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Discussion topic: Challenge channel freezing after an ad-break

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This message was authored by Kelsingra This message was authored by: Kelsingra

Re: Challenge channel freezing after an ad-break

Posted by a Sky employee

Hey all,

 

Thank you for letting us know about this issue, our Specialist Team is working on it.

 

It would be a big help for us if you could provide the following information:

  1. When does it happen (exact time)?
  2. Which advert is running when it happens?

We would really appreciate if you could give us these information 🙂

 

Thanks,

Fanni
Community Moderator
This message was authored by Shaund1980 This message was authored by: Shaund1980

Re: Challenge channel freezing after an ad-break

It only happens when a sky advert comes on normal adverts are fine and I only watch the channel from 8pm till 6am and that's the time it happens for me 

This message was authored by Annoyed+4567 This message was authored by: Annoyed+4567

Re: Challenge channel freezing after an ad-break

It happens on any Sky related advert and a green banner appears at the top of the screen. I've only noticed it on the Challenge channel (159) and it happens in the evening and early morning. Interestingly enough the freezing hasn't happened for the past 2 days, but the green banner still appears on Sky adverts.

Tonywear
Topic Author
This message was authored by Tonywear This message was authored by: Tonywear

Re: Challenge channel freezing after an ad-break

Hi thank you for getting back to me but the issue has been resolved. Apparently there has been a firmware update and the freezing has now stopped. There is still an issue with green screen and picture breakup when sky adds are on but I can live with that. 

 

This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Challenge channel freezing after an ad-break

Posted by a Superuser, not a Sky employee. Find out more

@Kelsingra i know i was seeing the issue when it was first reported in this thread, and in fact i was getting it seemingly in every ad break. However since my puck was updated to QS25 I've retested a couple of times and I've not seen any freezing. 



Sky Stream user. Former Sky+ HD and Sky Broadband customer
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NOT a Sky Employee

This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Challenge channel freezing after an ad-break

Posted by a Superuser, not a Sky employee. Find out more

@Tonywear wrote:

Hi thank you for getting back to me but the issue has been resolved. Apparently there has been a firmware update and the freezing has now stopped. There is still an issue with green screen and picture breakup when sky adds are on but I can live with that. 

 


@Tonywear what software version is showing as being installed on your stream puck?

 

I know that since my software version updated i've not seen the issue on Challenge, which could just be a coincidence.



Sky Stream user. Former Sky+ HD and Sky Broadband customer
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NOT a Sky Employee

This message was authored by Elise5 This message was authored by: Elise5

Re: Challenge channel freezing after an ad-break

Alot of people are saying a software update has resolved the issue. How do I perform a software update please? My system says its on version QS024.

This message was authored by Billyj1945-28 This message was authored by: Billyj1945-28

Re: Challenge channel freezing after an ad-break

After a heated discussion with Sky they sent us a Booster and at the minute the problem has gone away

This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Challenge channel freezing after an ad-break

Posted by a Superuser, not a Sky employee. Find out more

@Elise5 wrote:

Alot of people are saying a software update has resolved the issue. How do I perform a software update please? My system says its on version QS024.


You can't. Software updates are rolled out in batches so you have to wait for your device to be included in a batch.



Sky Stream user. Former Sky+ HD and Sky Broadband customer
Please LIKE any responses you found helpful
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NOT a Sky Employee

This message was authored by Kelsingra This message was authored by: Kelsingra Answer

Re: Challenge channel freezing after an ad-break

Posted by a Sky employee

Hey all,

 

Thank you for all the answers! 🙂

 

I am glad to see that the update seems to resolve the problem. The latest update finishes rolling out today. Please keep monitoring the issue and keep me updated! 

 

Thanks,

 

Fanni
Community Moderator
This message was authored by gszab1 This message was authored by: gszab1

Re: Challenge channel freezing after an ad-break

Still no QS25 on my box. Tried to unplug it but no luck.

This message was authored by tgransden This message was authored by: tgransden

Re: Challenge channel freezing after an ad-break

Thank you, how do we get the update as I'm still on QS024?

This message was authored by Annoyed+4567 This message was authored by: Annoyed+4567

Re: Challenge channel freezing after an ad-break

The issue has started again and my puck froze 5 minutes ago when the Sky Cinema advert was shown on Chanbel 159. I'm still on Build Version QS024.012.00P. 

This message was authored by tgransden This message was authored by: tgransden

Re: Challenge channel freezing after an ad-break

@Kelsingra has the update finished rolling out, as my box is still on QS024.012.00P so just wondering how to get the latest one? 

This message was authored by Elise5 This message was authored by: Elise5

Re: Challenge channel freezing after an ad-break

Me too. No update. Mine is still on QS024 

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