Article ID : 00131634 / Last Modified : 29/01/2018

YouView: Troubleshooting Guide

Applicable Products and Categories of This Article

Setup

The YouView setup on my Sony TV won’t accept my postcode


Programme Guide

The YouView guide on my Sony TV isn’t working properly
I’ve lost channels in the YouView guide on my Sony TV
Why do I see 'No Information' in the backwards YouView guide on my Sony TV?

On Demand

Why is my On Demand player not working?
Why are my On Demand programmes buffering on my YouView enabled Sony TV?

Remote control

My Sony remote isn’t working properly

Picture / Sound Quality

My Picture / sound is breaking up


Error Messages

Resolution for YVM2104 - Temporary problem with Internet service
Resolution for YVM2102 - Internet connection issues
Resolution for YVM2105 - Problem with one of the On Demand Players
Resolution for YVM2305 - Can't show Live TV
Resolution for YVM2912 - Invalid Postcode


The YouView guide on my Sony TV isn’t working properly

The guide is made up of two sections, Now & Next and the Backwards Programme Guide. See the below steps for help with the section that isn't working properly.

Backwards Programme Guide

If you are seeing 'No Information' or 'loading' for programmes in the Backwards Programme Guide, then you may not be connected to the Internet . See the following: Why do I see 'No Information' in the backwards YouView guide on my Sony TV?

If there are programmes that are unavailable to play in the Backwards Programme Guide, then these programmes may not be available yet, please try again later. Alternatively the broadcasters for these programmes may not have an On Demand service on YouView, but may join later.

Now & Next

If you have no information in the Now & Next section of your guide, then try restarting your TV. Press & hold the power button on the remote for 8 seconds, then let go. Your TV will then power down. Once it has turned off, turn it back on again.
If after resetting your box you still have no information in the guide, try Re-Tuning your channels. For instructions on how to do this see the article:  How do I re-tune my channels?

I’ve lost channels in the YouView guide on my Sony TV

If you have missing channels, try the steps below:

1. Hidden Channels

"Have you hidden the channel?"

If so, try un-hiding it.

Click for instructions:

Standard remote

1. Press the GUIDE button.
2. Once the guide is open, press the Yellow button.
3. Enter your Sony PIN.
4. If you have hidden any channels, an option to 'Restore all channels' will be offered to you. Press the Red button to restore all your channels.

Touchpad remote

1. Press the HOME button.
2. Select Program Guide from the Apps row and select Guide.
3. Press the Action Menu and select the Yellow button.
4. Enter your Sony PIN.
5. If you have hidden any channels, an option to 'Restore all channels' will be offered to you. Press the Action Menu and select the Red button.  

2. Error Message

"Did you get an error message?"

Yes - Please see our section on Error Messages with details on how to resolve them.

No - go to the next step.

3. Channel check

To confirm which digital channels are available for your postcode, use the Availability Checker.

If the missing channel is not listed, then you may not be able to receive channels in your area. If you do have channels available to you, please try the next step.

4. Re-Tune your channels

Try re-tuning your digital channels. To do this, press the HOME button on your remote and go to [Settings] > [Channel Setup] > [Digital Setup] > [Digital Tuning] and select [Digital Auto Tuning].

You can also manually tune your channels by choosing the Digital Manual Tuning option in the Digital Tuning section.

5. Check your connections

Check your cables are connected correctly, especially the aerial lead from the aerial socket in your home to the back of your Sony TV. Try disconnecting the cable then reconnecting it to ensure a firm connection. If you are unsure how to connect your equipment, see your Sony TV manual.

6. Planned engineering works

Check the Digital UK website to see if there is any planned engineering works that maybe affecting the service in your area.

7. Signal Interference

There could be signal interference in your area caused by 4G transmissions. We recommend checking with at800.tv to see if you have been affected.

Weather conditions such as high pressure, heavy winds or storms can also affect your signal. Check if your roof aerial has been affected or moved by any recent severe weather.

We would also recommend seeing the BBC website for more information on signal interference.

8. Restart your TV

To restart your TV, press and hold the standby button on your remote control for 8 seconds. Your TV will then turn itself off. Press the standby button again to turn it back on. 

9. Improve the signal

If you have passed all the checks above and you still have a weak signal, here are a few recommendations to help improve your signal.

If you have:

An internal aerial: try repositioning it to see if this resolves the issue.

A communal/shared aerial: please contact your landlord or Housing Association to see if there is anything they can do to help improve the signal.

