what is a uhd playback issue

[Johng58]

keep getting a message saying there is a technical issue which is preventing you from watching tv 

[MarkGoldsmith]

Hi @Johng58,

If you haven't already, might be worth trying a reboot of the Glass to see if this clears the issue.

1. Go to Settings
2. Go to System Management
3. Press Select
4. Go to Resets and Updates
5. Press Select
6. Go to Restart Device
7. Press Select.

Note this will take a few minutes to reboot, so expect to see a blank screen for 2 minutes until the Sky logo appears as its starting up.

[Johng58]

hi mark no i have tried that along with a factory reset also turned my router on/off still having the same problem for 3 days now

[MarkGoldsmith]

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@Johng58 wrote:

hi mark no i have tried that along with a factory reset also turned my router on/off still having the same problem for 3 days now

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@Johng58 Does this happen all the time or is it an intermittent issue?

It might be worth running a network speed test from the Sky Glass just to check the download speed your Sky Glass is receiving when this issue occurs. To do this, open the Netflix app on the Glass, go to Get Help -> Check My Network, and there will be an option to run a diagnostic check, which will report back the download speed.

[Johng58]

It usually happens after 15 mins of watching a Sky programme like Sky Sports or even ITV. However, there are no issues with Netflix or YouTube . I have another broadband provider just checked speed as 421 .03 download speed, 361.14 upload speed.

[D+Hig]

It happens to me too but I usually do a reboot

[Johng58]

Just contacted sky again and we have done another reboot hopefully it works this time

[Johng58]

Thankfully this reboot worked touch wood thanks to everybody for there help