LG C3 loses signal when playing specific shows from Prime

[EnterDisplayName]

I got a puck around 6 months ago with sky stream.  Give or take some mild glitches everything has been working fine.  Then in the prime sale I managed to pick up a LG C3 and the interactions seem to be weird. Initially the Apple TV app wouldn't stream - but switching the sky puck to HDMI 1 seems to have fixed that. However, last night I tried streaming "Wheel of Time" from the prime app - screen went to black and then after a short delay the LG gave an error that it couldn't receive a signal.

The puck light was on - but the device was unresponisive. Turned it off and on again - on retrying the same problem.  Tried "Harlen Coben's Shelter" which I'd been watching a few nights previous - and everything was fine.  Back to "Wheel of time" and back to no signal again.

Added the prime app on the main tv - it took a while to buffer - but I was able to watch it just fine there. 

Is there any way to get diagnostics or a log file?  It's next to impossible to debug these kinds of issues without a valid error message. 

[TimmyBGood]

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@EnterDisplayName wrote:

Is there any way to get diagnostics or a log file?  It's next to impossible to debug these kinds of issues without a valid error message. 

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No: while Sky might see such things server-side, there's no visibility to users, and frankly they are very unlikely to be helpful anyway 

[EnterDisplayName]

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No: while Sky might see such things server-side, there's no visibility to users, and frankly they are very unlikely to be helpful anyway 

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Agree to disagree there.  Without errors you're reduced to trial and error randomly changing things.

I guess I can just wholesale shift away from using the puck, seems a shame to do that though as they have nicely integrated it all.

[bydandie]

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@EnterDisplayName wrote:

I got a puck around 6 months ago with sky stream.  Give or take some mild glitches everything has been working fine.  Then in the prime sale I managed to pick up a LG C3 and the interactions seem to be weird. Initially the Apple TV app wouldn't stream - but switching the sky puck to HDMI 1 seems to have fixed that. However, last night I tried streaming "Wheel of Time" from the prime app - screen went to black and then after a short delay the LG gave an error that it couldn't receive a signal.

The puck light was on - but the device was unresponisive. Turned it off and on again - on retrying the same problem.  Tried "Harlen Coben's Shelter" which I'd been watching a few nights previous - and everything was fine.  Back to "Wheel of time" and back to no signal again.

Added the prime app on the main tv - it took a while to buffer - but I was able to watch it just fine there. 

Is there any way to get diagnostics or a log file?  It's next to impossible to debug these kinds of issues without a valid error message. 

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Log a complaint, then they can access your logs when you speak to them 🙂

[M3rk]

@EnterDisplayName  is Wheel of time and Harlen both a UHD format ?

It sounds like an issue i got with a firestick and an LG C1, the TV wouldn't recognise UHD from the firestick so screen just went blank. Turning on deep colour for the HDMI input for the firestick fixed it.

might be the same issue or similar, worth a look.

[Exiled-in-HH · Accepted solution]

Wheel of Time is available in Dolby Vision.

The LG C3 will support that with no issue.

The Puck might support that but does the HDMI cable support UHD/HDR Dolby Vision. If you had an Apple TV 4K box you could run a cable check.

Sky Puck's are low quality budget devices so do not include such functionality.

Before you give up on the Puck connect it to your TV using a 2.1 certified cable, good ones are available for less than £12 online.

[EnterDisplayName]

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@M3rk wrote:

@EnterDisplayName  is Wheel of time and Harlen both a UHD format ?

It sounds like an issue i got with a firestick and an LG C1, the TV wouldn't recognise UHD from the firestick so screen just went blank. Turning on deep colour for the HDMI input for the firestick fixed it.

might be the same issue or similar, worth a look.

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I couldn't see a difference from the menu - but could well be UHD related I guess. I'll check the deep colour settings later and see.

@Exiled-in-HH I'll order a new cable and try it - can't hurt and as you say cheap option.

[EnterDisplayName]

New cable resolved the issue.  

I did double check, the old cable was the one provided by Sky in the box.  I guess they shipped some old stock!

Thanks @Exiled-in-HH