Please wait for programme to load

[floydgourlay]

Hi Can anyone tell me why when I am watching my sky glass tv and keeps coming up please wait for you programme to load and the screen goes blue and programme doesn't come back on its so annoying

[memo13]

Having the same issue on Sky Glass - got super fast broaddband and my daughter's non sky tv is working perfectly well! C'mon Sky! Fess up when you have issues! 

[Fothergill1]

Hi @floydgourlay  and @memo13 .   I find when this happens if I change to a different channel for a few seconds and then return to the original programme I was watching it will often resolve the problem.  On the occasions that it doesn't a restart has always resolved it.

To  restart your Glass go to Settings > System Management > Resets & Updates > Restart device (do not do a factory reset).  It takes about 3 minutes to completely reboot. You will have a blank screen for a couple of minutes before the Sky logo appears so don’t panic when you first start the process.

Good luck

[memo13]

Resolved, turned the tv off at the socket, waited a couple of minutes and plugged it back in again.....now working fine, until the next time....

[Fothergill1]

@memo13  Glad to know it is all resolved (as you say until the next time).  You don't need to switch it off at the socket the procedure I outlined does a reboot and you don't need to get out of your chair 😂

As a general rule, whenever you get an issue developing run through the restart procedure and more often than not it will fix your issue 🤞

[Disgruntled]

Having the same problem today. Either get the wait message or "There is a technical problem with your programme".

This is affecting all Sky Streams in my household today. All have been cold booted, and still have the problem.

[Fothergill1]

Hi @Disgruntled  If you are experiencing the issues on all your Glass and Stream devices is suggest a problem specific to your  environment.   I note you have already tried rebooting the devices but I would suggest you try the following in the hope that it resolves the issue.:

1. Put Glass and all picks into standby and then turn them off (unplug is probably the easiest thing to do).

2. Unplug your router

3. Leave for a couple of minutes and the plug your router back in and wait for it to finish rebooting.

4. Once it has rebooted plug your glass TV back in and when that has also rebooted hopefully it will all be working correctly again.

5. Plug and pucks back in and allow them to fully reboot.

Good luck 🤞

[JohnB59]

A fix, yes, but gets very frustrating when you have to do this every other day. What will stop the problem?

[Madskitzo]

Just recently this has started happening to me. I'm with Sky for broadband (although it isn't ultra fast), never been an issue before and it is only on the one tv. Getting a steady 7mb download and 2mb upload (again, I know it isn't ultra fast but never been an issue before). It is now EVERY time I turn on the tv and is so annoying, no matter how I restart (via settings or unplug), it still does it. Strange though, it only started when I decided to leave Sky for their broadband, if I was a sceptic and the other tv was fine, I'd say Sky were doing it 😂😂

[Jporch316]

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@Madskitzo wrote:

Just recently this has started happening to me. I'm with Sky for broadband (although it isn't ultra fast), never been an issue before and it is only on the one tv. Getting a steady 7mb download and 2mb upload (again, I know it isn't ultra fast but never been an issue before). It is now EVERY time I turn on the tv and is so annoying, no matter how I restart (via settings or unplug), it still does it. Strange though, it only started when I decided to leave Sky for their broadband, if I was a sceptic and the other tv was fine, I'd say Sky were doing it 😂😂

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You need at least 25mbs to run stream or glass . How fast was your internet before ?

[Madskitzo]

It's never been that fast but always worked. Coming in the speed is faster but with device usage, it's always been less than 10mbs on my glass (usually around 56mb into the house). 

once loaded, it does still work fine no matter what I'm watching, it's just when you first turn the tv on. Like I've said, i have two glass TV's, the other is fine. 

[Hunter2660]

I take it your using wi-fi? Where is the puck located? Where is the router located? Make sure the puck has a line of sight to the router, and the router is not blocked by anything. (ie Don't put the router in a cupboard, and don't put the puck behind the TV). Even better if you can use an ethernet cable to link the puck to the router.

[Madskitzo]

It isn't a puck as it is a sky glass tv. It is less than 5m from the router and in line of sight (unless we close the door between rooms). Tv has been in the same place for the last 2 years and nothing has changed apart from both being older. Ethernet is not possible as the distance from the router around all the walls to get where the tv is would probably end up being 30m long. 

can't see the router being the issue as my second glass tv is actually further away and more walls in the way and this works fine. 

it's all just a bit weird. I'm having full fibre installed next month with 900mb, hopefully the speed to each device will improve and it'll be a new router as well. If it carries on, can only see it being a tv issue. 

[Hunter2660]

I should read the thread properly. 😁 The fact your speeds are slow is a bit of a concern. What speeds are Netflix reporting on each TV?

[Madskitzo]

Read it fine. Got the point that 25mb is required however, the speed has always been roughly the same at under 10mb on other devices including both Sky glass TV's. Never been an issue for 2 years, just started happening on 1 tv in particular. 

if this had always been an issue or if my speeds had changed recently I would understand. It is also just on start up, once on, there is no issue whatsoever. Can happily stream without any buffering, all menus load quick enough, can easily fast forward or rewind with no issue. 

just annoying it takes around 4-5 minutes for this one device to start up.