Apple TV un viewable

[CNCIT]

I'm having trouble viewing the Apple TV (on the puck). The picture and sound  keeps cutting out every 30 seconds but also randomly, it's un watchable.

if I use the Apple TV app on the actual Sony TV (built in apps on the TV) it works fine.

the Apple TV works  fine on the glass TV, it just seems to be the puck.

it also is very slow, the playlist never updates correctly for recorded programs. 

it also displays the wrong time very often, which in turn shows all the wrong programs ( ie instead of being 5.30pm it displays 5.30am).

I have to keep unplugging and restarting it.

thisbis no way an improvement over Sky Q and for the cost per month it's becoming a bad choice.

[BenJoBanjo]

@CNCIT 

Sounds like it's probably a network connection issue. What speed is your puck receiving?

To find out, open the Netflix app and run a network check from the get help menu, top left when you click on your avatar. 

The puck needs to be receiving in excess of 25Mbps, constantly, to maintain a reasonably stable service. 

Stream pucks are more sensitive to broadband speed fluctuations than Apple TV boxes because SkyOS is server based - most of what happens on the puck is coming from a server, not from the puck itself. This is why it needs a stable connection all the time. 

[lettice]

A few things to try.

No need to physically unplug the Puck, use the settings restart.

Go to Settings>Systems Management>Resets & Updates

Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

Worth doing an apps refresh, to check the Apple TV app is a match version for your other devices, like the Sky Glass TV and having the refresh do some  cache cleanup.

1. Press Home on your Sky remote, then highlight Settings.
2. Press System management, then Resets and updates, and finally Refresh apps.
3. You'll see a message that says, 'Your apps are being refreshed'.
4. Press Dismiss to return to normal viewing.
   ghe apps refresh can take up to 24 hours to complete.

Assuming  it is only the Apple TV app your having the most issues with?

Might be worth just for some clarity, running a speed test on your puck and report the speed back here;
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test several  times, say over a half hour period.
What is your speed?

[CNCIT]

Thanks Guys,

I did the Netflix test and are getting 71-72mbps , I only have fibre at 74mbps anyway, so not much of a loss there.

I also did an app refresh (which I have done before without luck) but this time it did work, I managed to watch a whole episode with no cutting in and out.

I did get some odd speckles on the bottom of the picture for a brief couple of seconds a few times but generally OK .

Hopefully this did the trick, I will keep my eye on it.

Many thanks.