topic Re: Sky Stream updated - keeps restarting itself in Sky Stream

Sky Stream updated - keeps restarting itself

G+Champion — Wed, 12 Jun 2024 08:30:33 GMT

Hi All.

Have three pucks and all updated yesterday to 1.3 and 027 etc.

Issue is that on start up and within a few minutes screen goes blank on the LG and the puck restarts itself. Seen this on one at the moment, and my missus saw it twice yesterday afternoon on the same puck, whilst She was watching Channel 5 movies no less!.

It would seem that something is failing big time in the background and taking the box down with it.

Im loathed to go through the reset etc as I shouldn't need to just because Sky have updated the boxes?

I've checked all settings (New style boxes) and they look the same, so nothing that I can change in there.

Any ideas, suggestions before I have to endure contacting Sky?

Thanks.

Re: Sky Stream updated - keeps restarting itself

G+Champion — Wed, 12 Jun 2024 08:34:13 GMT

Correction.

Version is 028.

And I justed tried another box downstairs. Switched on, moved around the menu's and into settings, came out, box crashed. Identical to the one upstairs in terms of how and how soon it crashed....

Re: Sky Stream updated - keeps restarting itself

G+Champion — Wed, 12 Jun 2024 08:39:53 GMT

Just to say also.

Once it crashes, the BT remote cannot bring the box back. I tried with the remote right in front of it and it would not respond.

I had to press the button on the bottom of the puck again....

I do hope this is not ongoing again, like the last remote control/puck issue?

So two out of three doing it.... Its not a coincidence. Its the software update... or the update is still in progress?

Either way I'll leave the TV on for a while and see what happens next.

Re: Sky Stream updated - keeps restarting itself

GD1 — Wed, 12 Jun 2024 08:41:35 GMT

@G+Champion 1st thing I would try is going into the settings menu --> systems management --> resets and updates and select restart device.

Re: Sky Stream updated - keeps restarting itself

G+Champion — Wed, 12 Jun 2024 10:55:41 GMT

Thanks GD1.

I have since restarted all three via the user interface, and they took a good while to come back up again with the Sky logo.

I've left one TV on, and its continued ok on a live TV channel, ITV 1.

The other two I'll leave off to eventually sleep, and then bring those back up later on to see what happens.

Thanks.

Re: Sky Stream updated - keeps restarting itself

G+Champion — Wed, 12 Jun 2024 16:58:25 GMT

Nope, still doing it, after going to sleep on the LAN and waking up the boxes (two so far) drop back to off from live TV after about a minute or so.

Box goes off, then can't wake up for a while, at which point it comes back on. I've put it back to live TV ITV 1 and left it on.

Either way thats two that are doing it, so seems no coincidence to me.

Re: Sky Stream updated - keeps restarting itself

G+Champion — Wed, 12 Jun 2024 18:37:37 GMT

So went up stairs and switched on TV and Sky Stream, ran for about a minute, then rebooted itself, just like the one downstairs did.

Its running now, until it is switched off and goes back to sleep.

This is not right, so i'll be taking this up with Sky as soon as poss.

I'm surprised others aren't having the issue?

I'm reluctant to reset them at the moment.

Re: Sky Stream updated - keeps restarting itself

Jporch316 — Wed, 12 Jun 2024 19:46:37 GMT

@G+Champion

Are you able to switch them to WiFi and see if the issue persists

Re: Sky Stream updated - keeps restarting itself

G+Champion — Thu, 13 Jun 2024 09:03:01 GMT

Hi There.

Yes, I can switch over to wifi from LAN.

I'll try it on one of them over the next few days, and see if the issue persists.

Thanks.

Re: Sky Stream updated - keeps restarting itself

G+Champion — Thu, 13 Jun 2024 09:08:00 GMT

Surprise.

Just switched the one downstairs on, up came the puck and TV as normal.

Just over a minute in on ITV1, picture gone, sound follows a few seconds later, box shut down.

Consistent from the puck being asleep over night.

Will wait for the same puck to go to sleep (No ping response) and try again to reproduce.

Re: Sky Stream updated - keeps restarting itself

G+Champion — Fri, 14 Jun 2024 09:13:43 GMT

Ok so did a reset of the dining room puck last night, tried starting it again this morning and again after a minute of TV picture goes off, sound then goes a few seconds later, and the box is off, no picture, no response from BT remote.

Its getting a bit stressful now, as they (All 3) were ok before they were updated a few days ago.

I will try using wifi as suggested, but I have to wait for the box to go to sleep on the network first.

Really isnt good this.

Re: Sky Stream updated - keeps restarting itself

Padam_Padam — Fri, 14 Jun 2024 09:27:42 GMT

@G+Champion wrote:
Ok so did a reset of the dining room puck last night, tried starting it again this morning and again after a minute of TV picture goes off, sound then goes a few seconds later, and the box is off, no picture, no response from BT remote.

