topic Re: Puck problems in Archive

Puck problems

Hicksy99 — Fri, 22 Oct 2021 09:54:43 GMT

The wife is already moaning about Sky Glass. Well the Glass itself is working fine so far but I have the puck for the main TV in the living room which is the problem. Picture drop outs being one of the main issues. I don't think we should be powering off and on the puck several times to get it working.

Anybody else experiencing the same problems?

Re: Puck problems

fhssteel — Fri, 22 Oct 2021 10:04:00 GMT

Hi, I just had a conversation with Sky and they say this is a known issue that they are putting a lot of work into resolving. I am having black screen dropouts too, sometimes for a second or sometimes much longer.

I'm relieved to be honest that it's an issue they know about, rather than my setup/network/equipment, and obviously have to keep working on until resolved or the platform just won't work.

I'm prepared to be patient as an early adopter of new technology I think we have to be, there's no doubt in my mind after their investment in this technology Sky will make this work.

Re: Puck problems

Hicksy99 — Fri, 22 Oct 2021 10:05:41 GMT

Nice one. That said you'd think they would've tested it properly before launch! Here's hoping

Re: Puck problems

Anonymous — Fri, 22 Oct 2021 10:07:28 GMT

Had the same issues since tuesday. Especially on sport, which is basically unwatchable. Glad to hear it's being worked on. I'm refusing to ring sky again after waiting so long for an issue to be looked at the other day, just gonna wait and hope they all get ironed out.

Re: Puck problems

jasensteve — Fri, 22 Oct 2021 11:01:10 GMT

My puck crashes whilst watching Netflix

Re: Puck problems

Hicksy99 — Fri, 22 Oct 2021 11:03:57 GMT

I can't even link Netflix!

Re: Puck problems

nogimmix — Fri, 22 Oct 2021 11:31:07 GMT

My puck goes into it seems a deep sleep which requires taking the power cable out and then back in.

Also, some of the programmes are jerky or lock up when playing live or from catch up, even Succession was a nightmare last night that I couldn't watch it.

I'll be giving Sky a few weeks to either rectify some of these issues or even communicate to us that they are aware.

Re: Puck problems

GD1 — Fri, 22 Oct 2021 11:36:46 GMT

@nogimmix wrote:
My puck goes into it seems a deep sleep which requires taking the power cable out and then back in.

Also, some of the programmes are jerky or lock up when playing live or from catch up, even Succession was a nightmare last night that I couldn't watch it.

I'll be giving Sky a few weeks to either rectify some of these issues or even communicate to us that they are aware.

What setting do you have for the puck? Under setings - start up and standby I have overnoigh power saving set to on, ou could try setting it to off.

Re: Puck problems

nogimmix — Fri, 22 Oct 2021 12:49:21 GMT

@GD1

The settings I have are:

Network Standby Mode - Off

Overnight power saving - On

Sleep Timer - Off

HDMI Control - Off

I have also noticed that if I am not watching anything on the Puck but either on my internal TVs apps or my PS5, after I while my soundbar disconnects and the sound reverts to the TV. It looks like something happens with the Puck as soon as I press the puck's power button, the sound reverts back to the soundbar.

Re: Puck problems

SueTatt — Fri, 22 Oct 2021 21:18:11 GMT

Got Sky Glass today and my Puck keeps skipping back a few seconds and replaying quite a few times, it's like Groundhog Day. I hope they sort it soon or I'm going back to Sky Q

Re: Puck problems

Hicksy99 — Fri, 22 Oct 2021 21:26:30 GMT

I'd be shocked if there aren't going to be several updates pushed out soon. It's as though sky haven't even bothered testing 😂

Re: Puck problems

Annie+UK — Fri, 22 Oct 2021 22:02:16 GMT

@SueTatt wrote:

Got Sky Glass today and my Puck keeps skipping back a few seconds and replaying quite a few times, it's like Groundhog Day. I hope they sort it soon or I'm going back to Sky Q

Try rebooting the Puck or forcing a software update (Sky Glass FAQ)

Re: Puck problems

jasensteve — Fri, 22 Oct 2021 22:41:17 GMT

Aswell as the Netflix issue which causes the puck to crash out whilst watching 4K it also changes its picture resolution back to HD from UHD and changes the sound output from DD+ to DD . It seems very unstable. Carried out a system reset but still having the same problems

Re: Puck problems

loontor — Mon, 25 Oct 2021 20:44:29 GMT

OK so after a good 3 days of usage the pro and cons running on Sky Broadband Superfast 4.2 router on its way.

Cons

Picture goes black for 30 seconds every 5-10min
UHD just goes black or freezes and then starts from where it left off in a loop
Picture goes into fasy forward or slo mo for no reason intermitantly
Remote switches on the TV but not the Puck, have to switch that on via the power button on the base
New Sky UI prone to freeze
Does not act as a Wifi repeater/booster like the Sky Mini Boxes

Pros

Much better picture than a Sky Mini Box even in HD
Minmalist look and feel to the whole hardware setup

Re: Puck problems

Annie+UK — Mon, 25 Oct 2021 20:47:37 GMT

@loontor Try resetting your Sky Stream Pucks remote then pairing it again

Re: Puck problems

loontor — Mon, 25 Oct 2021 20:51:51 GMT

Hi thanks for repsonding appreciate it, tried that twice and still same issue unfortunatley

Re: Puck problems

Annie+UK — Mon, 25 Oct 2021 20:53:21 GMT

@loontor Have you tried to do a forced software update?

Re: Puck problems

loontor — Mon, 25 Oct 2021 20:57:39 GMT

I havent, I saw the link you posted on another thread and thats what I will be following when I try the force update tomorrow. Thank you!

Re: Puck problems

Essex+Guy — Mon, 25 Oct 2021 20:58:17 GMT

One thing that has helped me greatly this evening (3 pucks and a glass tv running on Vodafone Gigafast) is to set the pucks to 1080p rather than 2160p. Obviously this isn't a long term solution but while they fix the bugs it should help things run smoother. For now I'll stick to my Apple TV for steaming UHD stuff - to be honest most of what I'm watching on Sky is only 1080p anyway.

Re: Puck problems

jasensteve — Tue, 26 Oct 2021 05:46:32 GMT

My pucks now seem a lot more stable. I can now watch Netflix in 4K without them crashing out