topic Technical fault in Sky Glass

Technical fault

Waydon1- — Fri, 18 Jul 2025 11:15:49 GMT

'Please wait for your programme to load' TV then turns off and back on again with same message displayed. Internet connection is excellent, tried switching off and back on again. Can anyone advise what to do?

Re: Technical fault

GD1 — Fri, 18 Jul 2025 11:35:40 GMT

@Waydon1- How is your glass tv connecting to your router, what speed is being received at the tv. Are you connecting over wifi or ethernet?

Open netflix on the TV, go to Get Help, run connection test.

What speed is showing here

Re: Technical fault

Waydon1- — Fri, 18 Jul 2025 14:02:21 GMT

Hiya, connected via wifi, connection speed 134.97mbps

Re: Technical fault

GD1 — Fri, 18 Jul 2025 14:35:03 GMT

@Waydon1- Speeds are more then adequate, Is this happening when first turning on your Glass TV or during watching something?

Re: Technical fault

Waydon1- — Fri, 18 Jul 2025 15:49:23 GMT

It seems to have corrected itself now, it had been persistent for 24 hours. Thanks for your help 😊

Re: Technical fault

Andy-H2 — Fri, 18 Jul 2025 17:40:53 GMT

Been happening here too all day, impossible to watch the golf thought this issue would have been sorted after the last outage on Q and switching to Glass grrrr

Re: Technical fault

Waydon1- — Fri, 18 Jul 2025 19:18:31 GMT

It was the golf that I wanted to watch too, really frustrating 😡

Re: Technical fault

Jporch316 — Fri, 18 Jul 2025 20:31:22 GMT

Seems to be happening to a few judging by the handful of posts on the forum today

Re: Technical fault

Fothergill1 — Fri, 18 Jul 2025 20:48:40 GMT

@Jporch316 It happened to me this evening at 9pm when I went to watch a U&Alibi programme from my CW rail. A reboot resolved it as usual.

Re: Technical fault

Jporch316 — Fri, 18 Jul 2025 20:52:19 GMT

@Fothergill1 wrote:
@Jporch316 It happened to me this evening at 9pm when I went to watch a U&Alibi programme from my CW rail. A reboot resolved it as usual.

@Fothergill1 In another thread @Paul+Dray suspects its as a result of a new qs update

Re: Technical fault

Paul+Dray — Fri, 18 Jul 2025 21:43:38 GMT

@Jporch316 wrote:
@Fothergill1 wrote:
@Jporch316 It happened to me this evening at 9pm when I went to watch a U&Alibi programme from my CW rail. A reboot resolved it as usual.
@Fothergill1 In another thread @Paul+Dray suspects its as a result of a new qs update

Yeah though I've got a Stream Puck not Glass. Seemed to start yesterday when my build changed from Build: QS036.019.00P to QS036.021.01P. It seems to have resolved itself now though today. So not sure what happened.

Re: Technical fault

Fothergill1 — Fri, 18 Jul 2025 21:46:49 GMT

@Jporch316 He might be right. A few days ago I was on UI 2.30.0 but I noticed earlier today that I am now of UI 2.50.0 but I don't know when the updated happened.

Re: Technical fault

Fothergill1 — Fri, 18 Jul 2025 21:52:19 GMT

I hadn'tnoticed the Build version has also changed @Paul+Dray but I see I have actually gone backwards. A week ago my puck was on QS036.023.00P and today I see I am on QS036.021.01P

Re: Technical fault

Paul+Dray — Fri, 18 Jul 2025 22:25:41 GMT

@Fothergill1 wrote:
I hadn'tnoticed the Build version has also changed @Paul+Dray but I see I have actually gone backwards. A week ago my puck was on QS036.023.00P and today I see I am on QS036.021.01P

Yeah I went back a few weeks ago to a lower number build. Not sure the reasons for going backwards as I didn't have any problems.

Re: Technical fault

Mike399 — Fri, 15 Aug 2025 17:47:37 GMT

Where do you find UI number?

Re: Technical fault

Paul+Dray — Fri, 15 Aug 2025 23:58:29 GMT

@Mike399 wrote:
Where do you find UI number?

Settings | System management | System info

UI version is the 6th row down in the details.

Re: Technical fault

Mike399 — Sat, 16 Aug 2025 10:20:20 GMT

Got it cheers.

Re: Technical fault

Nickynoodles40 — Mon, 15 Sep 2025 19:08:28 GMT

Still can't get any tv

Re: Technical fault

Mw681 — Sun, 07 Dec 2025 19:42:29 GMT

I have had this fault many times and now got subtitles appearing in the middle of the screen without activating them ,freezing programs , programs that keep repeating the last 5 seconds over and over and was told it's my internet that's at fault . So as I'm told the broadband controls the subtitles on my tv and controls the software faults can sky please get together with them and discuss sorting their own software upgrades and allow me to control my own tv with my own remote without needing help from the broadband provider thanks