Sky Glass Software error?

[Lacey19]

We've had no end of problems with our Sky Glass. Twice ive called and been talked through a reset and told "its an error we are aware of you'll have to keep manually resetting if it happens" So tonight its basically ceased working altogether constant buffering and saying my channel isnt available. So ive done the reset and its downloaded an update which took around 20mins. Now its trying to go through setup and says "Software error please contact us" which of course its Xmas day so we cant. So im stuck with 3 kids excited to watch movies for Xmas day evening and eagerly waiting to watch Stranger things later and we have no bloody TV! Beyond fuming at this point as they know this is a problem! Anyone any ideas?

[mikealanr]

Hi @Lacey19 

There isn't mass reports of a bug requiring a reset every time so not sure how valid that information is. If your glass is within 2 years old i would be pushing for a replacement under warranty.

As for software all you can try is work through the steps outlined here: https://www.sky.com/help/articles/sky-glass-software-error-glass-tv

MikeAlanR

[Lacey19]

I was told by Sky last month that they had the same issue with multiple Sky Glass customers where they dont connect to the Internet properly via WiFi, and don't allow the reset without crashing out. 

It might not be publicised by Sky but the guy I spoke to knew immediately what I  was talking about and said that if the constant resets didnt work they'd try a full factory reset and if that failed which some do it would be replaced. The last update kept it going about 3 weeks.

[mikealanr]

Hi @Lacey19 

So that issue has been acknowledged. But usually a reboot of the TV and router is enough to get back up and running. If you are having to reset it, I would argue you have grounds to say it's not for for purpose.

I had a similar issue back in June, but it was caused by EEs hardware. They changed me to the pro router and all my issues went away literally overnight.

Here is sky's complaints process: https://www.sky.com/help/articles/how-to-make-a-complaint

MikeAlanR

[Anonymous]

There is a known issue still not fixed. See this thread with info and a workaround. 

https://helpforum.sky.com/t5/Sky-Glass/Glass-I-m-connected-via-Ethernet-and-on-first-power-up-it-tel...