Sky Glass connectivity issues

[Steve177]

My Sky Glass is connected via an ethernet cable and yet it keeps disconnecting and I know my internet is working fine as I can watch Netflix through my firestick.   

I have tried it with the wifi option turned off so not to cause any conflict and yet it still happens,  So frustrating!!

Does anyine have any ideas as all you get from Sky is that it's an internet issue which it quite clearly isn't?

Thanks

[Padam_Padam]

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@Steve177 wrote:

My Sky Glass is connected via an ethernet cable and yet it keeps disconnecting and I know my internet is working fine as I can watch Netflix through my firestick.   

I have tried it with the wifi option turned off so not to cause any conflict and yet it still happens,  So frustrating!!

Does anyine have any ideas as all you get from Sky is that it's an internet issue which it quite clearly isn't?

Thanks

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Have you tried a different ethernet cable to make sure that's not where the problem lies? 

If it still does it with WiFi turned off on the Glass TV then give Sky a ring for further troubleshooting and potential warranty replacement if the network card is borked. 

[Jporch316]

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@Steve177 wrote:

My Sky Glass is connected via an ethernet cable and yet it keeps disconnecting and I know my internet is working fine as I can watch Netflix through my firestick.   

I have tried it with the wifi option turned off so not to cause any conflict and yet it still happens,  So frustrating!!

Does anyine have any ideas as all you get from Sky is that it's an internet issue which it quite clearly isn't?

Thanks

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Try it with WiFi instead of Ethernet....

[MarkGoldsmith]

@Steve177 is it disconnecting randomly whilst you are using it, or does it disconnect when you put it into standby so it says disconnected when you turn it on?

[paul9115]

I'm having the exact same issue, really annoying. My internet connection is very stable with no issues with any other device in the house. The glass itself is on a wired connection as well yet most times I turn it on it complains about not having a WiFi connection. I usually have to go to the connection settings for it to check that there's actually a wired connection and then it works. 

[paul9115]

Wired should be a much more stable connection, though it seems for whatever reason the glass seems to prioritise a WiFi connection, something I've never seen anywhere else 

[MarkGoldsmith]

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@paul9115 wrote:

I'm having the exact same issue, really annoying. My internet connection is very stable with no issues with any other device in the house. The glass itself is on a wired connection as well yet most times I turn it on it complains about not having a WiFi connection. I usually have to go to the connection settings for it to check that there's actually a wired connection and then it works. 

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Have you turned WiFi off in the pucks settings. ( you need to other it will

priotise WiFi other Ethernet).

Do you have networked standby mode set to ON and overnight power saving settings to OFF?

[Jporch316]

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@paul9115 wrote:

Wired should be a much more stable connection, though it seems for whatever reason the glass seems to prioritise a WiFi connection, something I've never seen anywhere else 

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As I mentioned above try it on WiFi .....

[Jporch316]

The network adapter in glass and stream is 100mb ......

[Steve177 · Accepted solution]

Paul

I have managed to sort mine out by doing a manual update after speaking with Sky.

Turn off the the TV at the wall and wait 30 seconds

Press and hold the power button on the TV (which is on the right hand side) and keep it pressed whilst switching the power back on at the wall.  
Aftwr about 15 seconds you should see a sky logo which is when you can release the button.

The TV will then do a manual update.  

Since I have done this it has been working fine.

Steve

[MarkGoldsmith]

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@Steve177 wrote:

Paul

I have managed to sort mine out by doing a manual update after speaking with Sky.

Turn off the the TV at the wall and wait 30 seconds

Press and hold the power button on the TV (which is on the right hand side) and keep it pressed whilst switching the power back on at the wall.  
Aftwr about 15 seconds you should see a sky logo which is when you can release the button.

The TV will then do a manual update.  

Since I have done this it has been working fine.

Steve

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FYI - that's not a "software update" it's a factory reset of the puck. There is no mechanism to force a software update on the puck per se (obviously as part of a factory reset it redownloads the latest software update that is designated to your puck).

Its also worth noting that software resets shouldn't be done unless instructed to by Sky as there has been cases where the reset doesn't unlink the puck from your Sky account meaning it can't be reactivated and this can only be sorted out by phoning Sky. 

[paul9115]

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@Steve177 wrote:

Paul

I have managed to sort mine out by doing a manual update after speaking with Sky.

Turn off the the TV at the wall and wait 30 seconds

Press and hold the power button on the TV (which is on the right hand side) and keep it pressed whilst switching the power back on at the wall.  
Aftwr about 15 seconds you should see a sky logo which is when you can release the button.

The TV will then do a manual update.  

Since I have done this it has been working fine.

Steve

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I've also gone through the reset procedure whilst on the phone to them. It seemed to work for a time, but has since come back for me unfortunately. Hopefully you will have better luck, but for now it seems I'm still no better off.  

[Krazykrisb]

Hi

I'm facing the same issue with my Sky Glass. I have an ethernet connection , which other devices use , and it's very stable.

I've not changed any of the network hardware for several months now so don't think it's hardware related.

It only seemed to start happening after I noticed a software update that included the Airplay option had been installed !!.

Every morning I'm having to do a system reset !! really frustrating. Even after the reset I get a black screen sometimes no picture just sound!!

Tried switching to Wifi instead of ethernet but still the same, although I kept the ethernet cable connected. Tried a network reset but all that did was turn back on the Wifi option !

Sky are looking into it , but so far no updates and I'm noy convinced they have any idea.