Sky Glass Apps Not Working on Waking From Standby - Live TV, On Demand Work OK

[flash79]

This is a strange one.  My sky glass to keeps telling me there is no internet connection.  But it is showing as being connected to my router just not to the internet.  Live tv channels work fine but when I try to access an app it says no internet connection!  I can resolve it for a little bit by either rebooting the router or factory resetting the sky glass but after a couple of days I get the same error.  Sky have been no help as they don't seem to understand what I was trying to tell them!  Anyone experienced this before???

Moderator note: subject of thread updated to better reflect the conversation

[Lianna1]

I am having the same issues we have to reset our router 3-4 times a day. I can watch sky tv but can't watch the apps. Says I have no internet connection yet I can watch everything other than the apps. I've told them to escalate this now. Which they have. They are blaming my internet provider but everything else is working I have 1.7g to the router and 1.3 to my device! Definitely not my internet. This is a sky issuse and they need to sort it. It's so strange how I have no internet connection yet but I can still watch the TV. 

[flash79]

Sorry i forgot to also say it's connected over WiFi and when I tried to connect over Ethernet it crashes my tv intermittently!

[Anonymous]

@flash79 If you connect via ethernet you must turn WiFi off in the Settings or else it conflicts with the ethernet. I connect via ethernet on my Glass and have had no issues doing so. 

[flash79]

Yeah I thought that was the issue but no it does it even when I have the WiFi switched off on the glass.  The Ethernet freezes the tv and then the tv completely reboots!  It's been fine up until recently.

[lettice]

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@flash79 wrote:

Sorry i forgot to also say it's connected over WiFi and when I tried to connect over Ethernet it crashes my tv intermittently!

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When you say crashes, do you just mean intermittent network connection problems or something else?

It is advisable when connecting an ethernet cable, to go into settings and turn off the Wi-Fi connection.

As the Wi-Fi connection can sometimes still try some from of network checking or even connecting if this is not done so.

Plus, if you do make that Wi-Fi change in settings, straight away do a settings restart, as that makes sure the Wi-Fi on/off option is set correctly.

[flash79]

The screen freezes completely for about 10 seconds and then the tv reboots

[mikealanr]

I have been suffering from this too for about 3 weeks. Sky are looking into it. Turning all my devices on (puck or glass units) say no WiFi but when you press home the home screen and live TV channels work as expected.

Going into an app provides a no WiFi message and going into network presents with not connected. Rebooting the router seems to resolve.

I've changed my DHCP lease from 24 hours to 7 days and had a more positive experience today. But waiting for tomorrow to confirm.

MikeAlanR

[peter-marlow+1966]

What is your  broadband  speed  and what other devices  do you have  connected  to it ? You need a minimum  of 25mps  to watch  hd channels  on sky glass tv  and 35mps  to watch  the  uhd  channels, you  can see what speed your  getting  to the tv by opening  Netflix  going to help  opening  that and running  check  my network  that will tell you what  speed  the tv is getting, i have a  busy household  with  2 55inch sky glass tvs  a sky live camera,  a puck, 43inch lg smart tv Freesat box, Xbox, a personnel  computer, laptop, tablet, smart  meter, 3 mobile phones, 3 alexa's 

I have full fibre  to the property broadband with sky  gigafast  900mps and have had no problems, i hope this helps  you 

[mikealanr]

Hi @peter-marlow+1966 

This not a speed related issue as live TV works. Myself I have 1.6Gbps and never had issues untill around 3 weeks ago.

The issue has been resolved for me now at least. I have noticed I've received a UI update (2.30.1) not sure of it's this ( as Sky indicate it's a maintenance release) or the fact that DHCP lease has been changed from 24 hours to one week.

But the issue was part of the entertainmentOS interface was working (live TV) and part of the interface (network check) and apps stated it couldn't reach the internet.

MikeAlanR

[mikealanr]

Hi @AH-SF 

See: https://helpforum.sky.com/t5/Sky-Glass-Live/Sky-Glass-Apps-Not-Working/td-p/5033179

There seems to be a bug. Things have been resolved for me as per my comments in the above thread.

MikeAlanR

[KevNewMedia · Accepted solution]

Hi Everyone

Thank you for highlighting this problem @mikealanr and for the information that others have supplied.

As Mike has said, we've currently been investigating this problem and are sorry for any inconvenience. As soon as our support teams provide further information, we will update the thread.

I'm going to mark this post as the current answer, so that everyone has the most up-to-date information.

[woogyboo]

I am having the same issue and have been for the past couple of months. I am having to reset my EE router every time we want to watch sky glass or a puck even though our super fast 1.6gb broadband is working on every other device. Sky advisor didn't know what to do. Very frustrating and hopefully will get sorted soon. 

[mikealanr]

Hi @woogyboo 

That is interesting as you have the same broadband package as me. I wonder if there is something going on between Sky devices and the EE Hub. Like you no other devices impacted.

MikeAlanR

[And771]

Hi

i am having the same issue. Seems since the last software update I have needed to reset my router on a daily bases in order to access the apps. Same set up - EE broadband 1.6 GBPS download speed.  I have tried to assign static IP  addresses to the sky glass and pucks. Devices are set to stay connected to the internet yet I still need to reboot the broadband router to be able to access the apps. Getting a bit frustrating now. Hopefully Sky are working on a fix.