're using the latest operating system version for your device
Sometimes bugs can only be fixed by an operating system update (the software that runs your phone). To check for operating system updates:

Amazon Fire	Swipe from the top of the screen to open the Quick Settings > select More > About
Android	Go to Settings > About Device > Software Update
iOS (iPhone/iPad)	Go to Settings > General > Software Update

Check you're using the latest version of the app
App updates frequently include bug fixes, so update if you’re not using the latest app version. You can check for updates in your app store:

Amazon (Fire tablet)
Android
iOS (iPhone/iPad)
Reinstall the app
Delete the app then install it again from the app store. There may have been an issue when you installed the app, so this would be the next step after updating the app. Please be aware that when you delete the app you’ll also delete any downloaded programmes.
Check your internet connection
Maybe you're using a mobile network (e.g. 4G) when you think you're on WiFi?
- Poor performance on WiFi
  Try switching off your other devices using the same network as you or even taking them offline as these will be competing for bandwidth. The further away you are from the router, the more signal quality will suffer, so try moving closer to your router. Restarting your router may also help.
- Poor performance using your mobile network?
  Try turning your data connection off and on again. Sometimes even if it seems like you have a good signal on your mobile network, other factors such as a congested network (i.e. if you're using your data connection at peak times) may affect performance. Connecting to a WiFi network should improve playback and if it's a consistent problem, downloading programmes will help.
For more help resolving buffering issues, see the What can I do to help with buffering or playback problems? page.

Still not working?

Check your system clock time
�� iPlayer might have problems playing content if your device time isn't quite right (and doesn't match what we think the time currently is). Here's how to check this:

Amazon Fire	Settings > Device Options > Date & Time and ensure Automatic Time Zone is switched on
Android	Settings > Date & Time and enable Automatic Date & Time and Automatic Time Zone
iOS	Settings > General > Date & Time and enable Set Automatically

Android: try clearing the app cache & data
Go to: Settings > Apps > �� iPlayer and select the Clear Cache option.

To clear the app data entirely, select Clear Data on the same page. Then sign back in and try playing a programme.

Having problems with Chromecast or Airplay?
Check the Why am I having problems with my Chromecast? page for advice on how to resolve issues with Chromecast.

For help with Airplay, check Apple's support site: If you can't use Airplay or mirror your devices screen.
Have you tried to download programmes in the app?
If you're still having problems playing programmes, you could try to download programmes to see if that helps.
Try the website
While you could be having problems with the app on your device, you might be able to watch programmes on the �� iPlayer website on your mobile or tablet instead. Just go to www.bbc.co.uk/iplayer on your device's internet browser.

Still need help?

If the problem you're experiencing isn't in the known issues section of the help site, and you're using the latest app version and operating system for your device, get in touch by clicking the Contact Us button below.

Send us as much information as possible:

Make and model of the device you're using (e.g. iPad Pro, Google Pixel 7)
The device's operating system version (e.g. iOS 17, Android 14)
The version of the �� iPlayer app you’re using (go to Settings on your device and select the �� iPlayer app)
Which programmes are affected (please give examples)
Whether it affects live, on-demand or downloaded programmes
Any error messages or error numbers displayed
The date and time the problem started
The steps you've tried to resolve the issue

Anonymous (not verified) 03 October 2019

How can I send a crash log from my iPhone or iPad?

Anonymous — Thu, 03 Oct 2019 13:43:36 +0000

How can I send a crash log from my iPhone or iPad?

Why have you asked me for a crash report?

If the app crashes on your iPhone or iPad, the next time you open it you should see a prompt asking if you want to send us a crash report. Selecting Yes sends information about the crash you’ve experienced directly to the iPlayer mobile team so we can investigate. This could help us fix crashing problems quicker.

(You might not get the crash report option if the app crashes repeatedly every time you try to open it, as the app may be crashing before this option is presented.)

Where can I find crash reports on my device?

Follow these steps on iOS 15.5 and above: Settings > Privacy > Analytics > Analytics Data

�� iPlayer specific crash reports will start with the app name, like this: ��iPlayer-AppStore-YYYY-MM-DD-XXXXXX.ips

Tap the name of the crash report to open the report.

How do I send a crash report to you?

Open the crash report
Copy the entire body of the report from top to bottom
Select the Share option and tap the email option
Send the email to iplayer@bbc.co.uk (please type ‘Crash Log’ in the subject field)

We’ll send a confirmation email to confirm we’ve received your crash report.

Crash reports help us fix crashing problems quicker, so thank you very much for sharing. In most cases we’ll only be able to deploy a fix in a future app release, so please keep the app updated.

In the meantime, try deleting and reinstalling the app. This will clear all the app data. Please be aware that this will also remove any programmes you've downloaded, so you'll need to download these again.

Anonymous (not verified) 03 October 2019

Why is the image pixelated on my Android or Amazon Fire device?

Anonymous — Thu, 03 Oct 2019 13:46:29 +0000

Why is the image pixelated on my Android or Amazon Fire device?

When you press play on a programme, we serve the lowest bit rate (quality) first. In the following seconds, we'll amend the quality based on your internet connection speed.

That way, you get the best quality version possible without the need to change any settings yourself, and it allows us to start playback as quickly as possible.

While it's not that noticeable on smaller screen devices, it can be more apparent on larger screens, so we're looking into ways to improve this experience. Meanwhile, rewinding to the beginning of the programme once the video quality has improved should allow you to watch the programme in full without any change in quality.

Anonymous (not verified) 03 October 2019

Why are downloads failing on my mobile or tablet?

Anonymous — Thu, 03 Oct 2019 13:47:06 +0000

Why are downloads failing on my mobile or tablet?

Seeing a Download Failed message on the �� iPlayer app on your mobile or tablet?

Close the app completely and then re-open it.
For some people, this has re-established the connection and allowed the download to complete in full.
Make sure you have a strong internet connection.
Downloads will fail if the internet connection cuts out, so make sure you have a strong internet connection. You could try disconnecting your device from the internet and reconnecting. If you're using WiFi, rebooting your network at the router may also help.
Using Amazon Fire or Android? Clear the cache on the app.
Some users have found that this helps. Sign out of your �� account on the app first, then tap:

Amazon Fire	Settings > Applications > Manage installed applications > �� iPlayer (Kids) > Clear cache
Android	Settings > Storage > �� iPlayer (Kids) > Clear cache

Outside the UK?
It isn't possible to download or stream programmes on �� iPlayer if you're outside the UK, or if �� iPlayer thinks you're outside the UK. Read more about this here: Can I use �� iPlayer when I'm outside of the UK?

Still having problems?

Try these further steps:

Uninstall the app
Turn off the WiFi/mobile network on your device
Restart the device
Turn on the WiFi/network on the device again
Install the �� iPlayer app again

Bear in mind any downloads in the app will be removed, meaning they need to be downloaded again after deleting the app.

Having trouble downloading on the �� iPlayer Downloads application for computers? Have a look at the Troubleshooting problems with downloads on a computer or laptop page for steps to try.

Anonymous (not verified) 03 October 2019