YouTube on Sky Q "loading" after pausing..

[AntAntAnt]

Hi Chloe-W22,

These issues occur whilst using the YouTube app on Sky Q. 

One issue pertains to the use of the pause button, if it is used, and then you press play, the video will play for a short peroid, maybe 5-10 seconds then freeze showing a screen prompt saying 'loading...' , it will re-load eventually but is obviously very frustrating. The short fix has been to to press the fast forward button twice, then press play, this then actually starts the video a few seconds prior to the freeze. This has been an issue for me personally for roughly a year. 

The second issue is intermittent, at least for myself, and concerns a 'black screen' and or being kicked out of the app altogether, this generally occurs whilst scrolling through videos, or exiting a video.

If you require any further explanation I would be happy to help.

I would be incredibly grateful if Sky could address these issues, as they appear to affect a great many people, and have persisted for some time.

Best Regards

Antony Higgins

[Jaxx25]

Hi Chloe..

As the above user said, the issue is:

After having paused a video on YouTube, once unpaused it plays fine for about 30 seconds ish, then it glitches and the video and audio go way out of sync for about 10 seconds and then it just freezes with "loading" in the centre of the screen. If I wait for anything up to 30 seconds or so it fixes itself.. but that's not a solution..

I can interrupt it or avoid it altogether  if I skip forwards or backwards by at least one step (or sometimes if an ad plays, that seems to avoid it too)..

At this point I've got into the habit of tapping rewind one step before unpausing a video.. But sometimes I forget, and am reminded that the problem still persists..

Any help would be great. It's a minor issue really but after a while it becomes so annoying.. and reading through this thread, it seems more and more people are having the same issue.

After having paused a video on YouTube, once unpaused it plays fine for about 30 seconds ish, then it glitches and the video and audio go way out of sync for about 10 seconds and then it just freezes with "loading" in the centre of the screen. If I wait for anything up to 30 seconds or so it fixes itself..

I can interrupt it or avoid it altogether if I skip forwards or backwards by at least one step (or sometimes if an ad plays, that seems to avoid it too)..

At this point I've got into the habit of tapping rewind one step before unpausing a video.. But sometimes I forget, and am reminded that the problem still persists..

Any help would be great. It's a minor issue really but after a while it becomes so annoying.. and reading through this thread, it seems more and more people are having the same issue.

[Jaxx25]

Apologies for pasting that twice. I copied it in case I lost it after logging in..

[jblink]

As well as the "loading" issues, I now have a new and equally annoying issue.  If I skip from an ad sometimes when the video starts I get a sound drop out of a second or so.  On more than one occasion this has lasted a lot longer maybe 20-30 seconds or at least to the point I give up, rewind to before the ad and play again.  Each time the sound is fine second time around so the source video is okay.  I have not experienced this or the other issues on any of the smart TVs or the one Amazon stick I have although in fairness, just for convenience  where I have a Sky Q connected to a smart TV, I am watching YouTube through Sky 90+% of the time.  With Sky sending the "We are enhancing and improving your Sky experience and by the way your subscription is going up by yet another fiver" letter each year, it is time Sky actually tried to fix this issue and not just watch the profits come rolling in.

[justinp76]

Hi,

This issue has been around for at least a year now.

if watching YouTube and you pause the video for a minute or more when you resume playback the audio goes out of sync, I have tried everything to resolve this without success, sky have changed my sky q box, I have refreshed all the apps as advised by sky.

This issue is only related to Sky, I do not have this issue using google on my smart tv or firestick.

Please fix this sky!!!

[stereohaven]

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@AntAntAnt wrote:

The second issue is intermittent, at least for myself, and concerns a 'black screen' and or being kicked out of the app altogether, this generally occurs whilst scrolling through videos, or exiting a video.

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This is also my issue @Chloe-W22 

[Chloe-W22]

Hi all, I really appreciate the detail that makes sense! 

I've sent it on to our TV Apps team, we may need some more examples of this to investigate but I'll be back with an update ASAP

[Lg+oled65b7v]

Hi  Chloe, just to comfirm my issue.

If I'm watching a YouTube video and have to pause it, when I return and un-pause it, it plays for a second or two, but then it starts buffering, going backwards, out-of-synch.

The only solution at the moment is to un-pause, then immediately click re-wind, and start from a few sconds back.  Which is more annoying than it sounds.

If I can, I'll take a video on my phone and put that up on YouTube, then post a link here.

[stereohaven]

Looks to me like a new version of the YouTube app has gone out as the "Ambient Display" mode has been removed.

My version is web_20240624_11_RC00

Just in case anyone needs to know, this problem with freezing and then kicking me out started before "Ambient Display" was rolled out, so if this is just a rollback with a more recent date, it likely won't fix the underlying issue.

Will update this thread if the fault continues for me.

[Jenny747]

This issue is still on going I have reported it to Sky but they say can be months to resolve ??

[Markyp18]

Hi, we have had the same issue for months now, on both man sky q box and the mini box. If we pause the YouTube video then play after a few seconds in says loading for 20 secs and then rolls back or restarts the video. I'd we rewind for 10 secs and play it does start ok but it's a bit of a faff especially if your watching  videos for school or work and gave to pause to take notes etc.
SKY, THIS REALLTY NEEDS FIXING !!! It's minor but really annoying !!

[stereohaven]

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@stereohaven wrote:

Will update this thread if the fault continues for me.

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Still happening, although not quite as frequently.

[DL123]

We've had this issue ongoing for over a year - with an engineer out last November who replaced dish, Sky Q box and wiring. The issue disappeared for several months but has restarted and has become worse over the last few days (since the 270 update?) - sound and picture crashing after pausing, and now frequent full app crashes which return you to Sky Home screen

[hwatts]

I am having this problem also, logged into YouTube Premium (no ads), screen randomly goes black and YouTube bombs out. Happening on SKY Q main box, nothing I have tried has resolved the issue...

[Spamcan]

Just started having the buffering problem with the 27 update.