Sky Glass Gen 1 - No Sound

[markscott13]

Hi,

I have an original Sky Glass, on Sunday it lost sound and channels were very slow to load.  Contacted Sky, not a great deal of suggestions, Monday morning it was ok, Monday afternoon it wasn't working again!  Anyone else had a similar issue.  No sound through a console or Bluetooth unit. 

Thanks

[Angel_Aka]

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@markscott13 wrote:

Hi,

I have an original Sky Glass, on Sunday it lost sound and channels were very slow to load.  Contacted Sky, not a great deal of suggestions, Monday morning it was ok, Monday afternoon it wasn't working again!  Anyone else had a similar issue.  No sound through a console or Bluetooth unit. 

Thanks

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Have you pulled the plug on it for a while? Give it half an hour with no power then switch it back on and allow it to fully reboot. 

Have you checked the broadband speed actually being received by the TV? Run a network check from the get help menu on the Netflix app - this will tell you what it's receiving. 

[markscott13]

Hi,

Tried various restarts and reboots. Thought leaving it overnight (unplugged) had cured it. Connection speed on Netflix is 77.5Mbps, which should be plenty. 

[Angel_Aka]

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@markscott13 wrote:

Hi,

Tried various restarts and reboots. Thought leaving it overnight (unplugged) had cured it. Connection speed on Netflix is 77.5Mbps, which should be plenty. 

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Assuming it's out of warranty and you've followed Sky's troubleshooting advice, there's not much else you can do really. 

A factory reset is probably worth a go but this should only be done whilst being instructed to do so by a Sky adviser as it can cause account linking issues. 

[markscott13]

Thanks, tried that it was pretty straightforward. It is out is warranty so I think I'll just wait it out and keep trying, as it's a secondary unit, and see if it corrects itself as it's got to be a software issue rather than hardware as it worked again after I originally logged a call 

[Angel_Aka]

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@markscott13 wrote:

Thanks, tried that it was pretty straightforward. It is out is warranty so I think I'll just wait it out and keep trying, as it's a secondary unit, and see if it corrects itself as it's got to be a software issue rather than hardware as it worked again after I originally logged a call 

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It could be a server glitch - most of SkyOS runs from these servers and if they get congested, too hot or just a bit muddled and require some IT intervention you just have to wait for Sky technicians to reboot/refresh or do whatever they can do in the server room to improve things. 

Hopefully it'll get sorted for you at some point. Good luck!   

[markscott13]

Thanks, fingers crossed. If it (hopefully) clears I'll post back. Maybe it'll help someone. 

Thanks for your comments.