MAYBE SOLVED - ITV Hub log in problem on Humax FVP 5000T

Discussion in 'Digital TV & Video Players & Recorders' started by A1944, Sep 16, 2018.

  1. A1944

    A1944
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    I have a Humax FVP 5000T Freeview PVR, which has ITV Hub as one of its Apps. I have used it previously, but not for a few months.

    Now, when I try to use it, it fails to login with my correct credentials, giving me an error message which just says that there is "something wrong" with ITV Hub without going into any detail and advises contacting their email address which I have done.

    I have confirmed that my Internet connection on the PVR is OK by checking the operation of BBC iPlayer which is working correctly. I have successfully accessed ITV Hub on my laptop using the same credentials and I have carefully re-entered them into the PVR without success. I also tried changing the password via the laptop and entering that on the PVR.

    I carried out an email verification process with ITV Hub using the laptop this morning.

    I have raised a query on the myHumax forum but as yet have had no replies.

    While I await advice from ITV Hub or the other forum can anyone here come up with any ideas?
     
    Last edited: Sep 16, 2018
  2. grahamlthompson

    grahamlthompson
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    Does your password contain any characters that aren't letters or numbers or is excessively long ?
     
  3. A1944

    A1944
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    No, the original one was 6 lower case letters, the new one is 8 lower case letters and 2 numbers.
     
  4. A1944

    A1944
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    Not so much of a problem now, I found that the programme I wanted was repeated and I recorded it . However, for the future, I wouldn't mind discovering the answer.
     
    Last edited: Sep 19, 2018
  5. A1944

    A1944
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    I still have not got a solution.

    I had a reply from ITV and, apparently, when I try to sign in on the hub on the box I should be provided with a 6 digit number, but that is when I get the error message attached here. If I try to sign in manually I get a slightly different "Whoops" message, but just as unhelpful.

    I have passed this info back to ITV and await a reply.
     

    Attached Files:

  6. A1944

    A1944
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    They just suggested switching the box off at the mains and then back on again which had no effect. Square One!
     
  7. A1944

    A1944
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    I had another reply from ITV yesterday. Apparently they are still looking into the problem and asked me to send them a screenshot of the ITV Hub Information page which pops up if you key 0000888 with the PVR remote while on the Hub home page.
     
  8. Aaran 2487

    Aaran 2487
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    Any more news about this itv hub, I’m experiencing exactly the same problem
     
  9. A1944

    A1944
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    Not yet. They are very slow to reply, so I don't expect t hear anything for several more days.

    You could try emailing the address at the bottom of the error message to see if you get any different response to me. Maybe you can include a screenshot of the message in the email.
     
  10. Aaran 2487

    Aaran 2487
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    Ah good news, seems all back and working
     
  11. Mdr161

    Mdr161
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    I have the same problem, even tried setting up a new account, still no success.
    First time I set up I remember entering a pairing code. This does not appear now.
    Checked software updates etc. Reset ITV hub still unable to sign in.
    Has anyone had any luck yet?
     
  12. A1944

    A1944
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    I will recheck when I have a chance and will report back.

    Are you getting the same message that I showed in post 5?
     
  13. Mdr161

    Mdr161
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    Yes, it's that 'whoops' message. It doesn't say the credentials are wrong, it just says try again later. But it's been 3 months like that.
     
  14. A1944

    A1944
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    Just rechecked and no change. Still getting the "Whoops" message (as per post 5) when I try to sign in.

    Edit: I also tried the manual sign in again with no success, as before. Just got a similar looking, but different, "Whoops" message with one button (OK) instead of the three.
     
    Last edited: Oct 13, 2018
  15. spenz09

    spenz09
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    I got a Humax hdr1100s today, updated software and am having exactly the same issue with the same pop up. No problem whatsoever with BBC iPlayer. Emailed Humax and itv awaiting reply
     
  16. spenz09

    spenz09
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    Itv replied with a reset your password link (no issue with password) tried to log in again to take photos for them and straight away was presented with the code to pair my device. All sorted for me now
     
  17. A1944

    A1944
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    Still no change here with the 5000T. The latest I have had from itv, in reply to sending them some technical screen shots they requested, was:

    "We are currently looking into this issue, we don't have a fix that will work just yet. I have passed on this information to our techincal (sic) team to investigate further."
     
  18. jazzman22

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    Hi guys, not sure if it's a fix for everyone, but I found that if I connected my 5000T to my regular tv via hdmi ,I could then get the code number up on screen and enter it on my laptop.
    Once it was accepted, I disconnected the 5000T from the tv and power supply, then hooked it up to my amplifier and projector.
    On opening up ITV hub on my projector screen I found I now had full and constant access.

    Hope this helps.
     
  19. Simcom15

    Simcom15
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    Same problem here.
    I have just purchased a Humax FVP-5000T and am getting the same problem signing into the ITV Hub.
    When trying to access the ITV Hub I am unable to sign in.
    Please see the screen captures below.
    First screen:

    upload_2018-10-24_16-24-54.png

    After selecting Sign In I get the following screen:

    upload_2018-10-24_16-25-39.png

    Selecting ‘Retry’ produces the same ‘Whoops’ screen.