An external aerial: there may be a fault with the aerial or your aerial may have moved out of position. We recommend contacting an aerial support engineer. We have some details in Useful Contacts.

Additional Equipment: Using an aerial splitter or attenuator may weaken your signal strength/quality and cause it to fluctuate. Try using the aerial without a splitter and see if this improves the signal strength.

If your strength is too low, then try using a signal booster to improve the signal.

10. Further help

If you're experiencing this problem with a single channel, please contact the channel broadcaster directly.

If the problem is occurring on more than one channel, we have recognised a couple of Engineer Support Bodies who may be able to help. We have some details in Useful Contacts.

Why do I see 'No Information' in the backwards YouView guide on my Sony TV?

If the programmes in the backwards YouView guide say 'No Information' then this could be a result of an Internet issue. We suggest you run through the following checks. After each step, you should check your YouView service to see if the issue has been resolved before proceeding to the next step:

1. Check your connections

Depending on your setup, you may be using one of these methods of connection. Follow the instructions according to your setup:

An Ethernet cable
Check the cable hasn't been damaged and is firmly connected to the back of your TV and to the back of your router.

A set of Powerline Adapters
Check both adaptors are plugged in and powered on. Make sure the Ethernet cables are connected firmly to the adapters, your router and your TV and all 3 lights on both adapters are on.

We recommend connecting your powerline adapters directly to a wall socket instead of an extension lead for the best results.

A Wi-Fi connection
Check your Wi-Fi signal is working around the rest of the home. Try using it on a mobile device for example. If you are having issues connecting the TV to Wi-Fi please see the following article:

2. Check your network connection status

You may be successfully connected to your router but you may not have Internet access.

To check your connection status press the HOME button on your remote and go to [Settings] > [Network] > [Advanced settings] > [Network status] > [Check connection] and choose Yes. Here you can see if you have Internet access. If the Internet access says Failed then try step 3.

If your Internet access is OK, then skip to step 4.

3. Restart your router

Restart your router by switching off the power, wait 30 seconds and then switch the power on again. Wait until the lights on your router indicate it has finished starting up and has connected to the Internet. If you're not sure that your TV has connected to the router, repeat step 2 to confirm.

4. Restart your TV

To restart your TV, press and hold the standby button on your remote control for 8 seconds. Your TV will then turn itself off. Press the standby button again to turn it back on. 

5. Reduce usage

Are any other devices (such as a computer, laptop or games console) connected to the Internet? This will reduce your speed and may cause issues. Try disconnecting these devices.

6. Broadband speed test

Use the Availability Checker to test your current broadband speed. Before you run the test we recommend that you:

  • connect your computer or laptop directly to your Router with an Ethernet cable (not wireless).
  • If possible, close any open applications and programs on your computer.
  • make sure there are no other devices connected to the router are using the Internet.
  • If you're broadband speed is under 3Mb/s (Megabits per second), YouView may not work correctly, please contact your broadband provider regarding your broadband speed.

7. Further help

If you are unable to get a connection or Internet access then please contact your broadband provider.

If you are able to get Internet access on your TV and have tried all the steps above, then please contact YouView Viewer Support.

Why is my On Demand player not working?

To use the On Demand player, you'll need to have the latest Sony TV software . To check this, make sure your TV is  connected to the Internet  then follow these instructions.

Click for instructions:

Standard remote

1. Press the HELP button.
2. Navigate down and select System Software Update.
3. Choose Check for a system software update. If an update is available your TV will start to download it.

Touchpad remote

1. Press the HOME button.
2. Scroll down to the Settings section and choose Help.
3. Scroll down and select System Software Update.
4. Choose Check for a system software update. If an update is available your TV will start to download it.

Why are my On Demand programmes buffering on my YouView enabled Sony TV?

If you are experiencing buffering while watching On Demand programmes, this could be sign of a slow broadband connection or an Internet issue.
We'd recommend trying the following steps. After each step, you should check the On Demand service to see if the issue has been resolved before proceeding to the next step.

1. Broadband speed test

Use the Availability Checker to test your current broadband speed. Before you run the test we recommend that you:

  • Connect your computer or laptop directly to your Router with an Ethernet cable (not wireless).
  • If possible, close any open applications and programs on your computer.
  • Make sure there are no other devices connected to the router are using the Internet.
  • If you're broadband speed is under 3Mb/s (Megabits per second), YouView may not work correctly, please contact your broadband provider regarding your broadband speed.

