topic Re: Puck - Stuttering every morning in Archive

Puck - Stuttering every morning

Essex+Guy — Tue, 26 Oct 2021 06:10:23 GMT

I've only had Glass since Saturday but every morning my puck is unwatchable. After I pull the power cable out and put it back in again it is ok. Does anyone else have this problem?

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Re: Puck - Stuttering every morning

nogimmix — Tue, 26 Oct 2021 06:36:59 GMT

Unfortunately this is a common issue, which hopefully Sky can provide an update for.

My Puck is a nightmare, having to do over 3 resets per day, plus when it's not in use and I am using an internal apps or PS5, the Puck goes into some sort of sleep and impacts my soundbar, making any sound come out of my Sony TV.

I've never had this issue prior to the Sky Puck being set up

Re: Puck - Stuttering every morning

KopPix — Tue, 26 Oct 2021 08:18:11 GMT

My Puck had been fine for several days since set up but is now doing the stuttering so bad it's unwatchable. Power off/factory reset/forced software update resolve it temporarily but as soon as it's been in standby for awhile it reverts to the stuttering when turned on again. Any updates as to when this is going to be fixed as it's hard sell to the wife that we have to power it off and on again every time she wants to watch something!

Re: Puck - Stuttering every morning

Jon+Reeve — Tue, 26 Oct 2021 08:46:45 GMT

Same here really. It's impossible to watch for a length of time with a puck without it being an issue. And when it does work I find I'm sitting there wondering when it will happen again and not enjoying relaxing.

I'm starting to lose patience. I want to see some acknowledgment from Sky that an update is coming to the pucks to settle them down and stop this constant stuttering, be that HD or UHD.

Re: Puck - Stuttering every morning

Anonymous — Tue, 26 Oct 2021 10:02:10 GMT

@Jon+Reeve wrote:
Same here really. It's impossible to watch for a length of time with a puck without it being an issue. And when it does work I find I'm sitting there wondering when it will happen again and not enjoying relaxing.

I'm starting to lose patience. I want to see some acknowledgment from Sky that an update is coming to the pucks to settle them down and stop this constant stuttering, be that HD or UHD.

Watching cricket on it yesterday was actually superp quality, maybe I had a lucky day! I'll try it again now.

Re: Puck - Stuttering every morning

Jon+Reeve — Tue, 26 Oct 2021 10:55:57 GMT

The TV has been flawless but it's not my main viewing screen, the puck is. Sky need to wake up and realise this and understand that the pucks are just as important as the TVs in terms of performance.

I should not have to think that I need to reboot the puck before watching something in UHD to hope for a seamless viewing experience. I've got more than enough bandwidth.

Re: Puck - Stuttering every morning

Anonymous — Tue, 26 Oct 2021 11:49:28 GMT

I must admit, again today, the cricket has been pretty much flawless compared to previous. So hopefully a sign of things to come.

Re: Puck - Stuttering every morning

Jon+Reeve — Wed, 27 Oct 2021 07:50:23 GMT

@Anonymous I took my puck off ethernet where it was maxing out at around 93Mbps and put it on WiFi where it got near 400Mbps to watch the football in UHD last night and it was largely flawless.

Did require a reboot though before the match.

Re: Puck - Stuttering every morning

KopPix — Wed, 27 Oct 2021 08:24:47 GMT

My Puck is still stuttering after every single time it's been in standby. No amount of power downs/factory resets/forced software updates are seemingly making any difference to it reverting to this. Once it's powered off/on it works fine until the next time it's been in standby. Can one of the Oracles please find out if anything is being done about this as I'm guessing I'm not the only one suffering with it. The Glass TV is working fine and I'm very happy with it but going to struggle to justify keeping the whole thing when the Puck (attached to my main Samsung 65inch TV and Sonos surround system) is such an overhead to use.

Re: Puck - Stuttering every morning

nogimmix — Wed, 27 Oct 2021 08:26:21 GMT

I originally ordered 2 Pucks, where I had 1 Puck into my main TV which was forever having issues like the stuttering etc, so I took the 2nd Puck out of the box yesterday and replaced the 1st Puck.

Since I done this I have had no issues at all or need to reboot, so it might be a case that these Puck's that are having issues might actually be faulty.

Re: Puck - Stuttering every morning

Jon+Reeve — Wed, 27 Oct 2021 09:14:03 GMT

@nogimmix Have you been watching live UHD sport on that puck?

Re: Puck - Stuttering every morning

nogimmix — Wed, 27 Oct 2021 09:16:16 GMT

@Jon+Reeve yes mate, watched the Arsenal game last night and was perfect.

Re: Puck - Stuttering every morning

Hargy — Wed, 27 Oct 2021 09:20:52 GMT

I set my Tv and puck up on Monday, had bad stuttering on the puck and reset it etc with no difference, did a reboot on the puck yesterday and for the morning it was fine then started stuttering again. I compared the lag between the TV and the puck with live cricket and it was over 5 seconds!. It then seemed to settle down again later in the afternoon was was almost faultless during the evening.

This morning I have done no resets, but have had Sky News on now for 2 hours with no stuttering at all.

Re: Puck - Stuttering every morning

Jon+Reeve — Wed, 27 Oct 2021 09:23:18 GMT

@nogimmix Hmm. I've accepted the puck stuttering here and there and the occasional resetting needed as expected an update from Sky to cure it in due course but having had the system a week, I wonder if I should call them about it.

Do you have Sky broadband?

Re: Puck - Stuttering every morning

PeterMH — Wed, 27 Oct 2021 09:30:32 GMT

I've also only has Glass a couple of days but suffering bad stuttering from the Puck and, less frequently, on the Glass TV. Can't be bandwidth, which is excellent. Hope Sky can fix it or will have to revert to Sky Q.

Re: Puck - Stuttering every morning

Deedee36 — Wed, 27 Oct 2021 09:36:00 GMT

Same here glass tv working flawless but pucks going into standby at night are a nightmare in the morning requires a complete power of to fix.

Come on sky fix these PUCKING pucks

Re: Puck - Stuttering every morning

Q-tips — Wed, 27 Oct 2021 10:07:18 GMT

@Jon+Reeve wrote:
@Anonymous I took my puck off ethernet where it was maxing out at around 93Mbps and put it on WiFi where it got near 400Mbps to watch the football in UHD last night and it was largely flawless.

Did require a reboot though before the match.

Weird numbers. How fast is your broadband and are you getting ethernet and wifi from the same source?

Re: Puck - Stuttering every morning

Jon+Reeve — Wed, 27 Oct 2021 10:20:04 GMT

I am on 500Mpbs and yes from both. Isn't there some kind of capping on ethernet though? It was built into the house - 5 years old - so I may have out of date cabling.

Re: Puck - Stuttering every morning

GD1 — Wed, 27 Oct 2021 10:27:59 GMT

@Jon+Reeve wrote:
I am on 500Mpbs and yes from both. Isn't there some kind of capping on ethernet though? It was built into the house - 5 years old - so I may have out of date cabling.

Not a cap no, however ethernet ports on the glass devices only support 100 mbps, which would be more than enough even for UHD.

Re: Puck - Stuttering every morning

Jaden826 — Wed, 27 Oct 2021 10:24:36 GMT

@Jon+Reeve Both the Glass and the Puck use 10/100 Ethernet ports so you will only see speeds around the 80-90mbps feeding to them.