Troubleshooting

The ITV Hub app on my 2012 Samsung TV isn't working!

Try these simple steps to get things up and running again:

  • Make sure you're not in the Smart Hub and in "TV" mode
  • Press the Menu button on your remote control
  • Go to Support > Software Update and follow the instructions
  • Bingo, you should be sorted!
  • If you still have problems, please get in touch with our lovely Viewer Support team.

I'm having problems playing videos

We don’t want anything getting in the way of you and your favourite shows! If you're experiencing any freezing, buffering, error messages or a blank screen please try the steps below:

  1. Check your internet speed
  2. Turn off other devices connected to the same internet connection
  3. Clear session data- Exit the app- Switch off the TV- Switch on the TV- Re-open the app

You View users can check their speed at http://checker.youview.com/

If you are still having problems after trying the steps above, please get in touch.

I can't hear any sound

If you hear no sound at all, please check your TV volume settings and make sure the volume is turned up.

If you are getting sound from all other applications or live TV but not your ITV Hub app, please get in touch with us.

My app is being very slow

If your app is having a bit of a slow day, please try the following steps to clear your session data:

  1. Exit the app
  2. Switch off the TV
  3. Switch on the TV
  4. Re-open the app

If you are still having issues, please get in touch with us.

Can't find what you're looking for?

If you are having problems and can't find a solution on our help pages, please contact let us know.

You can email us at itvhubhelp@itv.com, tweet us @itvhub or call us on 0344 88 14150 (select option two). We’re available Monday to Friday 9.00am-9.00pm, Saturday 10.00am - 8.00pm, and Sundays and bank holidays 10.00am - 7.00pm.

How to...

Using the ITV Hub on Connected TVs and games consoles

Managing my account

Using the ITV Hub on Connected TVs

Which connected TV devices are supported?

Our app is currently available for:

- Samsung TVs versions 2012 and later
- Amazon Fire TV
- NOW TV players
- Roku players
- FreeSat
- YouView
- Freeview Play

Which games consoles are supported?

Currently the ITV Hub app is available on Xbox One and Xbox One S. But, we're working on getting onto more consoles like PlayStation, so watch this space!

How can I change my location?

You can change your location by navigating to Settings in the top menu bar of the app (or by pressing the yellow button on your Samsung Smart remote control, or on your NOW TV or Roku remote control). This will ensure that your region is kept up-to-date and that we show the correct channels and shows to you.

How do I clear my location data?

On Samsung, to clear your location data:

  1. Open the ITV Hub app
  2. Navigate to settings in the main menu
  3. Navigate to the ‘Location’ tab
  4. Scroll down and select the [Clear my location] button
  5. Select [Clear my location] when prompted, after which you will be returned to the app home screen

On NOW TV & Roku to clear your location data:

  1. Navigate to the Home menu, and Scroll down to locate the ITV Hub app
  2. Move the remote cursor to the app, to highlight it
  3. Press the * key on your remote control
  4. Select [Remove channel] from the options shown on the screen
  5. Now you can re-add the ITV Hub channel

The ITV Hub app on your Connected TV never stores your postcode. Your postcode, or partial postcode, is only used temporarily to identify your broadcast region which is used to ensure that you receive the right shows and channels for your area.

How do I activate parental controls?

If you want to limit what your little ones can watch on ITV Hub, you have the option to set up a PIN that will be asked for whenever you play any G-rated videos

To set up parental controls, navigate to your Settings menu in the top bar of the ITV Hub app, and select Parental Controls. Switch the parental control selection bar to ON and you will be asked to enter a 4-digit PIN.

If you have forgotten your PIN and security questions, please get in touch at itvhubhelp@itv.com who will be able to assist you.

You will need to set the PIN on each device using ITV Hub.

How do I get the best playback experience?

We want you to enjoy the ITV Hub and get the best viewing experience to enjoy your favourite shows.

The ITV Hub shows are streamed to your TV over your Internet connection. Generally, the better your broadband connection, the less buffering you will experience during video playback. While the ITV Hub should work perfectly over a wifi connection, we would recommend using a wired connection for watching video.

How do I update the ITV Hub on my Samsung Smart TV, Blu Ray Player or PVR?

Most Samsung Smart devices have automatic updates enabled by default. So long as your TV is on and connected, updates to the ITV Hub will automatically push to your device as they become available. We highly recommended that automatic updates are enabled to ensure that you always have the latest and greatest version of the app!

Some users have reported issues when updating apps on their TV. Sometimes it can take a few goes before the app has fully downloaded and installed, so we recommend retrying after a few hours if you are not successful first time around.

If you decide not to enable automatic updates, you can still update manually.

To manually update the ITV Hub app on 2014 and 2015 Samsung Smart devices:

  1. Switch on the TV
  2. Navigate to the Samsung Smart Hub
  3. Navigate to the Apps area
  4. Press and hold the select button on the ITV Hub app and a sub-menu will appear
  5. Select “Update apps” and if an update for ITV Hub is available, select it
  6. Choose “Update” - this might take a few minutes

To manually update the ITV Hub app on 2012-2013 Samsung Smart devices:

  1. Switch on the TV
  2. Navigate to the Samsung Smart Hub
  3. Navigate to the Apps area
  4. Navigate to “More apps” at the bottom of the screen
  5. Select “Apps to update” from the top centre of the screen
  6. If an update for ITV Hub is available, select it
  7. Choose “Update” - this might take a few minutes

How do I update the ITV Hub on my Now TV or Roku player?

So long as your Now TV or Roku player is on and connected, updates to ITV Hub will be automatically pushed to your device as they become available. Simple as that!

Managing my account

Why should I sign in?

If you already have an ITV Hub account, you can now sign in on your connected TV device. Sign in to:

  • Pick up where you left off on your favourite shows
  • Stay on track with your last watched history
  • Have an ITV Hub+ account? Watch programmes ad-free on your TV too!

If you don't have an account yet, you can set one up at www.itv.com/register

Setting up an account is completely free and will open the door to a world of entertainment!

How can I reset my password?

Don't worry! If you've forgotten your password, we can easily help you to reset it.

Go to www.itv.com on a PC or laptop, or open the ITV Hub mobile app.

Go to the ‘Sign in’ page found at the top and click the ‘Forgotten your password?’ link.

Now enter your email address and we'll fire you an email that contains a link to reset your password.

Don't forget that your email may go to your junk folder if you haven't had one from us before, so do check in there if you don't see it straight away.

If you still find that you have issues, or if you don't receive your email, please get in touch.

Does the ITV Hub keep me logged in?

Yes! We don’t want you having to sign in every time you visit the app, so we will keep you signed in until you sign out.

If you ever want to sign out, simply go to the settings menu at the top of the screen and select Sign Out.