Glass & Stream: Voice Search Displaying please wait error message

[Jporch316]

Is anyone else getting random "please wait" screens when attempting voice searches ? I'm getting it probably 1 in every 3 search on my gen 2 ? 

video below ......

Community Manager note: subject of thread updated to better reflect the conversation

[SkyYoYo]

Hello, 

We've a Sky Stream Puck. Connected via ethernet cable to a sky router. Speed is 1gbps.

Everytime we use the voice search, it recognises what we ask for goes into a blank search page/window and all it shows is 'please wait...' in the lower left hand side. 

Device Internet is on standby. Shows work fine and there are no Internet problems. 

We have restarted the device multiple times (from settings menu and manually). Refreshed apps and repaired remote. Also, checked batteries (took them out and inserted them back). 

The Sky interface is really glitchy overall and we have not been able to use voice search for months now. 

Any tips? 

If nothing works here, I'm calling them and asking for a new Puck to be sent. 

Thanks! 

[Jason-]

Hello @SkyYoYo, we're sorry you're having problems with your Sky Stream Puck and none of the steps you have carried out have helped improve things. I'll send you an invite to a private chat shortly and we can help you get things sorted.
 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours. Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Thanks, Jason-

[NeilPaddock]

I'm having exactly the same issue and last month we lost l everything in our  playlists and had to set them all up again! Never had so many issues when we had Sky Q! 

did you manage to resolve this?

thanks,

Neil

[Jporch316]

Getting this same issue on my sky glass gen2 ......

[LauraMac38]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[MarkGoldsmith]

---

@Jporch316 wrote:

Getting this same issue on my sky glass gen2 ......

---

Yeah i've been seeing the exact same thing from time to time. You do a voice search and sometimes it just gets stuck on "please wait", but if you do another voice search ( and it may be the same search), it will then decide to load the results.

[SkyYoYo]

I just messaged you there. Thanks 

[KevNewMedia · Accepted solution]

Hi @Jporch316 

Thanks for highlighting this problem.

Can I ask if anyone else is experiencing this problem, that you provide the following details please?

• The date the voice search failed
• The time the voice search failed
• The name of the show when it failed
• If you are able to capture the issue on video, then that'd be great as well.

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

[Hobsongl01]

I'm having the exact same issue, it's never happened before but I've restarted everything and still no fix,

did you find out how to sort it? 

[Jporch316]

---

@Hobsongl01 wrote:

I'm having the exact same issue, it's never happened before but I've restarted everything and still no fix,

did you find out how to sort it? 

---

@Hobsongl01 

Not at the moment - still happening to mine

if you could post time / date and programme it would be helpful 

[Hobsongl01]

I mean it's just happened now searching for paw patrol for my daughter to watch, I have the sky stream pick

[Jporch316]

---

@Hobsongl01 wrote:

I mean it's just happened now searching for paw patrol for my daughter to watch, I have the sky stream pick

---

Half hour ago I tried swat ....... seems to start working if I bash the home button a few times ......

can I ask what ISP you are with - I'm with Virgin media 

[Hobsongl01]

Strange, I just give up and search in the app itself. I'm with Sky for tv and broadband so makes me think it's a software problem with the Sky boxes 

[MarkGoldsmith]

---

@Hobsongl01 wrote:

Strange, I just give up and search in the app itself. I'm with Sky for tv and broadband so makes me think it's a software problem with the Sky boxes 

---

Yeah i don't know if its a software bug or a capacity issue on the infrastructure with the search functionality. Its just wierd that if you repeat the same search sometimes it will load and other times it wont.