Challenge channel freezing after an ad-break

[Kelsingra]

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,

[Shaund1980]

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 

[Annoyed+4567]

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]

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. 

[MarkGoldsmith]

@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. 

[MarkGoldsmith]

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@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. 

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@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.

[Elise5]

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.

[Billyj1945-28]

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

[MarkGoldsmith]

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@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.

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

[Kelsingra · Accepted solution]

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,

[gszab1]

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

[tgransden]

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

[Annoyed+4567]

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. 

[tgransden]

@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? 

[Elise5]

Me too. No update. Mine is still on QS024