Sky Q apps (Disney, Prime, etc) showing intermittent artifacts

[Laing1]

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@AlanB66 wrote:

I have recently started noticing artifacts /frozen-frames (?) occuring on playing programs, noticably on Disney+ and Prime (I've not used Netflix for a while), and don't notice it on normal Sky-TV or recordings viewing. 

I've already updated the sky-q software version via settings but this made no difference.

You can see an example of this (videoed using a phone - so sorry not great quality, and I've got rid of the sound) on :  https://1drv.ms/v/s!Ar58ktrJaNcTgbdImE8_pQ7A_IWNKg?e=5ke2SO

Does anyone know how to resolve this?

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@AlanB66  I have moved your post in to a large thread all about the same problem you have. Sky are investingating this 

[HOWARDWWW]

Sadly despite new Q box and latest software update pixilating still occurring on Disney + app

[BWAWAW]

Having issues watching Apps, lots of pixelating 

tested Broadband and Wi-Fi all looks as it should 

[Daniel0210]

@BWAWAW 

Your post has been moved into a thread discussing this issue. 

[Rambhi]

Getting same issue. Pixelated issue fixed. Netflix works fine but prime crashes after 10-20 mins in and exactly like you I have to back out using the home button. It's simply crashes now. 

[JFin]

Same problem, I've just bought a new TV 😩

£100+ a month for sky (not even broadband) and it's doing this! 😡

[Macculus]

I've now started seeing pixelation and artefacts on Sports+ matches (the software introduction of which is the root cause of all the issues, I think) . This is a service supplied directly by Sky and although it's not as unwatchable as, say, Disney+, it is still unacceptable. Can we have an update please Sky?

[Rambhi]

Yes since sports+ was introduced the fixes stopped working again. I don't get pixelated picture but apps crash at random and it happens through Disney app the most. Works fine for about 30 mins.....

[JibbaJoy]

I watched a sports+ footie game the other day and I thought it was awful (the picture & sound quility not the game) ; the crowd noise sounded like it was muffled and the picture wasn't even HD standard. No pixelation though!

[Darkson]

On one hand I'm glad I'm not the only one with this issue.

On the other hand, a 53 page thread with seemingly no fix in sight is not a great look for Sky.

[Chodley]

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@JFin wrote:

Same problem, I've just bought a new TV 😩

£100+ a month for sky (not even broadband) and it's doing this! 😡

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Well at least your new TV will have the apps to use 😉

[Bob+Niro]

Has anyone noticed a slight improvement recently? Granted I have been using local apps for past few weeks but last night I decided to watch Netflix and Prime through Sky. In a 50 minute series netflix pixilation occured just once. I'd hardly have noticed it only for I was keeping an eye out for it. For a similar lenght of time on Prime there were three very short pixilation occurences. I thought it had been worse previously. It seems to be worse for some customers and are some apps more affected that others?

I spoke to a Sky rep in ROI yesterday and he said that as they don't have wider reports of a bigger issue they are invesitaging each complaint separately. The first thing he suggested I try was change my preference from ECO to Active as othe ECO mode can sometimes affect updates. He is going to leave it for 2 days and if no improvement try something else. He wants to rule out possible issues one by one with the very last option changing the box. I see his logic and am happy to go with it.

[JFin]

Mine is definitely better than before but still occurring, I'll investigate the 'active/eco' thing. 

[JFin]

Sure does! 

[JCT9632]

Where do you find these settings?