topic Re: Lip sync issues, black screens, waiting for programme to load in Sky Glass

Lip sync issues, black screens, waiting for programme to load

TeeLL — Sat, 07 Dec 2024 14:07:55 GMT

Over the last few weeks I've noticed a bunch of lip sync issues, especially on UHD channels. Also it appears the UHD channel will 'crash' to a black screen and you'll get some message like waiting for your programme to load. Internet connectivity at the same time seems to work.

Re: Speech out of sync on Sky glass

SACC — Sat, 07 Dec 2024 11:52:09 GMT

I'm also having this issue is there a software update to resolve this issue yet? We shouldn't have to keep restarting hardware 😞

Re: Lip sync issues, black screens, waiting for programme to load

Addie15 — Sun, 08 Dec 2024 08:57:27 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Audio out of sync since new update ARC

Bannyboy639 — Sun, 08 Dec 2024 19:19:57 GMT

Yes I have the same issues with a Sonos arc soundbar very frustrating and a hassle that you either reboot the sky glass tv or switch channels hopefully sky will update again to rid this glitch other than that it's great you can use the remote in Bluetooth again the airplay is also useful to

Re: Lip sync issues, black screens, waiting for programme to load

Addie15 — Tue, 10 Dec 2024 08:58:23 GMT

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: Lip sync issues, black screens, waiting for programme to load

ChrisK4 — Wed, 11 Dec 2024 14:26:08 GMT

"Over the last few weeks I've noticed a bunch of lip sync issues, especially on UHD channels. Also it appears the UHD channel will 'crash' to a black screen and you'll get some message like waiting for your programme to load. Internet connectivity at the same time seems to work".

I've had this problem since I bought Skyglass. Is there an answer?

Re: Lip sync issues, black screens, waiting for programme to load

Mr+Flibbles+86 — Wed, 11 Dec 2024 15:41:44 GMT

Re: Lip sync issues, black screens, waiting for programme to load

Andyccpc1 — Wed, 11 Dec 2024 17:44:49 GMT

I'm having regular Lipsync issues with all 4 of my Sky Stream pucks. I also have the message "Wait for program to reload". It is now such a regular occurrence that it is seriously affecting our Sky Stream experience.

Re: Lip sync issues, black screens, waiting for programme to load

Nat23 — Wed, 11 Dec 2024 17:54:01 GMT

I'm getting lip sync issues a few times. Changed channel and it's fixed. I'm putting it down to bad weather

Re: Lip sync issues, black screens, waiting for programme to load

Andyccpc1 — Wed, 11 Dec 2024 18:09:11 GMT

Thanks Nat23 I've done that but it's still happening.

Re: Lip sync issues, black screens, waiting for programme to load

Nat23 — Wed, 11 Dec 2024 18:13:39 GMT

Your welcome apparently it's a known glitch possibly since they did an update I've seen a few posts about it. Unfortunately doesn't look like there's a proper fix and by the looks of it mine will go back out of sync.

From what I've read it's best to not watch live as recordings are fine. Not a good answer but an answer

Re: Lip sync issues, black screens, waiting for programme to load

ChrisK4 — Wed, 11 Dec 2024 18:42:23 GMT

Does anyone at Sky have a clue?

Re: Lip sync issues, black screens, waiting for programme to load

Andyccpc1 — Wed, 11 Dec 2024 18:44:52 GMT

Sky need to respond urgently - this problem is getting worse and needs resolving.

Re: Lip sync issues, black screens, waiting for programme to load

ChrisK4 — Wed, 11 Dec 2024 18:49:16 GMT

Well said

Re: Lip sync issues, black screens, waiting for programme to load

Artificer26 — Wed, 11 Dec 2024 19:43:36 GMT

I am also getting Lip Sync issues and delays when watching eg BBC iPlayer wth continual waits for the streaming to take place. My Broadband is currently 942Mb Download with 110Mb Upload and I have put in place two TP-Link PA9020P AV2000 Gigabit Powerline Adapters with RJ 45 Cat 5 cables connecting one to my Router and one to the Puck in my lounge to the main TV set. So that should have relieved any delay in transmission.

I am a new user to Sky Streaming and this better be resolved quickly as I believe that Sky are in Breach of Contract to supply usable service.

Re: Lip sync issues, black screens, waiting for programme to load

Artificer26 — Wed, 11 Dec 2024 19:52:44 GMT

The whole point of Sky Stream is not only to watch recordings but watch Live TV and at the moment in my eyes they are in Breach of Contract due to the fact the Service is not as Described, nor is it fit for service, but we are still being charged as if it is. Sky this is not good enough. Needs resolving fully and correctly very soon.

Re: Lip sync issues, black screens, waiting for programme to load

Artificer26 — Wed, 11 Dec 2024 19:56:34 GMT

5 mins since I reset the Streaming Service and now again it is saying there is a technical issue with this programme (Live TV ITV1)

Re: Lip sync issues, black screens, waiting for programme to load

Andyccpc1 — Wed, 11 Dec 2024 20:04:46 GMT

I've also got decent broadband speeds with BT boosters all over the house. In my opinion there is no escaping the fact that Sky has a major Streaming problem which is nothing to do with our various broadband solutions and as mentioned they are in breach of contract.

Re: Lip sync issues, black screens, waiting for programme to load

Artificer26 — Wed, 11 Dec 2024 20:12:02 GMT

Now getting seriously annoyed - this needs addressing and fast it has gone again. Are there any Sky Technicians monitoring these posts?

Re: Lip sync issues, black screens, waiting for programme to load

Artificer26 — Wed, 11 Dec 2024 20:48:07 GMT

Andy - I also have BT Boosters and TP-Link PA-9020P AV2000 Gigabit Pass through Powerline adapters, I have also as seen in a similar post changed the setting on my 2 Pucks from Wi Fi to Off. This reflects that they are connected directly to my Router (BT) but it makes absolutely no difference I still experience buffering and black screens.