Last few days, technical fault with channel, disney plus etc works.

[wsimm]

Its happened again...just not good enough

[thereaduckofdeath]

Yeah, this is just a variation of the the sound sync issue. Gets worse on higher viewership programmes.

And the sync issues on HDMI devices is worse than ever. Have to restart this TV more than once a day now. >.<

[mick2562]

And now version 36 has been rolled out and already the problems are back same as before no picture but has sound and now Netflix won't work, time to consider getting rid of sky had enough been with them 12 years and it's never been so bad

[Gavin+Noble]

@mick2562 I had this issue two weeks ago (screen going black but still getting sound) and a factory reset (done whilst on the phone to Sky at their prompting) seemed to have resolved it. I say seemed to because I had no problems until this morning when it happened again. 

I just noticed my Gen Two has now got the latest update. It is infuriating when paying so much you get these issues happening. In the three years plus of owning a Gen One I only had a WiFi connection issue when I first got (resolved by connecting with ethernet) but this Gen Two is proving more unreliable. That should not be the case. A newer model should be far more stable by definition. 

[lettice]

---

@mick2562 wrote:

And now version 36 has been rolled out and already the problems are back same as before no picture but has sound and now Netflix won't work, time to consider getting rid of sky had enough been with them 12 years and it's never been so bad

---

If you have not done so already.

It's often recommended once you have a new update, to do a restart of your Sky Glass or Sky Stream box.

We reckon it just clears out any old cache from a previous release that may be clitchy for some devices in some way.

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Glass Tv or Sky Stream puck will perform a reboot. It will take a few minutes to complete.

As for this thread 'technical fault' issue, the latest is as per the answered post.

If after a restart you are getting other issues than the 'technical fault' issue that have appeared with QS36, please report them as a separate thread posting.

[Jporch316]

Its very odd ..... I have had a gen 1 for 3 years and now a gen 2 and have never seen the technical errror or had black screens etc. currently on QS036 but had no issues so far.

in that time I've swapped from sky internet to virgin internet

@Gavin+Noble what ISP are you with ?

[Gavin+Noble]

@Jporch316 I'm with Vodafone and it's not an internet error. If it was you'd lose picture and sound. It's only the picture being lost - the sound continues. Then if you exit the sound plays from a different app on the TV entirely even if you haven't used that app that day.

[Jporch316]

@mick2562 

Which ISP are you with ? I'm trying to find if there's a common denominator here ....

[wsimm]

Yep its working again now following switching off internet, Tv etc and rebooting as per sky guide on phone. Not their fault, but the constant blaming on the internet despite them seeing low latency etc and exemplery performance up il last week, the quick speed tests etc. 

i'm pretty sure its going to happen again, but would be happy to be proven wrong. No major issues with glass since purchasing a couple of years ago, now since last Thursday its been horribly unreliable.

[Jporch316]

---

@wsimm wrote:

Yep its working again now following switching off internet, Tv etc and rebooting as per sky guide on phone. Not their fault, but the constant blaming on the internet despite them seeing low latency etc and exemplery performance up il last week, the quick speed tests etc. 

i'm pretty sure its going to happen again, but would be happy to be proven wrong. No major issues with glass since purchasing a couple of years ago, now since last Thursday its been horribly unreliable.

---

@wsimm 

Out of interest which ISP are you with ?

[Gavin+Noble]

@Jporch316 It really doesn't matter which ISP people are with, it's not an internet error. It's a Glass software issue for sure. You can't lose picture and have sound still playing if it's an internet issue. If it was the internet to blame you would lose both. Sky acknowledged this to me on the phone the first time this happened to me after I'd given them my speed figures. They were trying to say it was a latency issue and it wasn't until I asked them to tell me why it would be a latency issue if you only lost picture but not sound that the penny dropped with them. 

[wsimm]

EE/ openreach. Latest wifi 7 router. 1gb

[Jporch316]

---

@Gavin+Noble wrote:

@Jporch316 It really doesn't matter which ISP people are with, it's not an internet error. It's a Glass software issue for sure. You can't lose picture and have sound still playing if it's an internet issue. If it was the internet to blame you would lose both. Sky acknowledged this to me on the phone the first time this happened to me after I'd given them my speed figures. They were trying to say it was a latency issue and it wasn't until I asked them to tell me why it would be a latency issue if you only lost picture but not sound that the penny dropped with them. 

---

It's difficult to pinpoint a software issue when it's only affecting a very small number of users .......

if it was a widespread issue there would be a thread 20 times as long 🤷🏻‍♂️ as I stated I've not encountered this issue on the new update on my gen 2 . 

[thereaduckofdeath]

These TVs are not commonplace. Most people aren't dumb enough, like us, to have bought one.

People generally don't go through the hassle of setting up forum accounts to complain.

So, going from how impossible it is to get rid of these issues, and considering how "dumbed down" the app features are on these TVs, these errors and issues are probably affecting a good portion of users.

I do not know how many times I've factory reset this TV. I do however know that using basic features on the TV will almost always end up triggering the software failures and sync issues.

Friday last week I factory reset the TV and restarted it about nine times. Nine frigging times in one day. Just to be able to watch most of the F1. This is unacceptable. This is borderline fraud. I am seriously fed up with Sky and their nonsese. This is an issue THEY STARTED last year and instead of doing it the proper way, rolling back and test what's wrong, they release a useless "bug fix" EVERY OTHER MONTH. MONTHS!

I've restarted my TV twice today, as it is doing these things again. And I am about to file a consumer complaint against Sky, as it feels like this will never be fixed.

[Bugged]

I've been having issues with pixelated screen then freezing and tv goes blank. Happening every couple days on all channels. My connection and status is all good when I check on app etc. I'm using stream puck . Have 2 across the house. Pay lot of money for services and can't watch a program in the entirety and it so frustrating and annoying