If ITV Hub is not working, look for the ITVX app: ITV’s current service and troubleshooting guides use the ITVX name. Start by fully closing the app, unplugging your TV or streaming device for 30 seconds, and restarting your router. Then test a live channel and an on-demand programme; the difference helps identify whether the problem is the device, browser, connection, account or a particular video.
Try these ITVX fixes first
- Close ITVX completely, not just by returning to the device’s home screen. Reopen it and try a different programme.
- Power-cycle the device. Turn off the TV, stick, console, phone or set-top box and, where possible, unplug it from mains power for 30–60 seconds. Reconnect it and open ITVX.
- Restart the router. Unplug it for at least 30 seconds, reconnect it and wait for the connection to stabilise. If other apps and websites are failing as well, investigate the internet connection before reinstalling ITVX.
- Install available updates for ITVX and the device’s operating system or firmware.
- Reset ITVX or clear its cache using the device-specific steps below. If that does not help, reinstall the app from the official app store.
- Turn off VPNs and ad blockers temporarily, then retry. Test ITVX on another supported device if the fault persists.
Resetting, clearing storage or reinstalling may sign you out, so make sure you can access your ITVX account details first. ITV’s connected-device troubleshooting guide recommends app and device troubleshooting; its ITV-1X-1003 instructions specifically say to switch the device off at the wall or unplug it for 30 seconds. A remote’s power button may only put a device into standby. A factory reset is not necessary for that error.
Work out whether ITVX, your device or your connection is at fault
There is no definitive real-time status dashboard identified in ITV’s support information here, so do not assume ITVX is down based on one failed playback attempt. Compare results across devices, programmes and connections instead.
- ITVX fails on several devices: Check whether the devices use the same Wi-Fi, whether you are signed in, and whether a VPN, proxy or location-masking setting is active. A service-side fault is also possible.
- Only one TV or stick fails: Focus on its ITVX app, firmware, cache and compatibility.
- Only a browser fails: Check protected-content permissions, browser updates, extensions and ad blocking.
- Other streaming services fail too: Check Wi-Fi, broadband and the router.
- Only live TV, on-demand, or one programme fails: Test each category separately. A single programme or live stream failing does not establish that all of ITVX is unavailable.
- Switching from Wi-Fi to mobile data changes the result: That points towards a connection or network configuration issue. On a TV without mobile data, compare with another device or network if practical.
Try a live ITV channel, an on-demand episode and a different programme. This separates a broad app problem from a content-specific or live-stream problem. Premium removes adverts from most on-demand viewing, but live TV still includes advertising; it is not a fix for a technical playback error. See ITV’s ITVX Premium information.
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Fix ITVX on a smart TV, streaming stick or connected device
Reset the ITVX app
- Open ITVX and go to Settings > About > Reset.
- Confirm the reset, then sign in again when ITVX relaunches.
Menu names can differ by device. On some Fire TV and Android TV devices, use the device’s main settings instead: open Settings > Applications or Manage Installed Applications > ITVX, then select Clear Cache. If needed, select Clear Data, reopen ITVX and sign in again.
Update or reinstall
Check for ITVX and device-software updates. If resetting does not help, delete ITVX and download it again from the device’s official app store. A reinstall will not make an unsupported device compatible, so check the device list before repeating app fixes.
For ITV’s current connected-device instructions, see its ITVX smart TV and connected-device guide.
Fix ITVX on an Android phone or tablet
- Force-close ITVX and restart the device.
- Update ITVX through Google Play.
- In ITVX, open the menu and choose Settings > Reset ITVX App, then confirm Reset.
- If the problem remains, go to Settings > Apps > ITVX > Storage & cache > Clear cache.
- If necessary, return to the same screen and choose Clear storage. This removes local app data and signs you out.
- Reinstall ITVX if the app still fails.
ITV lists Android phones and tablets running Android 7.0 or later as supported; check the current device compatibility information for exceptions and updates. The full phone and tablet procedure is in ITV’s mobile troubleshooting guide.
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Fix ITVX on an iPhone or iPad
- Force-close ITVX and restart the device.
- Update ITVX through the App Store.
- Open ITVX and choose Profile > Settings > Reset ITVX > Clear.
- Sign in again. If playback still fails, delete ITVX and reinstall it.
ITV lists iOS 15 or later as supported for iPhone and iPad. Check its supported iOS devices page if you are unsure whether your device qualifies. ITV’s mobile troubleshooting guide gives the reset steps.
Fix ITVX in Chrome, Firefox or Edge
Browser playback may fail when a browser is out of date or blocks DRM (digital rights management), also called protected content or EME. For ITVX error 10-01, ITV identifies outdated browsers and blocked protected content as possible causes.
Chrome on desktop
- Enter
chrome://settings/contentin the address bar. - Find Protected content.
- Enable Allow sites to play protected content, then refresh ITVX.
Firefox
- Open browser settings and find Digital Rights Management (DRM) Content.
- Enable Play DRM-controlled content, then reload ITVX.
Microsoft Edge
- Open Settings > Cookies and site permissions > Protected content IDs.
- Enable the relevant protected-content options, then retry playback.
Mobile browser
- Open browser settings and go to Site settings > Media > Protected content.
- Select
itv.comand choose Clear & reset. - Reload ITVX and allow protected content if prompted.
Browser labels can vary by version. ITV’s error 10-01 guide has its browser-specific advice.
Check ad blockers, VPNs and location settings
ITVX’s free service uses advertising, and ITV says ad-blocking software can prevent videos from loading. A blocker may be a browser extension, privacy or security feature, or DNS-level service.
