topic Re: Apps missing after factory reset in Streaming

Apps missing after factory reset

Grandalf1975 — Mon, 25 Sep 2023 07:10:57 GMT

Hi, I have 2 Chromecast With Google TV devices. One is 4k, the other is standard. I was having a lot issues with the 4k version constantly dropping the WiFi connection ("signal strength: excellent" every time I check it) and resorted to a factory reset. On performing the factory reset I was left with only 2 apps (You Tube and Netflix). I started reinstalling the apps that I had but (here's my main issue) ITVX isn't found in the search. The main reason that I bought the device in the first place was because my smart TV stopped supporting its predecessor (ITV Hub). I'm in the UK and I use ITVX a lot.

I now have the non-4k version plugged in to my 4k TV just to be able to use ITVX. I need 2 working devices, that's why I have 2.

Additional info: If I search for the ITVX app on the non-4k device, it doesn't find it EVEN THOUGH IT'S INSTALLED and it's on the list of "Apps and Partners" here:

https://store.google.com/gb/product/gtv_apps_and_partners?hl=en-GB

Also, I've been using the devices for around 9 months with very few issues. I lost 2 hours fighting with the 4k device yesterday and I'm not a happy camper 😢

Re: Apps missing after factory reset

MattyM1 — Tue, 26 Sep 2023 21:02:44 GMT

I have the same issue with a brand new Chromecast HD with Google TV, no ITV X installed (or able to find to install in the app store). It shows as not supported but per the link and the box, ITV X is listed. Any thoughts?

Re: Apps missing after factory reset

Grandalf1975 — Wed, 27 Sep 2023 06:40:24 GMT

Checking the Chromecast HD (has ITVX installed but can't find it when searching for apps), it was already up to date at midday yesterday, Tuesday 26th September:

Android TV OS version: 12

Security patch level: 1 April 2023

Kernel version: 5.4.210- android 12-9-g4922ac4aca96 #1 Sat Feb 4 09:20:45 UTC 2023

Android TV OS build: STTE.230319.008.R1

Checking the Chromecast 4k (doesn't have ITVX installed and can't find it when searching for apps), it was NOT already up to date but, at 12:30pm yesterday, Tuesday 26th September, is now up to date:

Android TV OS version: 12

Security patch level: 1 July 2023

Kernel version: 4.9.269 #1 Thu Jun 15 11:14:03 UTC 2023

Android TV OS build: STTE.230615.004.10388949

I still can't find ITVX when searching for apps. I have tried searching for:

ITVX

Itvx

ITVx

itvx

itv x

itv

itvhub

itv hub

These all yield slightly different results but none are the ITVX app.

Further info:

In Google Play on the 4k Chromecast With Google TV, if I search for itvx, I get a message on screen saying that "ITVX by ITV PLC isn't available on Google Play on this device"

Re: Apps missing after factory reset

Grandalf1975 — Wed, 27 Sep 2023 06:46:56 GMT

Phew, I thought I was going mad. Can you try contacting ITVX through their website (support.itv.com) and then "Pop your query in a form", please? They're looking into it for me and your info might help them narrow it down (or give it a bit more attention)

Re: Apps missing after factory reset

MattyM1 — Wed, 27 Sep 2023 12:25:21 GMT

Sure, have done and they are looking into it. I think they have somehow turned off support for the platform from the app store, maybe when they last updated it.

Re: Apps missing after factory reset

Grandalf1975 — Wed, 27 Sep 2023 12:28:37 GMT

That's the impression that I got 🙄

Re: Apps missing after factory reset

JustABloke — Fri, 29 Sep 2023 18:59:20 GMT

This is exactly my experience. Had to reset my Chromecast HD after a WiFi hub change seemed to caused issues reconnecting the Chromecast HD. Since then I am unable to find ITVX in the app store, and when I use Google Play on my phone it says it "won't work on your device". I feel that it is something to do with resetting the Chromecast.

Re: Apps missing after factory reset

Grandalf1975 — Fri, 29 Sep 2023 19:04:42 GMT

I've been in touch with ITVX and they tried to fob me off with "Since you're unable to find the app on both Chromecasts, I would advise contacting the manufacturer as they will be able to assist you further with this."

I pushed them to pass it on to their developers and have since had a request for the model numbers for my devices and been thanked for providing them. I think they're working on it...

Re: Apps missing after factory reset

JustABloke — Fri, 29 Sep 2023 19:33:07 GMT

I've sent in a request for help to ITV as well. Hopefully the more of us complaining will get someone looking into it.

Re: Apps missing after factory reset

MattyM1 — Fri, 29 Sep 2023 20:37:18 GMT

Same, also logged with Google to see if they can speak to ITV.

Re: Apps missing after factory reset

Grandalf1975 — Mon, 02 Oct 2023 12:40:20 GMT

I've just checked at lunchtime today and *drumroll* it's there! I needed to check for app updates from settings, then open Google Play, then search for ITVX. Searching for it from the apps tab showed the app but said that it was incompatible...

I don't know who fixed it (ITVX or Google) but it seems to be fixed!

Re: Apps missing after factory reset

MattyM1 — Mon, 02 Oct 2023 14:50:44 GMT

Yes, now showing in the app store and compatible with Chromecast again. Guessing the itv dev team updated.

Re: Apps missing after factory reset

Kimy — Tue, 03 Oct 2023 23:58:17 GMT

Hi everyone,

Thanks for posting here in the Google Nest Community. There’s an ongoing update that will be rolled out in the coming days. It includes patch fixes for most of the recognized bugs. Although this may not be a recognized bug, chances are it could be a bug from the app’s source. Changes applied from the app’s source for a fix may be pending for some until your actual Chromecast device receives its system update. Once you have the update available, make sure to install it. If it's not available yet, give it a few more days. Let us know if you have other concerns.

Thanks,

Kimy

Re: Apps missing after factory reset

JustABloke — Sat, 07 Oct 2023 14:48:46 GMT

ITVX is now back on my Chromecast and working again. What a frustrating couple of weeks!

Re: Apps missing after factory reset

Kimy — Tue, 10 Oct 2023 21:22:53 GMT

Hi JustABloke,

Thanks for sharing. I’m glad that this has been sorted out. I hope everyone gets theirs resolved as well.

Cheers,

Kimy