Your guide to the BBC News iPhone application

Update on 20 August

We are aware of a problem with some of the video clips on story pages. Some of the video is broken. Thanks to those of you who have emailed us about this. We are investigating and hope to fix the problem soon. Sorry for the problems and thank you for your patience.

How do I send feedback to the BBC about the BBC News iPhone app?

If you have a comment or suggestion about the BBC News iPhone app, or a question that isn't covered by these FAQs, please email us at: mobileapps@bbc.co.uk

When you contact us, it's helpful if you tell us which device and model you are using. It's also helpful to know which version of the app you are using. To confirm this, please go to your homescreen and look in Settings. Scroll down and open BBC News. At the bottom of this page you'll see a version number.

Please note that we cannot reply individually to all emails but we do read all of your comments and appreciate your feedback. If you are having difficulties with the app we will try to help you.

If you wish to raise a formal complaint about the BBC News iPhone app, please go to the BBC Complaints homepage at www.bbc.co.uk/complaints/homepage .

Why don't I see any articles in my BBC News iPhone app?

If images and headlines are not appearing on the main screen, refresh the app by pulling down with your finger on the main screen.

If that doesn't work, try re-starting the app. If you are using iOS4 or above, you should completely exit the app by pressing the home key on your device and then double pressing the home key to show the tray. You should then press and hold the BBC News icon to display the minus sign, then press the minus sign to exit the app. Press the home screen to return to the homescreen and then re-open the BBC News app.

If you are still having problems, please email us at: mobileapps@bbc.co.uk

Why isn't the video working in my BBC News iPhone app?

If the video doesn't play, first check you have an active internet connection. You must be online to watch video.

Secondly, try refreshing the app by pulling down with your finger on the app main screen which activates the refresh controls.

Users in the UK can watch the BBC News channel live by selecting the 'Live' button near the top of the main screen. This service is available over 3G and Wi-Fi.

If you are using the UK version of the app while you are outside the UK, please be aware that you will not be able to access all of the video content because of rights issues. If you are based overseas you might like to consider the International version of the BBC News app, which contains Audio and Video content that has been cleared for international use. This version of the app can be downloaded for free from international app stores.

If you are still having problems, please email us at: mobileapps@bbc.co.uk

Can I save video to watch later?

No. Currently, the BBC offers video and audio clips as streams which are only available when your device has a network connection.

Why can't I hear any sound when I play video in the BBC News app on my iPhone 4?

We have had feedback from some people who cannot hear any audio when they play the live BBC News Channel or watch video clips in news stories on their iPhone 4. We have tested the video and the sound is working fine. However, some people may have activated the iPhone 4 mute control which switches off sound. Please check the mute button on the side of the iPhone 4 just above the volume controls and to ensure that it is not switched on.

Why does a white screen appear in the BBC News app on my iPhone and what can I do to prevent it from appearing?

Some early users of the app were seeing a blank white screen appear in the BBC iPhone app. This can happen when devices are low on memory and all you need to do is restart your iPhone to resolve this.

Please ensure you have downloaded the latest version of the app from the Apple app store.

Will the BBC add new features to the BBC News iPhone app?

Yes. The BBC will add new features to the app. These new features will be available as updates through the Apple App Store.

How can I personalise the BBC News iPhone app?

You can access the personalisation features by tapping the Edit button in the top right of the main screen. In the personalisation view you can add and remove BBC News sections by tapping on the + and - icons.

You can also re-order the News categories in Edit mode by tapping and holding on the three-bar icon to the right-hand-side of the category title and dragging the section up or down.

When you have completed personalising the app, tap the 'Done' button to save your changes.

How do I refresh the stories in the app?

You can refresh the stories in the app by pulling down and releasing the app main screen. You can do this by pressing and holding on the main screen and dragging the screen down with your finger and releasing it. You will see a loading icon appear on the screen while the app is refreshing.

You can also refresh an individual story in the app by pressing the story refresh icon at the bottom of the screen.

How can I use the BBC News iPhone app when not connected to the internet?

The app will automatically save stories on the device for reading when you don't have a network connection.

The BBC streams video and audio clips to the device so they won't be available when you don't have a network connection.

UK users: Do I need a TV Licence to watch Live TV on my Mobile?

UK users need to be covered by a TV licence to watch 'live' TV on your mobile. A 'live' TV programme is a programme, which is watched or recorded at the same time (or virtually the same time) as it is being broadcast or otherwise distributed to members of the public. As a general rule, if a person is watching a programme on a computer or other device at the same time as it is being shown on TV then the programme is 'live'. This is sometimes known as simulcasting.

You do not need a TV licence if you only use BBC iPlayer to watch television programmes which are not 'live'.

UK users: What will happen if I don't have a TV licence?

It is a criminal offence for users in the UK to watch 'live' television without a TV licence or to possess or control a device which you know or reasonably believe will be used to watch 'live' TV without a TV licence. You could be prosecuted and fined up to £1000 (plus be ordered to pay legal costs) for these offences.

UK users: Where can I buy a TV licence or get more details?

To buy a TV licence or to obtain further information about licensing requirements call TV Licensing on 0870 241 5590 or visit www.tvlicensing.co.uk.link

How do I change the font size on a story?

Use the font size controls represented by the small '-A' and large 'A+' symbols at the bottom of the story page to adjust the text to your preferred size.

Some people have commented that the largest font size is still too small - we are looking at this.

How do I share stories?

Tap on the share symbol in the bottom left hand corner of the story page to access the 'send to a friend' features. This gives you the option to post the story to Facebook or Twitter, or send a link to a friend via email.

How can I find the Settings menu for the app?

Go to the home screen of your iPhone and tap the Settings icon. Then scroll down the Settings screen and tap on the BBC News entry to access the BBC News iPhone app Settings menu.

Currently you can change font size, how frequently the news ticker updates, and your statistics settings.

This is also where you can check which version of the app you are using. If you wish to contract us concerning problems with the app it is useful if you tell us which version number you are using.

How do I opt out of statistics collection?

We collect statistical data about how the application is used to help us learn what works and what's most useful to you.

The more data we can gather, the better we know what people want from applications like this. All data is collected anonymously (e.g. we won't know what pages a specific person visits, or their location, but we will be able to see general trends about which pages and areas are more popular). Naturally, if you'd prefer us not to collect this data, we won't.

To opt out of statistics collection, go to the iPhone home screen and tap the Settings icon. Then scroll down the Settings screen and tap on the BBC News app entry.

In the Settings menu set the 'Share Usage Statistics with the BBC' option to 'OFF'. Tap the 'Settings' back arrow to return to the Settings screen and save the changes.

The BBC will only use usage statistics information to analyse and improve the services offered through this app. For more information, tap on the Privacy Policy button at the bottom of the homescreen.



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