Technical fault with this programme please try later!!! Aaarrrggg

[BEECH5395]

Over the last few weeks my sky glass keeps coming up with tbe above error message. I switch the tv off and it usually works. The last week it has done it every day and it now isn't working and I get the same message when I select a channel after reboot. I went through the help menu and was asked to reset the tv and install a software update. I have carried this out and now am continually getting stuck half way through the set up as there is a software error. Has anyone else had this issue and how did they resolve it? Many thanks on advance

[mikealanr]

Hi @BEECH5395 

You shouldn't reset your Sky Glass unless advised by Sky as it can cause issues with Sky's back end systems and sometimes needs a 3rd line support team to resolve.  

In terms of the software being stuck updating follow the steps in this article: https://www.sky.com/help/articles/setting-up-sky-glass-updating-software

MikeAlanR

[BEECH5395]

I wasn't advised by sky as I couldn't speak to anyone. The help bot took me to the page you recommend and when I go through the process it freezes on updating software .... 

I've tried the above process 3 times and every time it freezes. I take it there is no way to bypass the set up. I assume it's a phone call to sky tomorrow for someone to fix it?

[mikealanr]

Hi @BEECH5395 

No you have reset the TV and set up needs to be completed again. Have you tried connecting via ethernet etc? And turning the TV off at the mains for 5 minutes? To see if that helps? I can escalate you post, but this isn't instant and could be a few days before Sky are able to reach out.

Therefore the quickest way would be to call them again. However when you get to the bot and it wants you to provide a number to send you a link, ignore it and it will eventually put you through.

MikeAlanR

[AdrianCWK]

I have exactly the same situation and I am absolutely furious! I am try to follow the step as suggested in the link above and I am still stuck on that stupid updating software page! I called customer support this afternoon and this is also what they told me to do! Before I reset, at least I could watch Youtube, BBC Iplayer and play PS5 with my sky glass, now im unable to do anything! Sky told me they are sending me a replacement which will take 2 days and my sky glass is mounted onto my wall! I don't know how to take it off **bleep**! Also, my sky Q box in my bedroom also can't stream or watch any channel at the moment, keep saying that thats a techincal error!!! Im paying £130 a month for this service! SKY! Do you think this is fair???

[mikealanr]

@AdrianCWK  you can't have Sky Glass and Q installed and operating at the same time at the same address.  In terms of what is fair, your not talking to Sky, we are fellow subscribers trying to help people out.

If your not happy with the way Sky has handled you issue, the best advise is to make a complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

MikeAlanR

[AdrianCWK]

I'm not sure what the small black box is called in my bedroom... yeah, I don't think it's a sky q. 

I am absolutely furious, it's the Euros and I am not able to watch with my TV! 

[mikealanr]

@AdrianCWK 

That is a Puck. Try unpluggling from the mains for 5 minutes and trying again. Pucks work independently from each other so should still be working. However you need strong and stable broadband each Sky Glass / Puck needs 25mbps for HD and 30Mbps for UHD. If your broadband is borderline you will experience issues. 

MikeAlanR

[AdrianCWK]

Thanks you for your reply.

I will try that certainly.

My sky glass is still stuck on that updating software page with 0%.

Regarding the broadband, I'm with hyperoptic (1GB), therefore, the speed is definitely not an issue. BTW, I have had my sky glass for over two years and this is the worst technical failure so far. I have encountered a few time where it says "there is a technical fault..." but usually back to normal within a few minutes... I'm not sure what is happening right now, I am sure I'm not the only one who has this problem today...

[mikealanr]

@AdrianCWK 

Ahh that explains it. There has been a known issue reported between Hyperoptic and Sky. The issue occurred on the 18th and further reports again today. Apparently Sky have reached out to Hyperoptic, but there has been no further update in the super user part of the forum.

If powering down doesn't work, I'd also recommend speaking to Hyperoptic 

MikeAlanR

[AdrianCWK]

Omg!! Thank you so much!!

I contacted hyperoptic and they sorted it out for me magically somehow! 

[BEECH5395]

Ah I've gave up for tonight. I too am hyperoptic so I'll contact them tomorrow and give that a go. Di they say they were aware of the issue when you called them 

[christambo]

• Also having the same issues! With hyperoptic and sky. Had to replace first sky glass 2 months ago as technical support couldn't fix the issue. Now been happening with new sky glass with all channels showing technical issue cannot display.
• Followed online advice to reset and tv stuck on 0% software update so can't even watch apps now aswell. Not happy customer. 
  
  

[MarkGoldsmith]

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@christambo wrote:

• Also having the same issues! With hyperoptic and sky. Had to replace first sky glass 2 months ago as technical support couldn't fix the issue. Now been happening with new sky glass with all channels showing technical issue cannot display.
• Followed online advice to reset and tv stuck on 0% software update so can't even watch apps now aswell. Not happy customer. 
  
  

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@christambo you need to phone hyperoptic in that case as it's a known DNS issue.

[Jporch316]

Here's the link to the main hyperoptic thread which includes a temp fix / workaround 

https://helpforum.sky.com/t5/Sky-Stream/Sky-Stream-Hyperoptic-Broadband-issues/td-p/4674074