Troubleshooting ITVX on your Smart TV or Connected Device

Modified on Tue, 4 Nov at 1:37 PM

If you're having issues with the ITVX app on your Smart TV, set-top box, games console, or streaming stick, try these steps in the order listed.

Step 1: Simple restarts

These quick steps refresh your device and internet connection, which often resolves temporary glitches.

Restart your Device: Turn off your TV or connected device (Fire TV, etc.). If possible, unplug it from the main power for at least one minute, then plug it back in and turn it on.
Restart your Home Network: Unplug your Wi-Fi router from the power. Wait 30 seconds, then plug it back in. Wait a couple of minutes for it to fully reconnect before trying ITVX again.

Step 2: Refresh the ITVX app

If the restart didn't work, focus on the app itself.

Reset ITVX: Open the ITVX app, navigate to Settings and select About. Click on Reset and press OK. The app will relaunch and you’ll need to sign back in.
Clear App Data and Cache: On some devices (like Fire TV or Android TV), you can clear the app's cache and data. Navigate to your device’s main Settings menu and look for Applications or Manage Installed Applications. Find ITVX, then select Clear Data and Clear Cache. Then open the app and sign back in.
Uninstall and Reinstall the App: If your device allows it, delete the ITVX app completely, then download it again from your device's app store. This ensures you have a clean installation of the latest version.

Step 3: Check Device and Network Settings

These steps address common technical issues like outdated software or network interference.

Update Your Device Software/Firmware: Outdated device software can cause compatibility issues. Check your device's Settings or System menu for a Software Update option. If an update is available, install it and try ITVX again.
Check for VPNs: Services that mask your location can interfere with streaming, as ITVX is only available in the UK. Make sure any VPN is disabled for your device or network.
Improve Your Connection: For detailed steps on how to improve your connection and check your speed, see our dedicated article: How to improve your connection speed

Step 4: Isolate the Problem

If the issue continues, check if it's specific to the ITVX app or your device.

Test Other Streaming Apps: Try using another streaming app (e.g., BBC iPlayer, Channel 4). If other apps are also having problems, the issue is most likely with your internet connection or your device's hardware.
Try ITVX on a Different Device: Try playing a programme on ITVX using a different device, like a mobile phone, tablet, or laptop. If ITVX works fine on another device, the issue is likely specific to the original TV or connected device.

Still need help?

If you have tried all the steps above and are still having trouble, please contact the ITVX Customer Service team. To help us resolve your issue quickly, please provide as much of the following information as possible:

Device Details: Make and model of the device
Issue Details: What exactly is happening and when does it occur?
Affected Content: Does the problem affect live TV, on-demand programmes, or both? If it's on-demand, which specific programme or series is affected?
Troubleshooting Attempted: Which steps have you already tried?