Troubleshooting Problems With Downloads On A Mobile Or Tablet - BBC

Breadcrumb

• iPlayer help home
• Mobile and tablet issues
• Troubleshooting problems with downloads on a mobile or tablet

search Troubleshooting problems with downloads on a mobile or tablet

Here are some steps to try:

1. Try downloading the programme again It could just be a temporary issue, so try deleting the programme from your download queue and downloading it again.
2. Make sure you have a strong internet connection Downloads will fail if the internet connection cuts out, so make sure you have a strong internet connection. Try disconnecting your device from the internet and reconnecting to see if that helps. If you want to download over your mobile network, you need to toggle this on in the app's settings.
3. Check your phone or tablet's software is up to date Here's how to check for software updates:

   Amazon Fire	Swipe down from the top of the screen > tap Settings > Device Options > System Updates > Check Now
   Android	Go to Settings > Software update
   iOS	Go to Settings > General > Software update

4. Reinstall the BBC iPlayer app Delete the app first and reinstall it from your app store (Apple App Store, Google Play Store, or Amazon Appstore). This will help if any downloaded data becomes corrupt, but please be aware that deleting the app will also remove any programmes you have successfully downloaded. Once the app is reinstalled, try downloading the programme again.

Having problems playing a downloaded programme?

Try these steps to see if they help:

1. Close the app and reopen it
2. Disconnect your mobile or tablet from WiFi or mobile data, or switch it on to Airplane Mode
3. In the UK and able to access the internet? Try deleting the programme and re-downloading it.
4. Outside the UK? You won't be able to delete and re-download the programme, so try connecting to any available WiFi, re-opening the BBC iPlayer app, and then disconnecting from the WiFi again.

Why are my downloads failing?

• Internet connection failing when a programme is downloading When this happens your download should pause and continue once an internet connection has been re-established. But if the download won’t progress try deleting the programme from your queue and downloading it again. Your connection to the internet may fail either from your actual internet connection (your router to the internet) or your WiFi signal could be weak and drop out by being too far from the WiFi router.
• A very slow internet connection If your connection is too slow and it’s taking a very long time to download, it’s possible that the download could fail. Try again when your connection speed improves.

• App crashing If the app is crashing or if you believe the issue is not related to your internet connection, reinstall the app per the instructions above.

• Outside the UK Streaming and downloading programmes is only possible within the UK. You won't be able to download programmes if you're outside of the UK.

Known issues

• Sometimes downloads fail to complete in full on some devices. For steps to try, check the following page: Why are downloads failing on my mobile or tablet?

Still need help?

If the problem you're experiencing isn't listed in the known issues page of the help site, get in touch by clicking Contact Us below. Send us as much information as possible:

• The programme you're trying to download
• Whether this affects only one programme or several
• The make and model of the device you're using (e.g. iPad Pro, Google Pixel 7)
• Your device's operating system version (e.g. iOS 17, Android 14)
• The version of the BBC iPlayer app you're using (you can find this in the app store on your device)
• How you're connected to the internet
• Any error messages or numbers displayed
• The steps you've tried to resolve the issue

Related FAQs

• Why are downloads failing on my mobile or tablet?
• Troubleshooting problems on a mobile or tablet

Need more help?

Contact us

Browse our help categories

Getting Started

About BBC iPlayer and our policies Accessibility Getting started with BBC iPlayer Need more help? Parental controls Signing in Supported devices

Watching iPlayer

Downloading Features Programme availability Recent changes to iPlayer Watching outside the UK

Resolving Issues

Mobile and tablet issues Playback issues Smart TV and games console issues Computer issues

Children's Experience

About the Children's Experience