2. Check your connections

Depending on your setup, you will either have:

Depending on your setup, you may be using one of these methods of connection. Follow the instructions according to your setup:

An Ethernet cable
Check the cable hasn't been damaged and is firmly connected to the back of your YouView box and to the back of your router.

A set of Powerline Adapters
Check both adaptors are plugged in and powered on. Make sure the Ethernet cables are connected firmly to the adapters, your router and your TV and all 3 lights on both adapters are on.

We recommend connecting your powerline adapters directly to a wall socket instead of an extension lead for the best results.

A Wi-Fi connection
Check your Wi-Fi signal is working around the rest of the home. Try using it on a mobile device for example. If you are having issues connecting the TV to Wi-Fi please see the following article:

3. Check your network connection status

You may be successfully connected to your router but you may not have Internet access.

To check your connection status press the HOME button on your remote and go to [Settings] > [Network] > [Advanced settings] > [Network status] > [Check connection] and choose Yes. Here you can see if you have Internet access.

4. Restart your router

Restart your router by switching off the power, wait 30 seconds and then switch the power on again. Wait until the lights on your router indicate it has finished starting up and has connected to the Internet. If you're not sure that your TV has connected to the router, repeat step 3 to confirm.

5. Restart your TV

To restart your TV, press and hold the standby button on your remote control for 8 seconds. Your TV will then turn itself off. Press the standby button again to turn it back on. 

6. Reduce usage

Are any other devices (such as a computer, laptop or games console) connected to the Internet? This will reduce your speed and may cause issues. Try disconnecting these devices.

7. Further help

If you are still experiencing buffering issues and you have tried all the steps above, then please contact your broadband provider.

My Sony remote isn’t working properly

My Sony remote isn't working properly

If your remote isn't working properly, please see our support article: TV remote commander not operating properly or not responding at all? Discover how to troubleshoot

If you are trying to use the Touchpad remote for the first time and it is not working, it could be because the remote has not been paired to the TV. For instructions on how to pair your Touchpad remote please see our Support article: How do I pair my Touchpad remote to Sony's Android TV?  

My Picture / sound is breaking up

There may be a problem with the signal reaching your TV. This step by step guide will help you resolve the issue:

1. Picture/Sound Test

Your Sony TV can run a test to see if there anything wrong with the TV itself. To do this, follow these steps:

Standard remote

  • Press the Help button.
  • Navigate to and select Picture/Sound Symptoms.
  • Select Start. The test will then run and let you know if there is anything wrong.

Touchpad remote

  • Press the HOME button.
  • Navigate to the Settings section and select Help.
  • Navigate to and select Picture/Sound Symptoms.
  • Select Start. The test will then run and let you know if there is anything wrong.

2. Cable Check

Check your aerial cable is firmly connected and hasn't come loose at the back of your TV. It's also worthwhile making sure the aerial lead hasn't been damaged at all.

3. Restart your TV

Rebooting your TV can help restore your signal. Press & hold the power button on the remote for 8 seconds, then let go. Your TV will then power down. Once it has turned off, turn it back on again.

4. Re-Tune Channels

You may need to re-tune your channels. To do this:

  • Press the HOME button of your remote control.
  • Go to the Settings menu, located at the bottom of the Home screen.
  • Select Channel [Setup] > [Digital Setup] > [Digital Tuning] > [Digital Auto Tuning].
  • When asked "Do you want to start Auto Tuning?" select Yes.
  • Select Antenna. The auto tuning for Antenna starts at this point.

For more information on tuning your channels, see the article: How do I tune or retune my Sony's Android TV (Analogue/Cable/Terrestrial Guide)?

5. Channel check

To confirm which digital channels are available for your postcode, use the Availability Checker.

If the problem channel isn't listed, then you may not be able to receive it correctly.

6. Signal check

If it is listed, check the TV signal and quality for the channel.

For instructions on how to check the TV signal & quality, choose your preferred remote:

Standard remote

  • Press the HELP button.
  • Select Signal diagnostics.

Touchpad remote

  • Press the HOME button.
  • Navigate to the Settings section and select Help.
  • Select Signal diagnostics.

If the signal quality is less than 50%, this will indicate that you have a weak signal to receive this channel. Conversely, if your signal is too high this could also cause the issue.

