topic Re: Black screen once again in Sky Stream

Black screen once again

Super+Anthony — Sun, 24 Nov 2024 14:23:38 GMT

When will Sky sort this out and one of many issues still!

Was watching Sky sports cricket and I got the black screen and then a reboot

It's really rather frustrating and inconvenient.

No doubt we will still get comments that it's the ISP and our network, rather than responsibly coming from Sky / Comcast and more accountability

Re: Black screen once again

Mark39 — Sun, 24 Nov 2024 15:03:04 GMT

Mine doesn't do that, which suggests an issue at your end.

Re: Black screen once again

Super+Anthony — Sun, 24 Nov 2024 15:25:01 GMT

Nonsense @Mark39 and it's an issue with many others. My network and ISP is excellent and has been tested.

Problem on here is we hear from the minority on here who say it's all working fine when it's clearly not and reluctance of Sky / Comcast to accept more responsibility and blaming others

Re: Black screen once again

Mark39 — Sun, 24 Nov 2024 15:29:17 GMT

Odd then. I wonder why the stream incoming to my Puck doesn't have this problem, but the stream to yours apparently does?

Re: Black screen once again

MarkGoldsmith — Sun, 24 Nov 2024 15:30:38 GMT

@Super+Anthony wrote:
Nonsense @Mark39

I actually agree with @Mark39 on this one @Super+Anthony .

You have posted about quite a lot of issues on the forum with your puck over the past few months and whilst some of the problems have been widespread issues that have affected many customers ( like the pixelation on Sky and ITV channels for example), some of the issues you have reported aren't widespread issues that are under investigation. In situations like this it usually means either 2 things, 1) you unfortunately have a faulty puck ( easily tested by phoning Sky, detailing your issues and asking if you can have a replacement puck to prove the fault is with the puck), 2) localised issues down to an individual's setup. This could be ISP related ( as we know historically some of the smaller ISPs have had issues working with the sky streaming platform), router setup or local network setup.

Unfortunately if you aren't even willing to consider that your local setup is perhaps responsible for some of your issues, and trying different things to see if it improves, then you are going to just have to put up with the various issues.

Re: Black screen once again

Ellie_TV — Sun, 24 Nov 2024 15:34:59 GMT

@Super+Anthony

Mine has never done what you describe either.

I agree that the puck isn't perfect but I've never had it crash to a blank screen and reboot in the 18 months I've had the service.

Could there be any form of power issue in your home? Is your puck on for long periods of time every day? Do you have an extension cable with surge protection you could perhaps try?

Re: Black screen once again

Super+Anthony — Sun, 24 Nov 2024 15:41:53 GMT

I have done all this and I have actually had some very productive calls with Sky who have acknowledged there are issues but they can't put a time on it

Stream is great and hence why I am happy to be patient and hope that all will be sorted from Sky

There is nothing wrong on my end and I have had everything tested and swapped cables / pucks etc

The people I talk to continually to be very helpful and courteous on the phone and I can't praise them enough

Re: Black screen once again

mikealanr — Sun, 24 Nov 2024 15:43:11 GMT

@Super+Anthony you will find that the superusers are the first to call out an issue with sky (particularly in then closed area of the forum) when we see it on the community. It's frustrating to see posts like this, we try to help people because we want to, not for any for personal gain and to suggest we are some how deniy issues just isn't correct.

As per the others have state I'm not suffering from this issue either and the issue isn't currently widespread on the form, it does suggest there is something which may be local to you.

Also if you want Sky to take more accountability, report the issue to them. As you are well aware given your tenure and level here on the forum, we are fellow subscribers and Sky do not routinely read and engage with posts here.

Hope you get sorted.

MikeAlanR

Re: Black screen once again

Super+Anthony — Sun, 24 Nov 2024 15:47:13 GMT

Thank you @mikealanr

I love stream and particularly Sky, but just would like it all to work smoothly and cause I am neurodivergent, it doesn't help when there are faults, but I am positive and hoping that everything will get sorted eventually. It's a great product

Re: Black screen once again

billybobb — Sun, 24 Nov 2024 16:26:03 GMT

it's interesting to me as i've suffered the same issues, pixelation, random black screens, sound dropouts and restarts - we have 2 pucks and both are suffering, not our ISP - not wifi as one is on ethernet, not latency as ping of 4 and 2g plus FTTP - IMHO it's just flaky at times, reminds me of a printer we used to have - needed a restart every now and again. Frustrating absolutely and as i'm a bit divergent as well i sense where you are with it - am i hopeful it will sort - i'm not convinced the dolby atoms issues that is ongoing makes me think it is what it is - will i ditch it, think so when the time is up and change to the NOW offer - tried this on a friends apple TV and he has had no issues at all for months no pixelation no dropouts zip!

Re: Black screen once again

Super+Anthony — Sun, 24 Nov 2024 16:48:24 GMT

Thanks @billybobb for your support, much appreciated

Re: Black screen once again

Exiled-in-HH — Sun, 24 Nov 2024 18:06:16 GMT

@Super+Anthony wrote:
Nonsense @Mark39 and it's an issue with many others. My network and ISP is excellent and has been tested.