Its getting a bit stressful now, as they (All 3) were ok before they were updated a few days ago.

I will try using wifi as suggested, but I have to wait for the box to go to sleep on the network first.

Really isnt good this.

I agree, it really isn't good.

There's a lengthy and still unresolved thread about Bluetooth not waking some pucks from standby on this thread:

https://helpforum.sky.com/t5/Sky-Stream/Sky-Stream-Bluetooth-won-t-turn-on-my-pucks-voice-control-works-via-Bluetooth/td-p/4563437

Re: Sky Stream updated - keeps restarting itself

G+Champion — Fri, 14 Jun 2024 12:07:54 GMT

Further details:

Dining Room and Living Room puck both looked like they did some sort of updates again, flashing white light and then Sky logo. Now need to wait for them to disconnect and sleep. There is no turn on control via BT remote when this happens. It has to be done via the button on the bottom.

Bedroom puck looks identical to versions etc, but doesn't exhit the issues. Just turned it on from overnight and it seems to stay up and running.

I'm guessing the other two have some sort of failed update that is being retried maybe?

Re: Sky Stream updated - keeps restarting itself

G+Champion — Tue, 18 Jun 2024 15:44:07 GMT

An update.

After some investigation I found that some old automation settings were causingf the power off issues.

Using Nodered I was sending wake on LAN packets to the Sky Stream boxes, to wake them when a TV switched on. This was central to the issue of the boxes shutting down.

I have since reduced the WOL packets sent to one and the issue has gone away.

It wasn't the Sky Stream Boxes, although something changed in the updates to cuase the failures.

I've now set CEC to control the TV at start up along with nodered and Home Assistant to automate things further.

Re: Sky Stream updated - keeps restarting itself

scoopzuk — Sat, 22 Jun 2024 11:26:40 GMT

This is interesting.

I've been plagued with six pucks that won't power back on via Bluetooth remote command once they are in standby. Only IR line of sight from the remote will bring them back on. I've been using my home server and Wake On LAN packets to keep the boxes alive and prevent them going to standby. This has worked perfectly for five months but since OS1.3 all my boxes power down or reboot after about one minute.

Found this thread and it seems like you had similar and narrowed it down to WOL packets rebooting the pucks. Problem is, I can't get the pucks back awake from standby without using WOL packets. Pucks all hidden behind TVs so impossible to do line of sight IR command to wake them.

Re: Sky Stream updated - keeps restarting itself

Chrisee — Sat, 22 Jun 2024 11:32:24 GMT

@scoopzuk does the Home command wake the units?

Re: Sky Stream updated - keeps restarting itself

G+Champion — Sat, 22 Jun 2024 13:50:32 GMT

I don't know, will try, but have to wait for the thing to go to sleep.

Update:

No amount of pressing the remote power toggle button turns it on in a timely manner. Sometimes you have to wait a minute, and of course becuase its a toggle you then end up turning it off. This is consistent if its left over night.

CEC is on both puck and TV, so it should wake up and switch on the TV, which it doesn't do.

Since the last update its been awful for this puck, plus this one I did reset and end up putting in all the apps passwords yet again etc.

Getting fed up as I just want to press the button and see it come on in a reasonable time frame.

Its connected via Ethernet to a BT fibre 900Mbit circuit.

Re: Sky Stream updated - keeps restarting itself

G+Champion — Sat, 22 Jun 2024 13:52:32 GMT

I should say also that the WOL packets will crash the box exactly a minute in if they are used.

I can reproduce this using Nodered / Home assistant. The WOL packets did wake up the boxes before the update, now all that happens is they crash them! A WOL packet really should crash a networked device.

Re: Sky Stream updated - keeps restarting itself

scoopzuk — Sat, 22 Jun 2024 18:11:17 GMT

Confirmed. If a WOL packet is sent to a puck it should be ignored if the puck is already awake but it actually crashes and reboots the puck. This is only since OS 1.3 auto update. I have this issue on six pucks which all worked as expected with WOL packets pre-1.3 update. Sadly it has now made all my pucks unusable as they are hidden and all won't wake via Bluetooth.

Regarding the power button toggling on off and not knowing if it's still booting, I use the HOME button on the remote to avoid this unknown state scenario. It has same effect as power on but won't ever power off the puck.

Looks like Sky techs need to push an update to roll box WOL behaviour.

Re: Sky Stream updated - keeps restarting itself

G+Champion — Sun, 23 Jun 2024 10:38:37 GMT

Agreed, and I've also mentioned this in other threads on here. I note that users are starting to say that the remote isnt working etc..

There really has been a cockup here of epic proportions, if they have undone a change made before to fix this behavour.

Fed up is an understatement. Three of them here and all doing the same thing. A WOL packet should not crash the device! I've removed the WOL calls via nodered/home assistant, however I then can't wake the box up via bluetooth....

Sorry if I'm preaching to the converted!!!