Live TV: There's a technical fault with the channel/Please wait for the programme to load

[Paul+Boland]

Live TV issue has nothing to do with QS017

I and a lot of other customers who are on QS017 do not have any issues when watching Live TV 

? To those thare are affected by Live TV issue is your broadband with Sky if yes then that's the cause of the issue and not Sky Glass/Stream Software version

[Citrax]

@Paul+Boland Could you please explain to me why the puck works perfectly on QS16 but not on QS17 and why Sky are working on a new update to solve the issue and why Sky have rolled back the software from QS17 to QS16.

QS17 yesterday and regular freezing.  QS16 today and the puck works perfectly. 

[Anonymous]

New stream user and new to sky from Monday, getting the technical fault and waiting for you programme to load message and awful lot. Making it unwatchable at the moment

[Citrax]

@Paul+BolandI forgot to say my broadband is with BT.  I'm hard wired into the puck using a good quality shielded cat 8 ethernet cable. 

[Paul+Boland]

@Citrax 

My Sky Glass and Sky Stream Pucks are on QS017 since April 18

I not had at any stage live tv issue that some customers been reporting 

It's a issue that affect some customers depending who their broadband provider is  but not all customers are effected 

I'm based in Republic of Ireland we are not having this live TV issue with Sky Stream Pucks

[Citrax]

@Paul+Boland Sky replaced my puck because it was constantly freezing, literally two or three times an hour.  The replacement is still freezing but only two or three times a day.  When talking to tech support originally we literally tried every conceivable way of setting it up including several hard resets.  I moved the puck away from the TV in case it was some sort of electronic interference, as part of that I also turned off every item that could possibly cause interference. My bt hub was moved closer to shorten the cable, it was tested on Wi-Fi and cable about the only thing that we didn't try was me sticking my fingers in the ports.  

At one point during the playing about I somehow managed to totally confuse the puck and when it restarted (factory reset) it downloaded QS16 the puck worked perfectly for the rest of the day.  Sometime during the evening it crashed completely.  Took several attempts to reboot.  When it finally did I had it constantly crashing again and when I checked the software it was back to QS17.  

With my experience and what you have said I do wonder if there has been some sort of hardware change that's resulting in the issues along with the software.

I think the thing to remember here is that for every person who complains on here about it there are potentially hundreds who have the issue but aren't on here or are just monitoring the thread. When I spoke with tech support yesterday he said they know that there's a software issue affecting many of the pucks.  He also said that they were working on a fix that would be rolled out at some point over the next week.  I suspect that given the people saying QS16 wasn't an issue they have rolled back the software to keep everyone happy until it's sorted and they can roll out the new version.

[Walkabout+syd]

@Paul+Boland Thank you that's interesting  I was having this problem on Qso17 now It's rolled back to Qso 16 and problem now fixed I am on Sky broadband so you could be right.

[Ricken]

How do I check what software update my puck is on please? Sky told me earlier I would not be able to see it? Also, how are some people getting the push back to 1.6 and others are still on 1.7? 

[Tim+Adams]

Hi @Ricken 

You can check your version by pressing Home, then down to Settings and then system management. 

Please note you can't force an update or downgrade and will need to wait for it to happen automatically which won't be long. Updates or downgrades happen over time that's why people can be on different versions.

Thanks,

Tim

[Ricken]

Thank you  @Tim+Adams 

[Mr+OD]

I'm also having the same issue , crashes around 5 times a day .

I've had sky glass for about 3 weeks now but it's every day now.

im on virgin fiber internet speed 381mb/s download and 37.9mb/s upload so it can't be the internet . I was warned by friends about this issue but they're using Wi-Fi , I didn't think it would be an issue if it is hard wired but it still is 

[Addie15]

Update-We are closing this session now after not receiving further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[best+of+the+best]

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@Walkabout+syd wrote:

@Paul+Boland Thank you that's interesting  I was having this problem on Qso17 now It's rolled back to Qso 16 and problem now fixed I am on Sky broadband so you could be right.

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Fair comment @Walkabout+syd he @Paul+Boland could be right about what?

I'm  on Day 3 of Sky Stream QS17 

No Live Tv issues yes Sky is my Broadband provider.

[Walkabout+syd]

@best+of+the+best he @Paul+Boland was maybe right about version Qso17 causing Freezing If you also had Sky broadband. I had Freezing issues when on Qso17 for  over a week then Sky rolled back to Qso16 and problem now fixed been OK for 3 days.

[Walkabout+syd]

@best+of+the+best Problem not fixed great for 3 days now frozen again back to switching puck off again getting tiresome now and fed up with Sky.