Build Version QSE38.010.00P Glitch

[Barry+Mc+Kelvey]

---

@pedro_n_f_c wrote:

Barry+MC+Kelvey How do I update to the latest version?

---

Hi @pedro_n_f_c 

There's no way to update to the latest version manually. Unfortunately you just have to be patient, and wait until Sky pushes the update to your Sky Stream Puck.

The rollout of Software Versions, seems very odd/random.

Barry 🙂

[Xoj]

How do we get a resolution to this? If I force a software download on the puck thats on 38  it downloads a version of 37 and then overnight puts it back to 38. My 2nd puck thats never had 38 on it remains on 37 thankfully as thats far less glitchy than the other but still has glitches. My 3rd puck remains boxed as Im reluctant to swap it out for the version 38 one cos I think it will do a download overnight and goodness knows what problems I'll end up with. 

[papamolio]

I have exactly the same problem.

I have 3 pucks, all the same hardware that I got at the same time.

One is on 37, one is on 40 and one is on 38 which is so buggy.

the 38 one slows down and speeds up video and audio, it turns on subtitles by itself,  it takes ages to turn on, the menu slows down so much it stops responding at all, etc..

After calling support they got me to force the latest software but holding the button underneath while power cycling.  All that did was put it back to 37 and then it upgraded itself to 38 again and is buggy again.

The puck that is version 40 was hard wired on ethernet so I have swapped the 38 one with the 40 one in the hope it will update 40.

Is there anyway to get Sky to allocate 40 to my other 2 pucks so they will update, or do we just have to wait for months? for it to get fixed 😞

[Barry+Mc+Kelvey]

---

@papamolio wrote:

I have exactly the same problem.

I have 3 pucks, all the same hardware that I got at the same time.

One is on 37, one is on 40 and one is on 38 which is so buggy.

the 38 one slows down and speeds up video and audio, it turns on subtitles by itself,  it takes ages to turn on, the menu slows down so much it stops responding at all, etc..

After calling support they got me to force the latest software but holding the button underneath while power cycling.  All that did was put it back to 37 and then it upgraded itself to 38 again and is buggy again.

The puck that is version 40 was hard wired on ethernet so I have swapped the 38 one with the 40 one in the hope it will update 40.

Is there anyway to get Sky to allocate 40 to my other 2 pucks so they will update, or do we just have to wait for months? for it to get fixed 😞

---

Hi @papamolio 

I dont think connecting an ethernet cable to your QS038 Sky Stream Puck, will upgrade it to QS040.

All of my Sky Stream Pucks are connected via Ethernet, only one is on QS040, the others are of QS037. 

Hopefully when the Sky Stream Pucks with QS037 update, they update to QS040 and bypass QS038. It should a right nightmare.

Barry 🙂

[endcliffe]

Update here: I'm no longer so sure it's wholly a build version issue.  As I also have three pucks, but the issue seems to be happening only with the one connected to the main TV (the other two are in bedrooms), I swapped out one of the bedroom pucks with build version 37 for the main one ('v2' puck with grey power lead) which is on build version 40 (and still suffering the same drop out issues). Tried it connected via ethernet and via wifi: same thing happened.

Amongst several oddities, the newer 'v2' puck sometimes reports 'poor connection' on the service checker via the Sky app, but it seems to be pretty random - and makes no difference whether it's connected by ethernet or by wifi. When speaking to someone at Sky, they suggested it must be a connection issue, so asked me to swap out the ethernet cable. Did that and no difference. I have fibre optic symmetrical broadband at 500 Mbps, and the wifi speed check via Netflix is 200+ Mbps. I have a host of other connected bits of kit in the house, including a reasonably high-end hi-fi, and none of them has ever had any kind of connection problem in years.

Another oddity is that the issue seems to happen only when watching something being streamed 'live' via the Sky servers: I can watch things on Netflix, Apple TV or on Disney+, and they all seem to play perfeclty with no glitches or drop outs. 