7. Signal Interference

It is also possible that you are being affected by outside signal interference, such as:

  • 4G transmitters. Check the at800 website for more information.
  • Planned engineering works to your local transmitter. Check the Digital UK website to see if there is any planned engineering works that maybe affecting the service in your area.
  • Strong weather conditions. We would also recommend seeing the BBC website for more information on signal interference.

8. Improve the signal

If you have passed all the checks above and you still have a weak signal, here are a few recommendations to help improve your signal.

If you have:

An internal aerial: try repositioning it to see if this resolves the issue.

A communal/shared aerial: please contact your landlord or Housing Association to see if there is anything they can do to help improve the signal.

An external aerial: there may be a fault with the aerial or your aerial may have moved out of position. We recommend contacting an aerial support engineer. We have some details in Useful Contacts.

Additional Equipment: Using an aerial splitter or attenuator may weaken your signal strength/quality and cause it to fluctuate. Try using the aerial without a splitter and see if this improves the signal strength.

If your strength is too low, then try using a signal booster to improve the signal.

9. Further help

If you're experiencing this problem with a single channel, please contact the channel broadcaster directly.

If the problem is occurring on more than one channel, we have recognised a couple of Engineer Support Bodies who may be able to help. We have some details in Useful Contacts.

Resolution for YVM2104 - Temporary problem with Internet service

This error message is displayed when there is a temporary issue with an On Demand service on a YouView enabled Sony TV.

We'd recommend trying the following steps. After each step, you should check the On Demand service to see if the issue has been resolved before proceeding to the next step.

1. Restart your TV

To restart your TV, press and hold the standby button on your remote control for 8 seconds. Your TV will then turn itself off. Press the standby button again to turn it back on. 

2. Check your connections

Depending on your setup, you may be using one of these methods of connection. Follow the instructions according to your setup:

An Ethernet cable
Check the cable hasn't been damaged and is firmly connected to the back of your TV and to the back of your router.

A set of Powerline Adapters
Check both adaptors are plugged in and powered on. Make sure the Ethernet cables are connected firmly to the adapters, your router and your TV and all 3 lights on both adapters are on.

We recommend connecting your powerline adapters directly to a wall socket instead of an extension lead for the best results.

A Wi-Fi connection
Check your Wi-Fi signal is working around the rest of the home. Try using it on a mobile device for example. If you are having issues connecting the TV to Wi-Fi please see the following articles:

3. Check your network connection status

You may be successfully connected to your router but you may not have Internet access.
To check your connection status press the HOME button on your remote and go to [Settings] > [Network] > [Advanced settings] > [Network status] > [Check connection] and choose Yes. Here you can see if you have Internet access.

4. Restart your router

Restart your router by switching off the power, wait 30 seconds and then switch the power on again. Wait until the lights on your router indicate it has finished starting up and has connected to the Internet. If you're not sure that your TV has connected to the router, repeat step 3 to confirm.

5. Further help

If you are unable to get a connection or Internet access then please contact your broadband provider.

If you are able to get Internet access on your TV and have tried all the steps above, then please contact YouView Viewer Support.

Resolution for YVM2102 - Internet connection issues

This error code may appear when your TV has been disconnected from the Internet. Try these steps to get reconnected:

1. Cable Check

If you are using Wi-Fi then skip to step 2.

Depending on your setup, you may be using one of these methods of connection. Follow the instructions according to your setup:

An Ethernet cable
Check the cable hasn’t been damaged and is firmly connected to the back of your YouView box and to the back of your router.

A set of Powerline Adapters
Check both adaptors are plugged in and powered on. Make sure the Ethernet cables are connected firmly to the adapters, your router and your YouView box and all 3 lights on both adapters are on. We recommend connecting your powerline adapters directly to a wall socket instead of an extension lead for the best results.

2. Check your Wi-Fi
If you’re not using Wi-Fi then skip to step 3.

Check your Wi-Fi signal is working around the rest of the home. Try using it on a mobile device for example. If you are having issues connecting the TV to Wi-Fi please see the following article:

3. Check your Network Connection Status

You may be successfully connected to your router but you may not have Internet access. To check your connection status press the HOME button on your remote and scroll down to [Settings] > [Network] > [Advanced settings] > [Network status] > [check connection] and choose Yes. Here you can see if you have internet access.

4. Restart your router

Restart your router by switching off the power, wait 30 seconds and then switch the power on again. Wait until the lights on your router indicate it has finished starting up and has connected to the Internet. If you’re not sure that your TV has connected to the router, repeat step 3 to confirm.

