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Discussion topic: My sky glass keeps “cutting out” mid programme / apps closing

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This message was authored by Claire3815 This message was authored by: Claire3815

SKY Glass - Freezing and Closing programs I am watching

I have had Sky Glass installed and the TV continually freezes to the point I have to turn it off at the wall and also comes out of programmes while I am watching them. 

 

Tried to contact SKY and its hard work - Any advice. 

This message was authored by Tim+Adams This message was authored by: Tim+Adams

Re: SKY Glass - Freezing and Closing programs I am watching

Posted by a Superuser, not a Sky employee. Find out more

Hi @Claire3815 

 

Have you tried turning it off at the socket, wait a min and then back on again?

Are you connected via WiFi or ethernet?

 

What speed do you get if you do a Netflix speed test via the app?

Open Netflix on Stream

From the Netflix homescreen, go left to open the menu.
From the bottom of the menu, go right and select Get Help.
Select Check your Network.


Thanks,
Tim

Sky Glass with Sky Live, Sky Stream & Sky Protect - FTTP 2Gbps
This message was authored by Claire3815 This message was authored by: Claire3815

Re: SKY Glass - Freezing and Closing programs I am watching

I have to turn it off at the socket every time it freezes it is the only way to get it back on. 

 

I have tested speed and everything is great from that respect and we never had this issue until we got SKY Glass.

 

Thanks 

This message was authored by Tim+Adams This message was authored by: Tim+Adams

Re: SKY Glass - Freezing and Closing programs I am watching

Posted by a Superuser, not a Sky employee. Find out more

Hi @Claire3815 

 

Thanks for replying, what was the speedtest result from the Netflix app?

 

Also what software version have you got?

 

  1. Press Home on your Sky remote.
  2. Scroll down to the bottom of the Home screen and select Settings.
  3. Select System management, then System info.

Thanks,

Tim

Sky Glass with Sky Live, Sky Stream & Sky Protect - FTTP 2Gbps
This message was authored by Claire3815 This message was authored by: Claire3815

Re: SKY Glass - Freezing and Closing programs I am watching

60.75 mbps 

This message was authored by Tim+Adams This message was authored by: Tim+Adams

Re: SKY Glass - Freezing and Closing programs I am watching

Posted by a Superuser, not a Sky employee. Find out more

Hi @Claire3815 

 

Thanks for doing the speedtest. 

I've escalated this to Sky who will invite you to chat to troubleshoot. Please look out for the invite. 

This link below explains how it works,

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

 

Thanks,

Tim

Sky Glass with Sky Live, Sky Stream & Sky Protect - FTTP 2Gbps
This message was authored by Claire3815 This message was authored by: Claire3815

Re: SKY Glass - Freezing and Closing programs I am watching

Thanks Tim!

This message was authored by Addie15 This message was authored by: Addie15

Re: SKY Glass - Freezing and Closing programs I am watching

Posted by a Sky employee

Hi there! Thank you for escalating this. We have sent an invite to Claire3815.

This message was authored by TROTY01 This message was authored by: TROTY01

Film or TV programmes just switch off while watching

While watching films or TV channels sky glass just resets back to main screen. It doesn't even remember the watch postion. Need to fast forward manually to last watched position.
This message was authored by kat124 This message was authored by: kat124

Re: Sky Glass keeps returning to home screen.

this has happend to me but its doing it on Discovery plus app too and youtube. It must be a sky glass issue as for it to happened to more than one app is strange

This message was authored by david+john This message was authored by: david+john

Re: My sky glass keeps “cutting out” mid programme

I got same problem I phoned sky yesterday and I was told I was the only one who reported the problem so nothing was done waste of a phone call

This message was authored by Acritch74 This message was authored by: Acritch74

Re: Apps keep forceclosing.

Getting the same issue, after around 30-40 mins Amazon or ITV x closes and goes back to Home Screen on sky glass

This message was authored by Leanneok This message was authored by: Leanneok

Re: Apps keep forceclosing.

Has sky contacted anyone about this? Is it worth ringing them up? I'm getting so annoyed with it now

This message was authored by Darby12 This message was authored by: Darby12

Re: Apps keep forceclosing.

I've rang got nothing just said it must be my broadband which is with a different provider I'll try again tho! Let us know if you get anywhere cheers.

This message was authored by Lazarus90 This message was authored by: Lazarus90

Re: Apps keep forceclosing.

@Darby12  Whoever at Sky told you that, I think is wrong, as it's happened to me whilst playing my xbox on the skyglass, simply using it via hdmi like any other tv can do (i.e no broadband needed) so it's not an internet issue, at least not in my case.

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