Sky Glass issues, requiring turned off from mains.

[Gray861]

Hi All,

Having some issues with the Sky Glass. The device will freeze an image in place then present static over the image. This is accompanied by replaying the last audio byte in a loop and not responding to control input. Due to this we have to switch the device off at the socket to regain control. Is there any way to pursue an RMA/Replacement device due to this?

Image of the device while it is freezing:

Any assistance here would be greatly appreciated, 

Thanks!

[Exiled-in-HH]

Yes ... report the issue to Sky CSs and request a repl@cement🙂

[peter-marlow+1966]

How is your  tv connected to the broadband ? Go to Netflix go to check network  connection  run that and see what speed  your  tv  is  getting, if you  can  connect  the tv with  an ethernet cable  more  stable that wifi connection 

[Gray861]

Check your connection on netflix returned all green with 458Mbps speed.

This doesn't feel like artifacting due to lack of connectivity, I'd hope the controller would still allow me to navigate home etc if it were, however the whole UI freezes alongside this issue.

[Fothergill1]

@Gray861 I recognise your photo as I had exactly the same issue with my Sky Glass.  It happened late at night so I simply unplugged the TV and left it like that overnight.  In the morning the Glass TV worked perfectly and the issue never came back again.

Try leaving it unplugged overnight and if the issue still persists then call Sky as your glass may have developed a fault.  If that is the case then hopefully your set is still within the 24 month warranty period.

If Sky is you mobile provider you can phone them by  dialling 150.

If it is not your provider follow this link https://www.sky.com/help/home and scroll down to need more help, click on this and you will see an 0333 phone number to use to call Sky. Unfortunately I cannot include the actual phone number as the forum filters will block it.