5. Restart your TV

To restart your TV, press and hold the standby button on your remote control for 8 seconds. Your TV will then turn itself off. Press the standby button again to turn it back on.

6. Further help

If you are unable to get a connection or internet access then please contact your broadband provider.

If you are able to get internet access on your TV and have tried all the steps above, then please contact YouView Viewer Support.

Resolution for YVM2105 - Problem with one of the On Demand Players

The error code may appear when there is a connection issue starting one of the on demand players or watching a programme in the player.

We'd recommend trying the following steps. After each step, you should check your live TV service to see if the issue has been resolved before proceeding to the next step.

1. Try the Player again

You can attempt to restart the player or programme content again to see if it starts correctly the second time.

2. Download the latest software

You may not be using the latest System Software.  Make sure you are connected to the Internet then download the latest System Software. To do this, follow these instructions:

Standard remote

  • Press the HELP button.
  • Navigate down and select System Software Update.
  • Choose Check for a system software update. If an update is available your TV will start to download it.

Touchpad

  • Press the HOME button.
  • Scroll down to the Settings section and choose Help.
  • Scroll down and select System Software Update.
  • Choose Check for a system software update. If an update is available your TV will start to download it.

3. Check your connections

Depending on your setup, you may be using one of these methods of connection. Follow the instructions according to your setup:

An Ethernet cable
Check the cable hasn't been damaged and is firmly connected to the back of your TV and to the back of your router.

A set of Powerline Adapters
Check both adaptors are plugged in and powered on. Make sure the Ethernet cables are connected firmly to the adapters, your router and the back of your TV and all 3 lights on both adapters are on.

We recommend connecting your powerline adapters directly to a wall socket instead of an extension lead for the best results.

A Wi-Fi connection
Check your Wi-Fi signal is working around the rest of the home. Try using it on a mobile device for example. If you are having issues connecting the TV to Wi-Fi please see the following article:

4. Check your network connection status

You may be successfully connected to your router but you may not have Internet access.
To check your connection status press the HOME button on your remote and go to [Settings] > [Network] > [Advanced settings] > [Network status] > [Check connection] and choose Yes. Here you can see if you have Internet access.

5. Restart your router

Restart your router by switching off the power, wait 30 seconds and then switch the power on again. Wait until the lights on your router indicate it has finished starting up and has connected to the Internet. If you're not sure that your TV has connected to the router, repeat step 4 to confirm.

6. Restart your TV

To restart your TV, press and hold the standby button on your remote control for 8 seconds. Your TV will then turn itself off. Press the standby button again to turn it back on. 

7. Further help

If you are unable to get a connection or Internet access then please contact your broadband provider.

If you are able to get Internet access on your TV and have tried all the steps above, then please contact YouView Viewer Support.

Resolution for YVM2302 - TV signal problem. Your digital signal is weak or lost

This error message is displayed when your digital signal is weak or lost.

We'd recommend trying the following steps. After each step, you should check your live TV service to see if the issue has been resolved before proceeding to the next step.

1. Check your connections

Check your aerial cable is firmly connected and hasn't come loose at the back of your TV. It's also worthwhile making sure the aerial lead hasn't been damaged at all. If you are unsure how to connect your equipment, see your Sony TV manual.

2. Re-Tune your channels

Try re-tuning your digital channels. To do this, press the HOME button on your remote and go to [Settings] > [Channel Setup] > [Digital Setup] > [Digital Tuning] and select [Digital Auto Tuning].

You can also manually tune your channels by choosing the Digital Manual Tuning option in the Digital Tuning section.

3. Channel check

To confirm which digital channels are available for your postcode, use the Availability Checker.

If the problem channel isn't listed, then you may not be able to receive it correctly.

4. Signal check

If it is listed, check the TV signal and quality for the channel.

For instructions on how to check the TV signal & quality, choose your preferred remote:

Standard remote

  • Press the HELP button.
  • Select Signal diagnostics.

Touchpad

  • Press the HOME button.
  • Navigate to the Settings section and select Help.
  • Select Signal diagnostics.

If the signal quality is less than 50%, this will indicate that you have a weak signal to receive this channel. Conversely, if your signal is too high this could also cause the issue.

5. Signal Interference

It is also possible that you are being affected by outside signal interference, such as:

  • 4G transmitters. Check the at800 website for more information.
  • Planned engineering works to your local transmitter.