Still the same sky glass problems with my second Gen 2

[lettice]

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@Jporch316 wrote:

@pete1986andrew 

Sounds like the same issue many users have been experiencing in the the thread below since mid April 

https://helpforum.sky.com/t5/Sky-Glass-Live/Last-few-days-technical-fault-with-channel-disney-plus-e...

@lettice please merge with main thread 

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Done

@pete1986andrew 

Have moved your posting into this similar ongoing thread.

See you may have already, but read this thread and the answered post from Sky on the issue.

Sky are investigating and we as Superusers are keeping them aware of many others having the issue.

[pete1986andrew]

Thank you so much for putting it into the main feed. Means a lot

[Jolly-olly]

Every morning now without fail. I want to call Sky but as they now know it's an issue is it worth it? If I do call I fear that whichever member of Sky staff I speak to will have no idea of the issue and will say the tv is out of warranty and that I am the only one experiencing this. 

[LKJ]

Yes, call them definitly. The more reports they have, hopefully the quicker they will sort it.

[Anonymous]

@Jolly-olly If they do say that to you at least you can tell them you are not the only one with this issue not is it due to a faulty TV or bad internet. People with Gen One and Gen Two sets are getting the error, which means it is a definite software problem. 

[BenJoBanjo]

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@Anonymous wrote:

@Jolly-olly If they do say that to you at least you can tell them you are not the only one with this issue not is it due to a faulty TV or bad internet. People with Gen One and Gen Two sets are getting the error, which means it is a definite software problem. 

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It is perhaps a server issue rather than software. If only some customers are experiencing the problem then it may just be certain servers which are being troublesome.

Unless of course everyone is potentially impacted by this, but not everyone is using their TV for long enough to notice any problem. 

[Jolly-olly]

OK I will be calling after 5pm when I finish work.I will refer this Sky Community forum to say it seems to be widespread. Thanks guys.

[Tim114]

I've had this issue for some time , phoned sky numerous times , one sky representative seems to think it's my broadband, I'm not so sure I'm getting a stable 370mbps I switch on my sky glass and it won't play anything so I'm forced to restart it then when I try and watch any channel the screen will go black sometimes playing an advert in the background sometimes not , I can sometimes switch to another channel and it will be ok other times it still won't play or load anything and Im by forced to restart again . 
of late this has been happening every day . I've restarted my router , factory reset tv you name it I've tried it and nothing I do has stopped the problem. I'm getting a little fed up with it all now . 

[Nickpan]

just out of curiosity, if I wanted to cancel Sky because of this fiasco, what options would I have with the Glass tv - is it useable with a Virgin box for example?  The inputs at the back don't seem comprehensive

[Anonymous]

It's a software fault that Sky say they are aware of. It's happening to quite a few of us recently, whether we own a Gen One or Gen Two Glass. We need to wait for a fix it seems.

It's definitely not an internet issue - you would lose the picture and sound completely if it was. The screen going black with the programme sound still coming through proves it. 

A factory reset does seem to solve the problem better than the normal 'soft' reset procedures but Sky do advise a factory reset should only be done over the phone with them as sometimes it can cause further issues. 

[BenJoBanjo]

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@Nickpan wrote:

just out of curiosity, if I wanted to cancel Sky because of this fiasco, what options would I have with the Glass tv - is it useable with a Virgin box for example?  The inputs at the back don't seem comprehensive

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You can attach any device which outputs via HDMI. Glass has 3 HDMI inputs so you can attach devices such as a Virgin box, Apple TV box, Freeview PVR, Freesat PVR, Firestick, Roku, BluRay player, etc. If you cancel the streaming TV service from Sky you effectively use the Glass TV as a big monitor/soundbar. 

[andrewhorne]

This looks like a fault in firmware affecting coming out of standby when you effectively "turn off" your tv on the remote. Power off and on at thecwall socket will reset this to some extent but not a permanent fix as it will happen again potentially when left in standby mode. Symptoms include audio but no pictures, or just the infamous "Please wait whilst we load.. " message. Please log these issues with Sky to help influence a timely fix.

[pete1986andrew]

That is all the symptoms we are getting as well. Exactly the same hopefully they can find a fix for it. I really hope so

[Mianew2u]

That exactly the same thing that happened to me. In the end 8 got told to factory reset it. And so far it working fine now.

[Anonymous]

My experience is that the factory reset will resolve it for a few days, then the black screen of death appears again!