topic Re: this is embarrassing freeze message in Sky Stream

this is embarrassing freeze message

Ang10 — Wed, 07 Feb 2024 13:11:29 GMT

My Sky puck keeps freezing. I've been through trouble shooting with Sky 3 times - it has nothing to do with my WiFi. But it keeps switching off with the message

Well this is embarrassing

Something's no t working

4200-DRM-FAILED

Sky have not been able to detect what this issue is. Anyone had this to?

Re: this is embarrassing freeze message

trevforum — Wed, 07 Feb 2024 13:17:22 GMT

@Ang10 wrote:
My Sky puck keeps freezing. I've been through trouble shooting with Sky 3 times - it has nothing to do with my WiFi. But it keeps switching off with the message

Well this is embarrassing
Something's no t working
4200-DRM-FAILED

Sky have not been able to detect what this issue is. Anyone had this to?

Can be caused by a faulty or loose HDMI cable. If possible remove the HDMI lead and and swap the ends around and see if that helps. (make sure the TV and puck are in standby or off before you do this)

Re: this is embarrassing freeze message

Ang10 — Wed, 07 Feb 2024 13:22:11 GMT

Thank you so much. But we've already done this about 6 times. I don't understand what the error message means and Sky don't seem to know either! We'll keep trying. Thanks for your reply and suggestion.

Re: this is embarrassing freeze message

trevforum — Wed, 07 Feb 2024 13:29:47 GMT

@Ang10 wrote:
My Sky puck keeps freezing. I've been through trouble shooting with Sky 3 times - it has nothing to do with my WiFi. But it keeps switching off with the message

Well this is embarrassing
Something's no t working
4200-DRM-FAILED

Sky have not been able to detect what this issue is. Anyone had this to?

I assume they told you to try a different HDMI lead. It could be that the HDMI port on your TV and/or puck is faulty. Try a different HDMI port on your TV and if the error message persists it could you need a new puck.

Re: this is embarrassing freeze message

MarkGoldsmith — Wed, 07 Feb 2024 13:39:02 GMT

@trevforum wrote:
@Ang10 wrote:
My Sky puck keeps freezing. I've been through trouble shooting with Sky 3 times - it has nothing to do with my WiFi. But it keeps switching off with the message

Well this is embarrassing
Something's no t working
4200-DRM-FAILED

Sky have not been able to detect what this issue is. Anyone had this to?
I assume they told you to try a different HDMI lead. It could be that the HDMI port on your TV and/or puck is faulty. Try a different HDMI port on your TV and if the error message persists it could you need a new puck.

Could also do a test on another TV, if you have one, as well just to help eliminate it being an issue with the TV.

Re: this is embarrassing freeze message

Ang10 — Wed, 07 Feb 2024 13:51:22 GMT

Thank you. I don't have another TV but they didn't suggest changing the HDMI so I'll give that a go!

Re: this is embarrassing freeze message

Hx — Mon, 27 May 2024 13:27:17 GMT

Hi did you get to the bottom of this as mine is exactly the same and I've tried everything and still no joy! Thanks x

Re: this is embarrassing freeze message

Ang10 — Mon, 27 May 2024 13:45:15 GMT

Nope, still freezes every now and then. Frustrating when you're in the middle of watching a programme. Changed the HDMI cable but it made no difference. Sky can't help - they don't know what the issue is. There seems to be no solution.

I finally bought a new TV hoping that would help. But new issue is that I can't get the Sky remote to sound control on the TV. Despite dozens and dozens of attempts to pair. Apparently Sky don't support a 3 month brand new TV and told to just use 2 remotes. I wish I had an alternative to Sky.

Anyone any thoughts?

Re: this is embarrassing freeze message

Hx — Mon, 27 May 2024 16:45:18 GMT

Same here, sky can't see the issue I've tried resetting the apps etc but nothing is working, got perfect internet etc but no apps I'm watching them on my phone🙄 all the money sky charge and it's constantly playing up.

Re: this is embarrassing freeze message

Nigel80 — Sat, 29 Jun 2024 23:13:14 GMT

Im getting this message / error message when I rewind on certain Apps.
I have no idea why anyone can say this is a HDMI issue. I currently have 4 Puks in my house & they all have the same issues.
I suspect that there is coding issues with the way Sky & other Apps interact.

Re: this is embarrassing freeze message

Mal34 — Fri, 22 Aug 2025 22:01:59 GMT

I have the same issue. It has to be with sky as I can stream from phone to tv works fine. Apps paramount and 4 don't work through sky on my tv...

sky need to sort themselves out..

Re: this is embarrassing freeze message

Nigelb1972 — Sat, 23 Aug 2025 10:10:23 GMT

@Mal34 it's a DRM error meaning there's an issue somewhere with an HDMI connection. It could either be the HDMI port on your puck, the HDMI port on your TV or it could be an issue with your HDMI cable.

A DMR error is caused by the HDMI Digital Rights Management (copy protection) authentication failure. It the pucks sends out a DRM signal (key) to handshake with the display screen. If the display screen can't receive this key, authentication will fail resulting in an error message.