We can’t get everything right first time so, like any good Home Alone movie, we’ve got a back-up plan. This article will get you up and running again with our app for Android tablets. If you just want to find out about the app, click here.
How do I update my Android OS?
It’s always a good idea to have a recent version of Android installed, and our app requires version 4.1 or above. On most Android tablets, you can upgrade by going to the Settings app, choosing ‘About Device’ and then ‘Software Update’ (or similar). You’ll then be able to check for an update. Some tablets might require you to create an account or connect to Wi-Fi at this stage.
If your tablet doesn’t have a software update option, you might need to plug it into your computer and update that way. Your device manufacturer will have all the details.
How do I update the TalkTalk TV Store app?
You’ll know there are updates available for apps on your tablet when the Play Store shows available updates in the ‘My Apps’ section. To check if there’s an update for TalkTalk TV Store, just tap the Play Store icon on your home screen, then choose ‘My Apps’ from the menu. You’ll see a list of everything you can update. If you’ve got auto-update turned on, your app might update itself.
Why is some content I purchased saying ‘Available soon’?
Oops. Sorry to hear this. If your new purchase says ‘Available Soon’, we need to make a change at our end. Don’t worry – simply get in touch with us right away and we’ll fix it for you so you can keep watching.
Why can’t I install the TalkTalk TV Store app from the Store?
It should be really easy to find us, but you won’t be able to download our TalkTalk TV Store app if your device isn’t compatible, so you’ll need to download directly to your tablet rather than from your phone. Some tablets aren’t compatible so you won’t be able to download the app to them.
You’ll also need to make sure your tablet is running Android version 4.1 or higher, which doesn’t support some of the very first Android tablets. Plus, you’ll need the Google Play Store on your device – we can’t support tablets that don’t have this, like the Amazon Kindle Fire.
Why does my tablet say it’s not compatible after I’ve installed the app?
Some tablets don’t support playback of Widevine-protected content, which is necessary to enjoy your videos on the go. Sorry, but while you’ll be able to browse and buy content on the go, you’ll need to watch it on another device.
Why can't I use Chromecast offline with my downloads?
Google Chromecast works by streaming your movie from the internet, whilst using your Android tablet as a remote. It doesn’t stream directly from your device. Because of this, if your Chromecast and iPad aren’t both connected to the internet with the same Wi-Fi connection, they can’t communicate with each other or our servers, so your movie can’t play.
Why can't I use Chromecast once I've downloaded a rental?
When you rent a movie from TalkTalk TV Store, you can either watch it on two devices (like your tablet and your Chromecast), or download it to one device. Because the Chromecast is a different device, which just uses your Android tablet as a remote, once you’ve downloaded a rented movie to your tablet, you can’t watch it using your Chromecast.
Why am I experiencing storage errors with downloads to my Android tablet?
On Android tablets, it's possible to download content to an SD card as well as the internal device storage. This feature means you can download far more movies at once to watch on the go, however it can also result in some errors when there are issues with your storage. Here are the most common errors, and what they mean.
- Cannot change storage while downloading
Whilst you're already downloading content using the app, it's not possible for you to change the storage location.
This is to stop you from downloading half of the movie to one storage location, and another half to a different place. You'll need to cancel any downloads that are currently in progress completely - including any paused or queued downloads, change your storage location and then start downloading again.
- Storage location missing for download
You'll see this error if you attempt to playback previously downloaded content whilst the storage location isn't currently in your tablet. This might be because you're using a different SD card or the SD card you'd usually use isn't mounted. You'll also see this issue if the movie you've downloaded is corrupt.
To fix the problem:
- Check that the SD card you originally downloaded the movie to is inserted into the tablet. If not, replace the SD card with the correct one.
- Try removing the SD card from the tablet and replacing it.
- If you're still having trouble, delete the download from your device and download it again.
- Storage location missing
You'll see this error if you remove your SD card, or it becomes disconnected from your tablet, whilst you're playing back downloaded content. To fix the problem, re-insert the SD card. If the SD card is already inserted, try removing it and then adding it again.
You might also see this error if the download is corrupted, so if you're certain that you're using the right SD card, you might want to delete the downloaded content that's affected and start again.
- Storage removed during download
You'll see this error if you remove your SD card, or it becomes disconnected from your tablet, whilst you're downloading content. To fix the problem, re-insert the SD card. If the SD card is already inserted, try removing it and then adding it again.
You'll then need to start downloading the movie or TV show again.
- Your preferred location is missing. Please re-select.
You'll see this error in the settings menu if you've removed the SD card you'd normally use to download content. You'll need to choose another download location from the list before continuing to download content to your tablet.
Why can’t I watch TalkTalk TV Store on my tablet running Android Lollipop?
Google have switched on an experimental video player for a small number of their Android customers running Android Lollipop on tablets. Unfortunately, the player doesn’t work with many online video streaming services, including TalkTalk TV Store, 4oD and other popular streaming websites.
The good news is that it’s possible to turn off the experimental feature and return to the previous, more reliable player, whilst Google work to fix the issues in the new player – it’s a little bit fiddly, but shouldn’t take more than two or three minutes, and once you’ve fixed the issue, you’ll be able to watch movies on your tablet again straight away.
To resolve the problem, we’ll need to go to a section of your tablet that’s normally hidden called ‘Developer options’. We’d recommend that you don’t change any of the other settings in this section of the tablet.
- Open your settings application.
- Scroll down, and check to see if you’ve got a menu that says ‘Developer options’ already. If you have, you can skip to step six.
- If not, find ‘About tablet’, and give it a tap.
- Scroll to the bottom of the menu and tap on the ‘Build number’ section – you’ll need to keep tapping several times. After the first few taps, your tablet will display a count down.
- Once you’ve tapped seven times, you’ll get a message stating ‘You are now a developer!’ At this stage, you can press the back arrow in the top left corner of the screen.
- Next, you’ll need to locate and tap into the ‘Developer options’ menu. It should be in the System section near the bottom of the menu.
- If you haven’t already, turn on Developer options using the slider.
- You can choose ‘Ok’ when asked to confirm your decision. We’re only going to turn off the experimental video player, so everything else should continue to work as normal. We recommend you don't change anything else.
- Scroll down to the Media section and find the ‘Use NuPlayer (experimental)’ option – it’ll be ticked at the moment, and you should un-tick it.
- Hold down the power button and turn your tablet off, then on again.
You’ll now be able to continue enjoying movies and TV shows on your tablet. Thank you for taking the time to make these changes, and enjoy the show!
Why do downloads sometimes fail during download or playback?
We’re aware of some issues customers might have experiencing with downloading to their Android tablets since our previous update, in which either:
- The movie or TV show download reaches 99% and then stops working
- The movie or TV show appears to download successfully, but fails to playback
- The movie or TV show appears to download successfully, but stops playing back part way
We fixed the issue, so if you update the app to version 3.0.205 released on the 8th June, you'll be back up and running straight away.