Problem on here is we hear from the minority on here who say it's all working fine when it's clearly not and reluctance of Sky / Comcast to accept more responsibility and blaming others

Rather those that report issues are a minority of those that have Sky Stream ... and those that try to help on the Sky Community are a further minority😉

Most issues are down to specific ISPs and inadequate wifi setups🤔

Re: Black screen once again

billybobb — Sun, 24 Nov 2024 18:09:26 GMT

it's an odd system i have 2 as said both connected differently wifi and ethernet and both have similar issues so you'd assume and ISP issue but next doors same ISP ( youfibre) and similar set up and not half the issues i've had but yet still do get them - for example this afternoon watching scifi mid programme black screen unresponsive went to settings rebooted - then literally dead - had to turn off at mains for ten mins then all ok except youtube and netflix load then immediately boot back to the home screen - i've called sky and similar to super anthony they acknowledged there are known issues but tried to blame it on my ISP - i really like stream but i wish it was just a bit more predictable

Re: Black screen once again

Bluegiraffe — Sun, 24 Nov 2024 18:10:31 GMT

I am one of the others that have recently been suffering from:

1. Black screens and reboots (Sky confirmed this, they can see puck errors from their side)

2. Severe breakup in the image (on all channels)

- Not the broadbacnd (which is with Sky and they checked it)

- Also, connected via Ethernet directly to the puck

This was a recent change (had the puck fro a long time with no issues.

Sky sent me a new puck (service call on Thu and arrived on Sat) - they were very good.

SInce pluggung in the new pucjk have not had any issues - not one so far.

I wonder whether heat could be playing a role here, components do startange things when they get hot, and image decoders like

those used in the puck could be sensitive.

Will see how it goes, and report back - but I will say that these issues are real and affecting a lot of people.

Bluegiraffe

Re: Black screen once again

Exiled-in-HH — Sun, 24 Nov 2024 18:20:47 GMT

@billybobb wrote:
it's an odd system i have 2 as said both connected differently wifi and ethernet and both have similar issues so you'd assume and ISP issue but next doors same ISP ( youfibre) and similar set up and not half the issues i've had but yet still do get them - for example this afternoon watching scifi mid programme black screen unresponsive went to settings rebooted - then literally dead - had to turn off at mains for ten mins then all ok except youtube and netflix load then immediately boot back to the home screen - i've called sky and similar to super anthony they acknowledged there are known issues but tried to blame it on my ISP - i really like stream but i wish it was just a bit more predictable

Do you mean Sky acknowledge your issues and they are related to your ISP?

Re: Black screen once again

billybobb — Sun, 24 Nov 2024 18:28:13 GMT

not exactly - they said that they couldn't see anything obvious acknowledged that the puck has been rebooting said that there some

issies around dolby atmos lip sync and pixellation that will be resolved 'soon' but said my ISP was more than likely to be to blame at present and wanted to transfer me to their broadband team to switch me to sky to help resolve it. I came away feeling that this is how it is, when it works it's good but it isn't sky Q or a fridge - it doesn't just work, it's a small computer built for a price and it is what it is - i have to be pragmatic

i felt fobbed tbh

Re: Black screen once again

Bluegiraffe — Sun, 24 Nov 2024 18:28:46 GMT

When I was having issues I opened Netflix on my laptop and also on my puck.

- Streamed the same content at the same time

- Laptop was fine - puck was breaking up severely (as it was when I was not streaming both)

When I spoke to Sky I think the fact that they are my ISP certainly prevented the old 'it's your ISP' cop out - tested my connection and there are no issues.

Re: Black screen once again

Super+Anthony — Sun, 24 Nov 2024 18:55:38 GMT

Agree with you as well @Bluegiraffe with your earlier message.

Just exited iPlayer and went to Home Screen and again screen froze and the puck rebooted. That's now twice today

It's an issue with the pucks and the system and is not the ISP. My speeds on my WiFi is in excess of 500Mbps and I have had it tested by my broadband and it's nothing to with it

It just needs the work behind the screens by Sky and Comcast to sort out the inside of the puck so it can cope fully with streaming or whatever it is stopping from fully functioning without all the many outstanding issues which have been pointed out by many of us

Re: Black screen once again

Exiled-in-HH — Sun, 24 Nov 2024 22:20:32 GMT

@Bluegiraffe wrote:
When I was having issues I opened Netflix on my laptop and also on my puck.

- Streamed the same content at the same time
- Laptop was fine - puck was breaking up severely (as it was when I was not streaming both)

When I spoke to Sky I think the fact that they are my ISP certainly prevented the old 'it's your ISP' cop out - tested my connection and there are no issues.

Did you check the connection speed to the Sky server using the Netflix Network check on your puck?

Re: Black screen once again

Bluegiraffe — Sun, 24 Nov 2024 23:10:40 GMT

Yes I did - 54Mbps