ITV Player

dave_ave

I'm having a strange problem with ITV Player, on the main PC, running Windows 7. No programmes will play, just adverts.

It doesn't seem to be a problem with the broadband connection itself (Virgin Media cable broadband, using a D-Link DIR-615 wi-fi router), as there is no problem playing back programmes using a Windows 7 laptop on the same network. I've tried all sorts to resolve the problem.

The other online streaming services, BBC iplayer and 4OD both work, no problems.

Windows Update is fully up to date, as is Adobe Flash. It makes no difference if I turn off Windows Firewall and Microsoft Security Essentials (virus checker). The problem is the same using Firefox, IE9 and Chrome. Whether I connect the PC using an ethernet cable straight to the router or a wifi adaptor, it makes no difference.

Another strange thing is it will normally show me the adverts/sponsorship promos proceedings the programme, but normally, it will start on advert 2 of 2, 2 of 3, or 3 of 3, but never 1 of 2 or 1 of 3.

When the programme tries to play, it gives an error message within the player screen which says: "Sorry - An internet connection failure caused the video to stop. Please refresh the page to try again". Needless to say, refreshing the page doesn't work. Neither does opening and closing the browser or rebooting.

I'm in the UK, so that shouldn't be a problem. In fact, I can watch catch up ITV programmes via STV's own website without a problem at www.stv.tv, but they do not carry all of ITV's output.

Anyone any ideas how this can be fixed? There doesn't seem to be any problems reaching other sites and I don't understand why it only affects one computer on the network.

This has been happening for at least a week. I hadn't tried to use ITV Player online for ages, but I'm sure it used to work in the past.

deed02392

dave_ave wrote: »

I'm having a strange problem with ITV Player, on the main PC, running Windows 7. No programmes will play, just adverts.

It doesn't seem to be a problem with the broadband connection itself (Virgin Media cable broadband, using a D-Link DIR-615 wi-fi router), as there is no problem playing back programmes using a Windows 7 laptop on the same network. I've tried all sorts to resolve the problem.

The other online streaming services, BBC iplayer and 4OD both work, no problems.

Windows Update is fully up to date, as is Adobe Flash. It makes no difference if I turn off Windows Firewall and Microsoft Security Essentials (virus checker). The problem is the same using Firefox, IE9 and Chrome. Whether I connect the PC using an ethernet cable straight to the router or a wifi adaptor, it makes no difference.

Another strange thing is it will normally show me the adverts/sponsorship promos proceedings the programme, but normally, it will start on advert 2 of 2, 2 of 3, or 3 of 3, but never 1 of 2 or 1 of 3.

When the programme tries to play, it gives an error message within the player screen which says: "Sorry - An internet connection failure caused the video to stop. Please refresh the page to try again". Needless to say, refreshing the page doesn't work. Neither does opening and closing the browser or rebooting.

I'm in the UK, so that shouldn't be a problem. In fact, I can watch catch up ITV programmes via STV's own website without a problem at www.stv.tv, but they do not carry all of ITV's output.

Anyone any ideas how this can be fixed? There doesn't seem to be any problems reaching other sites and I don't understand why it only affects one computer on the network.

This has been happening for at least a week. I hadn't tried to use ITV Player online for ages, but I'm sure it used to work in the past.

Couple of things I can suggest.

If you haven't yet tried, use a different web browser. For example Google Chrome or Firefox. SInce ITV Player works in the browser there's a small chance an issue has developed in it. If other browsers work, try clearing your cookies/cache in your original browser (or just get used to a better browsing experience, if you're coming from Internet Explorer).

dave_ave

Yes, tried Chrome, but no change. It's weird because the adverts play, but then no programme follows. I'm convinced it's ITV refusing to send data for whatever reason.

I had a reply from Tech Support at ITV and here's the reply:

Thank you for contacting ITV.com.

We're very sorry to hear you have been experiencing difficulty in watching our programming online. It has been brought to our attention that some users have been receiving error messages, low quality images, the loading symbol, and as a result have not been able to watch full episodes without interruption.
We have since implemented a fix to the player, which we hope should improve the service.

We would encourage you to attempt to view our content again. Prior to doing so please clear your cache and cookies to remove any erroneous data that may have been stored on your computer. In some cases this has lead to successful resolution of video issues.

IE:
1. Go to Tools, Internet Options, General tab, 'Browsing History' > 'Delete...', Tick Tempory Internet Files and Cookies, click Delete
2. Go to Tools, Internet Options, General tab, 'Browsing History' > 'Settings', 'View Files'. Delete all files in this folder.
Restart IE.

Firefox:
Tools, 'Clear Recent History', Tick 'Cookies' and 'Cache', Click Clear Now. Restart browser

Chrome:
Tools, Options, 'Under the Bonnet', Clear Browsing Data, Select Empty the cache and Delete cookies.. Restart browser
Please also make sure that you are using the latest version of Adobe Flash player. Below is a link which will take you to the relevant Adobe Flash download screen should you wish to update your plug-in.

Please also take the following steps to clear your flash cookies.
1. http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager07.html

2. Click the 7th tab (folder with arrow)

3. Click delete all sites


http://get.adobe.com/flashplayer/

This should give you the most up to date version of Flash that the browser/OS can support.

If you are still having issues with downloading Abode please visit the following link:

http://kb2.adobe.com/cps/142/tn_14266.html

Here you can download a specific version of Flash (any that is version 10.2 or higher will enable you to watch the ITV Player).

We also recommend opening ITV with analternative browser such as Firefox or Google Chrome.

You can download google chrome for free by clicking on the following link;

www.google.com/chrome

You can download firefox by clicking on the following link;

www.mozilla.org/en-US/firefox/new

Can you confirm if you are still having these issues since sending your original email?

http://www.itv.com/itvplayer

Kind Regards,

Charlotte

ITV Customer Support

I followed all this advice and still no change! :mad::mad::mad: