UI BUG with presenting UHD content

[Chris4Stream]

Hi All,

Having had Stream for just over a week now, I have discovered a UI BUG which really limits the presentation of UHD content for those who have the UHD add-on.

I noticed that it was very hard to find anything in UHD when scrolling through all the various sections on the Stream UI, even through I had the UHD add-on, shows like Game of Thrones would only be offered in HD, and not UHD.

I then discovered, if I scrolled down to Settings I could see my Stream Box was set to UHD, touching nothing in Settings, I would exit and then scroll back up, and shows that were previously being shown as being only available in HD where now defaulting to UHD!

I have tested this several times now, and it is the same each time, its as through when the box turns on, the default is HD, but the box doesn't ping SKY to tell it the User has UHD, but by manually going into the Settings page causes the box to  ping SKY the Users details and settings, and causes a refresh of content to show UHD as the default where available.

It's clearly a BUG.

[Fothergill1]

@Chris4Stream Personally I have never had a problem with this on my Glass TV.  I have the default streaming format set to Auto.  Have you tried the Auto for your puck?

[Chris4Stream]

Hi @Fothergill1 

Yes, my default streaming format is also set to Auto.

[Fothergill1]

@Chris4Stream and @GJK1 it would appear as though you have an issue relating to the the system defaulting to 60hz instead of 50hz. This is a known problem and which Sky are in the process of fixing. I'm not sure why but it seems to be an issue with some systems and not others (for example I do not have the problem on my Sky Glass).

For further details of the problem have a look at the link I have provided below.  Posts 18, 43, 44 and 46 (and maybe some others) contain some workarounds that you can use until a solution is found.  

The workarounds are all fairly similar but using different Apps.

https://helpforum.sky.com/t5/Glass-Stream-Live/Stutter-Judder-Since-Q20-Update/td-p/4392217 

Good luck 🤞

[Chris4Stream]

Here's the BUG explained in screen grabs...

I have a Sky Stream Puck with a Sky UHD addon

Turned on the Sky Stream Puck this morning and navigated to content that should be in UHD

Note, Game of Thrones is only being offered in HD, the TV confirms the Puck is outputting UHD.

Now, navigate down to the Settings Menu, enter it, but touch nothing...

Note, Box is set to UHD, Streaming Format is on Auto, nothing has been touched

Now exit the Settings menu and navigate back up to the same content as before...

Content is now correctly offered as UHD....

So by just going into the Settings Menu, but touching nothing, and coming back out again, flips the UI into correctly displaying content that matches the UHD addon...

Clearly a BUG, and explains why when I first got Sky Stream and the UHD addon there didn't seem much UHD content on offer!!!

[Exiled-in-HH]

@Chris4Stream have you reported the issue to Sky?

Do Sky supply issue tracking ids to customers that report issues to Sky''s technical support team?

[Chris4Stream]

Hi @Exiled-in-HH 

I have no idea how to report issues like this to Sky.

I can only assume and hope one of the Superusers pick it up and pass it on.

[Exiled-in-HH]

@Chris4Stream You phone Sky CSs and request referral to technical support?

[Chloe-W22]

Hey @Chris4Stream,

Thanks very much for the post, and the screenshots definitely help. I'll pass on the feedback to the right team to take a look for us...

[Chris4Stream]

Many thanks @Chloe-W22 

😀

[Chloe-W22]

@Chris4Stream We've tried to replicate it in the office but can't, but we don't have a HDR compatible TV. What kind of TV do you have?

[Chris4Stream]

@Chloe-W22 

It's a Sony X95J

[Chris4Stream]

@Chloe-W22 

Video showing the BUG

Turn Sky Stream on, navigate to content, such as Game of Thrones, and it is HD

Navigate to Settings menu, touch nothing, come out and navigate back to Game of Thrones, which is now correctly flagged as UHD...

[SlenderRobert]

---

@Chris4Stream wrote:

Hi @Fothergill1 

Yes, my default streaming format is also set to Auto.

---

I used to see this issue a lot on my Stream puck too but it seems to be much better if you set the default streaming format to UHD. If you do that then you'll see UHD/HDR content listed as such. It does on mine at least. 

[Chris4Stream]

@Chloe-W22 

I can confirm I am on R21

However, the issue I was seeing, and posted a video of, where when I turn my Stream Box on it defaults to listing only HD versions of shows, such as Game of Thrones, even through I have the UHD add-on is still present.

So no improvement for me.