I've tried moving the position of the puck, to see if it is to do with interference, but that seems to make no difference either. One significant difference between the main TV and the bedroom pucks is that the former is plugged into an Arcam AVR21. For several months, I had a puck connected directly to the AVR and from there to the TV (LG OLED) and it worked seamlessly. Then when the drop outs started a few weeks back, I contacted Sky and they replaced the original puck with a 'v2' one. With the new puck, connecting it direclty to the AVR was hopeless: constant drop outs and crashing. So I then connected direct to the TV and fed back to the AVR via passthrough. That was much better, but still suffers from the random losses of sound and occasional very brief loss of picture.

So, current thinking, I suspect there is probably an issue with either the live stream being fed by the Sky servers and/or the quality of the internet module in the puck, causing it to suffer from occasional blips; I also suspect the HDMI signal path may play some kind of role - even though I have HDMI 2.1 on both the Arcam and the LG and high-quality interconnects. Next step is to try a CEC blocker to see if that makes any difference - will report back.

[endcliffe]

Fwiw, and in case of any interest to anyone, I tried a Bluerigger CEC blocker connected to the puck. It worked to stop CEC functions, as you'd expect, but made not a jot of difference to the drop outs in sound and picture. To be fair, the drop outs have been less frequent over last couple of days, but are still happening (three or four per evening roughly when watching channels being directly streamed from Sky servers). Bit stumped about what to try next...

[papamolio]

I've just forced an update on mine and finally got a newer version

QS040.029.00P

fingers crossed it makes it usable

[Barry+Mc+Kelvey]

---

@papamolio wrote:

I've just forced an update on mine and finally got a newer version

QS040.029.00P

fingers crossed it makes it usable

---

Hi @papamolio 

How did you force an update? Isn't there a chance that your Sky Stream Puck will revert to QS038?

Thanks in Advance 

Barry 🙂

[papamolio]

I did the thing where you hold the underneath power button as you turn it on. The previous times I've done it it went to 37, then upgraded to 38.

Last night it was unusable so I did a reset this morning and it went straight to 40.

so v40 must have been allocated to my h/w at some point.

I have no idea why Sky allocates latest s/w in waves.

I'll check my other picks later to see what they are at.

[pedro_n_f_c]

papamolio

How did you upgrade to version 40?

[MarkGoldsmith]

---

@papamolio wrote:

I have no idea why Sky allocates latest s/w in waves.

---

Its a common practise within the software industry to gradually roll out upgrades to waves of customers. That way it allows them to easily identify any bugs or problems which crop up with new software changes without causing these issues for 100% of the user base.

Most companies will be as risk averse as possible and this process is how they lower the risk with software changes.

[MarkGoldsmith]

---

@pedro_n_f_c wrote:

papamolio

How did you upgrade to version 40?

---

You can't.

Sky control which pucks will be running which software version, so your puck will only update when Sky have choosen to roll out that software version to your device.

[Barry+Mc+Kelvey]

---

@MarkGoldsmith wrote:

---

@pedro_n_f_c wrote:

papamolio

How did you upgrade to version 40?

---

You can't.

Sky control which pucks will be running which software version, so your puck will only update when Sky have choosen to roll out that software version to your device.

---

Hi @MarkGoldsmith 

Is that why people see their software rollback, if they try to force an update?

Thanks

Barry 🙂

[MarkGoldsmith]

---

@Barry+Mc+Kelvey wrote:

---

@MarkGoldsmith wrote:

---

@pedro_n_f_c wrote:

papamolio

How did you upgrade to version 40?

---

You can't.

Sky control which pucks will be running which software version, so your puck will only update when Sky have choosen to roll out that software version to your device.

---

Hi @MarkGoldsmith 

Is that why people see their software rollback, if they try to force an update?

Thanks

Barry 🙂

---

Well if Sky for whatever reason see a problem in a release and decide to roll it back, then the next time the software checks for an update overnight ( or if forceibly done by a user) it would roll back to whichever version Sky have set for that unit.