    Selecting ‘Manual Sign-in’ results in me entering my id and password but then the ‘Whoops’ screen appears again.

    The box has been updated to the latest software.
    I have tried powering off / on the box and the router and reset the ITV Hub but the issue remains.

    I have no problem logging on to the ITV Hub on the Samsung Smart TV app so it is definitely an issue with the Humax box.

    I have sent an email to [email protected] detailing the problem and would suggest we all do the same.
    I'll post any reply I receive.
     
    Last edited: Oct 24, 2018
  20. grahamlthompson

    grahamlthompson
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    I reset my password for the iTV Hub using a PC. Just logged in without any problems using my 5000T. Virgin broadband service. I would talk to your internet service provider, it could be some sort of content lock like Virgin provide for kids in the family.
     
  21. Simcom15

    Simcom15
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    I'm actually setting this box up for a friend, I have tried changing her ITV Hub password via her tablet but it made no difference.
    Also, the fact I can sign in to the ITV Hub via her Samsung Smart TV in another room points to the problem being with the Humax 5000T box rather than the broadband service.
    Thanks for your input though.
     
  22. grahamlthompson

    grahamlthompson
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    Are both devices on the same subnet. If one is direct connected and the other Wi-Fi they may not be.
     
  23. Simcom15

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    They are both on Wi-Fi.
     
  24. Simcom15

    Simcom15
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    I decided to email [email protected] as well and have just received this reply.

    Good Afternoon!
    Thank you for contacting ITV Hub.
    Unfortunately we're experiencing an issue with the Sign in screen, where by users can't sign as the message reads "oops something went wrong".
    This has been generally occurring on Humax box's.
    We have been conducting an investigation for this particular issue.
    Our technical team are still under going an investigation to resolve the issue.
    I appreciate you taking the time to read this email and I am sorry for the inconvenience caused by this.
    Many Thanks,

    Viewer Support

    ITV Viewer Support | ITV plc
    Tel: 0344 88 14150 - Option 2 | [email protected]
    Hours of Opening: 09.00 - 20.00 Mon-Fri, 10.00 - 20.00 Sat. Closed on Sundays, Christmas Day, Boxing Day & Easter Monday.
    ITV plc Head Office Tel +44 (0) 20 7157 3000 itv.com
     
  25. Simcom15

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    Have now received a reply from Humax, I will be supplying them with the information requested.

    Hi

    Thank you for contacting Humax.

    I am sorry to hear you are having an issue with your on demand service we are aware of an issue with ITV Hub and accessing its player. ITV are also aware of the issue and are working on the issue regrettably we have no further information at present. In order to help facilitate the resolution of this issue if you could provide the following it will allow us to hopefully resolve the issue quicker.

    The software version and model number can both be found in system information under settings.
    • Software Version =
    • Model Number =
    • Name and Email Address =
    • Do ITV have their permission to contact them directly? Yes/No

    Best Regards,

    Humax Customer Support

    For further help please visit www.humaxdigital.com or www.humaxdirect.co.uk.
    Here you will find:
    FAQ's & Product information
    Live Chat function
     
  26. A1944

    A1944
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    No improvement, but for info, I was thinking about the point about the ISP, made above. I have not asked my ISP (BT) about this, but I have done an experiment.

    I have a phone using O2 4G on which I set up a personal hotspot which creates an SSID with the phone's identity. I then connected both my laptop and the 5000T to that SSID and tried the ITV Hub sign on using the 5000T again and it was exactly the same, both with and without the laptop signed into ITV Hub. So the problem happens with both BT and O2.
     
  27. Simcom15

    Simcom15
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    The person I'm setting the 5000T up for is with Talktalk, so I guess the ISP is not the issue here.
    I have now supplied Humax with the information they requested and will post any further updates as I receive them.
     
  28. A1944

    A1944
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    OK. So three different ISPs then. All very strange. I hope ITV and/or Humax manages to get to the bottom of this. Fortunately, it is no longer a major issue for me as I rarely use ITV Hub, though I fell over this about 6 weeks ago on one of those rare occasions, so would like to see it sorted.
     
    Last edited: Oct 29, 2018
  29. Simcom15

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    Just a quick update from me.
    The person I'm setting the 5000T up for has now upgraded from standard to fibre broadband with a new super router, but the problem with the ITV Hub sign in still remains.
    At least this eliminates any possibility of speed or router being an issue.
     
  30. A1944

    A1944
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    The latest response from ITV reads:

    "Thank you for getting back in touch.
    Our technical team are still looking into this particular issue under the ticket: #53452
    At this moment in time we don't have a estimated time to advise when this will be resolved.
    Here you can see an update on the service status: ITV
    Once the issue is resolved it will be updated here."
     

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