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- Temporarily disable the blocker for ITVX and refresh the page. Restore it afterward if you prefer.
- Try another supported browser to see whether an extension or browser setting is responsible.
- A private window can be a diagnostic test, but it is not a guaranteed fix; extensions or network-level blocking may still apply.
- Turn off VPN, proxy, Smart DNS or other location-masking services and retry on a normal UK connection.
ITVX is intended for use in the UK; ITV says live and on-demand streaming is unavailable outside the UK, and VPNs can interfere with playback. A VPN is not a recommended way to fix an ITVX error or enable ordinary viewing abroad. See ITV’s guidance on ad blocking and watching while abroad.
Fix a black screen, buffering or freezing
Black or blank screen
- Refresh the browser page, or fully close and reopen the app.
- Power-cycle the playback device for about 60 seconds.
- Check Wi-Fi or mobile data, then test a different programme.
- In a browser, disable ad blockers and check protected-content permissions.
- Update ITVX and the device software; then try another supported device.
If audio plays but the video is black on Android, check whether display features such as Night Light, Bedtime Mode or Eye Comfort Shield are contributing. ITV includes these among possible causes in its blank-screen troubleshooting guide.
Buffering or freezing
Check whether other apps or websites also struggle, then restart the router and let the connection stabilise. Try another ITVX programme and, if possible, another device or connection. If one programme is affected while others play, record its title rather than treating the whole service as broken.
What ITVX error codes mean—and what to try
| Error or symptom | What to investigate | First action |
|---|---|---|
| 10-01 | Browser version or blocked DRM/protected content; ITV identifies these as possible causes. | Update the browser and enable protected content using the steps above. |
| ITV-1X-1003 | ITV provides a device power-cycle fix; do not assume a more specific cause. | Switch the device off at the wall or unplug it for 30 seconds, then retry. |
| ITV-101, ITV-102, ITV-103 or ITV-104 | ITVX has separate support guidance for these codes; do not infer a cause from the number. | Open ITV’s error-code directory and note the device and programme. |
| ITV-1S-3016, ITV-1S-6001 or ITV-1S-6006 | ITVX has separate support guidance; a precise cause should not be guessed. | Use ITV’s error-code directory and record the circumstances. |
| “Something went wrong” | Could involve the app, network, account or service; the message alone does not identify which. | Restart the app and device, test another programme and device, then check the connection. |
ITV’s error-code directory lists individual articles. Include the exact code when seeking help.
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Check whether your device still supports ITVX
If ITVX has disappeared from your TV’s app store, will not update or reports that the device is unavailable, check compatibility before repeating cache fixes. ITV’s current list includes these platforms, with model and software exceptions:
- Amazon Fire tablets, Fire TV Cube, Fire TV Stick and Fire TVs.
- Android TV; some models are excluded.
- Android phones and tablets running Android 7.0 or later.
- Apple TV running tvOS 18 or later; iPhone and iPad running iOS 15 or later.
- Google TV devices, including Chromecast with Google TV and NVIDIA Shield.
- Freely; Freesat and Freeview Play, with some models excluded.
- LG Smart TVs from 2016 onward.
- PlayStation 4 and PlayStation 5; Xbox One, Xbox Series X and Xbox Series S.
- Roku; Samsung Smart TVs from 2017 onward. ITV notes more limited functionality on 2016 Samsung models.
- Sky Q, Sky Glass and Sky Stream; Virgin Media 360, Stream and TiVo; YouView devices.
Roku and NOW firmware requirements are especially date-sensitive. ITV’s compatibility page refers to a requirement for Roku and NOW sticks or boxes to have firmware v15.1 by October 1, while its platform table separately lists v11.5.0. Because the page presents both figures and the applicable update requirement can change, check ITV’s latest notice for your exact device rather than relying on either number alone. See the ITVX supported TV and streaming platform list.
If the built-in TV app is no longer supported but the television still works, an external streamer that ITV currently lists may be a practical alternative. Check compatibility and firmware before buying; a new device will not fix an ITVX outage or a household network fault.
Resolve TV sign-in, pairing or missing Premium
Pair a TV with your account
Use the sign-in method shown by ITVX on the TV: scan its QR code with a phone or tablet, or open itv.com/pair on another device and enter the on-screen code. Be cautious with QR-code reader apps: ITV warns that some may redirect to unaffiliated pages. Use ITV’s own sign-in route and do not enter payment details on an unexpected pairing page. See ITV’s instructions for signing in on a TV and signing into an account.
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Premium does not appear on the account
First check that the TV is signed into the same ITVX account used for the subscription. If the subscription was bought through Apple, Google, Amazon or another third party, billing and cancellation arrangements may differ from a subscription bought directly from ITV. ITV’s terms of use describe account and subscription terms. Premium changes viewing benefits; it does not repair an app, device, network or playback fault.
When to contact ITVX
Contact ITVX if the problem continues after you have tested another programme or device, updated the app, and checked the relevant network or browser settings. Give support details that help isolate the fault:
- The exact error message or code.
- Device make and model, operating system or firmware, and whether you use the app or a browser.
- Whether the issue affects live TV, on-demand, one title or all playback.
- The programme title and episode, if relevant.
- Whether other streaming services work on the same connection.
- Which fixes you have already tried and whether ITVX works on another device.
ITV’s customer-service information lists support hours as 9am–10pm, seven days a week; check the current ITV contact information for available contact routes and hours.
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