Troubleshooting problems with downloads on a mobile or tablet

Here are some steps to try:

  1. Try downloading the programme again
    It could just be听a temporary issue, so try deleting the programme from your download queue听and downloading it again.
    听
  2. Make sure you have a strong internet connection听
    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,听you need to toggle this on in the app's settings.听
    听
  3. Check your听phone or tablet's software is up to date
    Here's how to check for software updates:
    听
    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
  4. Reinstall the 大象传媒 iPlayer app
    Delete the app first and reinstall it from your app store (, , or ). 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:

  1. Close the app and reopen it
  2. Disconnect your mobile or tablet from WiFi or mobile data, or switch听it on to Airplane Mode
  3. In the UK and able to access the internet? Try deleting the programme and re-downloading it.
  4. 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 大象传媒 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鈥檛 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听internet) or your WiFi signal could be weak and drop out by being too far from the WiFi router.听
    听
  • A very slow internet connection
    If your connection is too slow and it鈥檚 taking a very long time to download, it鈥檚 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

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听Contact Us听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听(e.g. iPad Pro, Google Pixel 7)
  • Your device's operating system version (e.g. iOS 17, Android 14)
  • The version of the 大象传媒 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

听