Apps will not play on Sky puck

[SP59]

Hey everyone, I've read through several threads and not found a resolution to this?

our puck will play tv, but Prime Video and Netflix go black after the ads, and will not respond. We're watching through the smart tv now which kind of defeats the purpose of the Sky package. Does anyone know how to resolve this?

[Gincap]

The biggest issue is WiFi without a strong stable connection then operation is problematic. If you go into the Netflix app under settings you can run a test to see what strength your puck is receiving. If weak connecting an Ethernet cable should resolve the problem. 

If you haven't done so rebooting the puck "unplug" it and your router will clear cache issues. 

[lettice]

@SP59 

If your live puck linear TV channels are playing fine, that is normally a positive that your pucks are getting a good reliable signal.

For your app issues, they the following.

First try restart of your Sky Stream box
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.

Do an apps refresh;

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. Note: An apps refresh can take up to 24 hours to fully complete.

Also, with your Sky Stream pucks in standby, do a broadband router/hub restart.

[SP59]

Thanks Gincap, unfortunately I've tried these suggestions but no joy I'm afraid. The weird thing is that our other puck is working fine. 

[SP59]

Thanks lettice, I've tried these suggestions already, because they were mentioned in other threads in connection to this issue. Prime Video gets stuck after playing the ads, the screen just goes black with Ad06 (the ad countdown timer) displayed in the top right corner. 🤷‍♂️

[lettice]

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[Coley-W95]

Thanks for escalating this @lettice We’ve sent @SP59 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[SP59]

Lettice thank you 🙏 

[darrel2]

what was the outcome for this ? 

as mine is doing the exact same on amazon prime gets stuck on ad 0:15

[SP59]

No outcome as yet, but I've been told that Sky is aware of the problem and a fix is being worked. They will post updates on here.