Talktalk TV hub iplayer UHD not working

[Ineedhelpfrom]

Hello 

All

I wanted to ask has anyone got Iplayer UHD working on the TalkTalk TV hub 

Are TalkTalk aware of this ?

Is there any fix for this

Thanks

[fr8ys]

Which is also why both I and @ferguson asked you for your TV details very early on.

And as I mentioned UHD is playable via my LG 4k TV but not my HD Samsung TV.

[Karl-TalkTalk]

Hi

The Hubs are certified and do play UHD content.  I have one here that plays UHD content from Iplayer on my LG TV.

I've dealt with another customer in the past that had a couple of TV's.

IPlayer would play UHD content on one model, but not the other, so clearly an issue between the TV and the box.

This is one of the reasons I ask for the TV model for testing.  I also advise customers to test their box on another TV to verify this.

Thanks  

Karl. 

[Ineedhelpfrom]

Hi 

I got a reply from The BBC Iplayer team and they are saying the TV Hub needs to be certified in order for the Iplayer to play UHD content

[Ineedhelpfrom]

Thanks @Karl-TalkTalk 

[Karl-TalkTalk]

Hi

I've passed this into to our devices Team.

Thanks  

Karl. 

[Ineedhelpfrom]

Here is the requested information

youview, version

Version 2024-01-10-0a212a0d12-tta

Thanks

[Karl-TalkTalk]

Hi

They have asked if you can confirm the CL (custom launcher) version for youview.

Go to: Settings / Apps / See all apps / Show system apps / System apps > Scroll to bottom to click on YouView (alphabetically)

How to check the CL version within app?

Highlight the text box and click ok; then version displays on the Right-Hand Side (RHS)

Thanks  

Karl. 

[Karl-TalkTalk]

Hi

I'll see what the device manager says.

Karl.

[Ineedhelpfrom]

I am really not comfortable in sending My google Id I used to setup the box

I can give the serial number

Thanks

[Karl-TalkTalk]

Hi

If you can drop me a PM with your google ID, the devices team can look at the device specifically and track that ID for any issues or errors collected from the logs of the device.

Thanks  

Karl. 

[Ineedhelpfrom]

I have posted the version

I dont know why you need My Google ID I used to setup the box

[Ineedhelpfrom]

Why do you need My google Id 

The version is below

TTG-5.12.1-230406

[Karl-TalkTalk]

Hi

Ok,  if you can let me know the box version as in the post above, and PM the details of your google ID , I can pass this along.  I am speaking with our devices team directly and they are asking for this info.

Thanks  

Karl. 

[Ineedhelpfrom]

The BBC Iplayer app is built in and is not available in the app store 

It is running the latest software and no software update is available

[Karl-TalkTalk]

Hi

Also, check BBC Iplayer is updated to the latest version :

Home Screen,

Apps (All Apps),

Google Play Store,

Scroll up to Apps,

Manage apps and games,

Updates,

Thanks  

Karl. 

[Karl-TalkTalk]

Hi

Can you confirm the software version of the TV Hub you have - 

Home Button > Settings Cog > Device Preferences > About > Release

Should look something like TTG-5.12.1 etc.

Also drop me a PM (Personal Message) to confirm your Google ID you used when setting up the box.

Thanks  

Karl. 

[Ineedhelpfrom]

Thanks Karl

Please do escalate this and I am sure this  will be fixed 

Please keep us updated

Thanks again

[Karl-TalkTalk]

Hi

So this would show that the TV Hub is outputting content in UHD and the issue does lie within the IPlayer App not identifying the TV or device it is connected to correctly, so this does look like an app issue specifically, however I will need the device details to pass across to our Teams.

Thanks  

Karl. 

[Ineedhelpfrom]

As I mentioned yesterday 

Yes Youtube 4K and UHD works perfectly 

[Karl-TalkTalk]

Hi

Also, just another question, if you search YouTube for UHD Videos, do these play ok?

Karl.