ITV Hub - MacBook Pro - sound off after advert break

Hi - sorry, I've only just found this thread.

I have a MacBook Pro (2020) and run Big Sur....and I think the problems started when I installed Big Sur. Before that I could watch ITV Hub no problem...but now I experience exactly the same issues as SallyAskin. I access ITV Hub via Safari > Google and not via an app (why can't I do this Apple???) .

The MacBook Pro works fine with BBCiplayer (access via Safari/ Google) and other catch up media. Also, ITV Hub works fine on my iPhone X both through the app and via the website.

I really think that installing Big Sur started the problems.....

Any more thoughts people?

Thank you so much for those who have tried to find ways around this. The 'mute/unmute' option seems to work for me. At least it means that I can watch the few ITV programs that I want to see.

Seems amazing that Apple cannot recreate this problem and/or find a solution.

Well done everyone.

Good morning

has anyone else tried calling Apple support and advising them of this issue? I’ve reported it 3 times but feel they might take more notice if we all make a complaint. This is the freephone number 0800 107 6285.

Best wishes

Gail

Hi Sally, I was glad, in a way, to see I am not the only one having this issue. All was fine with ITV hub for years, until I updated my OS to Big Sur and ever since then I've had exactly the same problem as you - no sound after the first set of adverts. It must be to do with the updated OS. I am used to having a few teething troubles when I update, but this time there seem to be lots of annoying issues, including trouble with Zoom video/audio, to the point where I needed to uninstall everything and start again, thereby missing a chunk of an important Zoom meeting. I am curious whether you ever heard back from Apple and got a solution to the problem? Apologies if you've already said somewhere else - I am a complete newbie to this forum :-) Thanks!

My MacBook Pro does this all the time since the last two months - refreshing usually works and then “resume” but sometimes it just doesn’t re-load

Hello SallyAskin,

Thank you for posting in Apple Support Communities.

If we are understanding correctly when you begin watching a program using ITV, after the first advertising, there is no sound when going back to the programming. The video is fine, it’s just the sound.

You are on the right track. When something like this is happening in both Safari and Chrome would indicate it most likely is not a problem with the browser. But to be sure, we’d like to know what troubleshooting you have tried so far.

• What is the macOS installed when you go to Apple menu > About This Mac?
• Have you tried deleting the app and reinstalling it yet?
• Are there any other sites you have similar behavior with while using?
• How are you connecting to the internet? Have you tried resetting the modem/router (if applicable)?

Let us know a little more details and we’ll be happy to lend a hand.

Take care!

Hi SallyAskin,

Thank you for getting back to us. You have done a lot of great troubleshooting on your own. 

When you open Safari, click on About Safari, and what does the version show installed? 

We didn’t see where you mentioned if you have tried deleting one of the apps and reinstalling it. Can you try that step with one of the apps and let us know if it makes a difference?

Is there another browser you can download to test ITV?

If it’s still not working as it should be, you will want to reach back out to ITV Support. If it was just Safari, it would work fine on Chrome.

We’ll be here if you need us.

Hi SallyAskin,

No problem, you post here in communities on your own time. Since this isn’t isolated to Safari, you will want to continue to work with ITV Support. Safari and Chrome are separate, and Safari doesn’t start up Chrome as it was suggested. 

Do you have another computer, or know someone with a different OS version installed that you can test this with?

If there is anything we can help with, just let us know. We’ll be here for you.

Again, take care!

Hi SallyAskin,

Thank you for clarifying that for us. We also tried to replicate it but couldn’t. We’d like to recommend speaking with an Apple Support Advisor, they can be reached at Get Support. They will be able to look into this with you further.

Thank you! 

I am having exactly the same problem, ITV Player no sound after adverts, refreshing the page and resuming the program returns the sound.

MacBook Pro (13-inch, 2019, Four Thunderbolt 3 ports) Big Sur 11.1

I have just tried it again after updating the OS to BigSur 11.2 and it all worked okay for the first time. Safari was at 14.0.3. Not sure whether this was just a coincidence or not. Incidentally since the update Safari has locked up my MacBook Pro twice which could only be resolved by powering off.

Hi Sally. I am experiencing exactly the same issue, and it's driving me mad! I watch the first part of a programme on ITV Hub, on Safari (Mac OS Big Sur V11.2.1, on my MacBook Pro). I watch the first part of my chosen programme and first ad break fine; the second part starts with video but no sound! I have to exit full screen; reload the page; and click to 'Resume' - After Every Single Ad Break!!! Aaaagh! Hoping we can get to the bottom of this issue...!

I have this same problem with ITV Hub - with my MacBook Air (Retina, 13-inch, 2020) using MacOS Big Sur version 11.2.3 (20D91) and Safari version 14.0.3 (16610.4.3.1.7), and have also used the (tiresome!) workaround as per paulkcorcoran. Again a fairly new problem so presumably linked to a recent software change. Incidentally I now also have recently had a problem with Channel 4 All4 catchup - I'm unable to get beyond the start screen as I get "Error - A playback error has occurred [no error code shown]. You can find more details on our FAQs" - but none of these cover this problem. Can't find any workaround for this one (Also applies to Firefox.)