大象传媒

Try these steps in the order listed to see if they help. (Using the 大象传媒 iPlayer website on your mobile or tablet?听Skip points 3 and 4.)

1. Restart the device
   Turn off your device and switch听it back on before you try anything else. Make sure it's properly turned off and not placed in a standby or sleep mode.
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2. Check听you're using the latest operating system version for your device听
   Sometimes bugs can only be fixed by an operating system update (the software that runs your phone). To check for operating system updates:
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   Amazon Fire	Swipe from the top of the screen to open the Quick Settings > select More > About
   Android	Go to Settings > About Device > Software Update
   iOS (iPhone/iPad)	Go to Settings > General > Software Update

3. Check you're using the latest version of the app
   App updates frequently include bug fixes, so update if you鈥檙e not using the latest app version. You can check for updates in your app store:
   
   
   
   
   
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4. Reinstall the app
   Delete the app then install it again from the app store. There may have been an issue when you installed the app, so this would be the next step after updating the app. Please be aware that when you delete the app you鈥檒l also delete any downloaded programmes.
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5. Check your听internet听connection
   Maybe you're using a mobile network (e.g. 4G) when you think you're on WiFi?
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   • Poor performance on WiFi
     Try switching off your other devices using the same network as you or even taking them offline as these will be competing for bandwidth. The further away you are from the router, the more signal quality will suffer, so try moving closer to your router. Restarting your router may also help.
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   • Poor performance using your mobile network?
     Try turning your data connection off and on again. Sometimes even if it seems like you have a good signal on your mobile network, other factors such as a congested network (i.e. if you're using your data connection at peak times) may affect performance. Connecting to a WiFi network should improve playback and if it's a consistent problem, downloading programmes will help.听
   
   For more help resolving buffering issues, see the听What can I do to help with buffering or playback problems? page.
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Still not working?

• Check your system clock time听
  大象传媒 iPlayer might have problems playing content if your device time isn't quite right (and doesn't match what we think the time currently is).听Here's how to check this:

• Android: try clearing the app cache & data
  Go to:听Settings > Apps > 大象传媒 iPlayer听and select the Clear Cache option.
  
  To clear the app data entirely, select Clear Data on the same page. Then sign back in and try playing a programme.

• Having problems with Chromecast or Airplay?
  Check the听Why am I having problems with my Chromecast? page for advice on how to resolve issues with Chromecast.
  
  For help with Airplay, check Apple's support site: 听
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• Have you tried to download programmes in the app?
  If you're still having problems playing programmes, you could try to download programmes to see if that helps.听
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• Try the website
  While you could be having problems with the app on your device, you might be able to watch programmes on the 大象传媒 iPlayer website on your mobile or tablet instead. Just go to 听on your device's internet browser.

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Still need help?

If the problem you're experiencing isn't in the known issues section of the help site, and you're using the latest app version and operating system for your device, get in touch by clicking the Contact Us button below.

Send us as much information as possible:

• Make and model听of the device you're using (e.g. iPad Pro, Google Pixel 7)
• The device's operating system version (e.g. iOS 17, Android 14)
• The version of the 大象传媒 iPlayer app you鈥檙e using (go to Settings on your device and select the 大象传媒 iPlayer app)
• Which programmes are affected (please give examples)
• Whether it affects live, on-demand or downloaded programmes
• Any error messages or error numbers displayed
• The date and time the problem started
• The steps you've tried to resolve the issue

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