Equipment faults - Sky App.

[JazTheTim]

 

as in the photos, Sky seem to think I have an equipment fault. 
it appears to be working ok, but that error has me slightly nervous. 
Should  I do anything ?

 

[Angel_Aka]

@JazTheTim 

If everything's working then I wouldn't worry. Perhaps give your puck a reboot if you're concerned - turn it off at the wall for 10 minutes, let it cool down, then power it back on and see if you still get the fault message. 

[JazTheTim]

Yup.  Should have said I did that. 
no change. 

[Dazzasky]

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@JazTheTim wrote:

 

as in the photos, Sky seem to think I have an equipment fault. 
it appears to be working ok, but that error has me slightly nervous. 
Should  I do anything ?

 

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You only need to worry if the puck stops working as expected, I get this all the time @JazTheTim 

[lettice]

Seems odd, we have seen this before in the past.

Assume that from what you say that no major issue is occurring with your Sky Stream.

First, log out of your MySky account in the app or online and log back in again.

This can cure it.

If not do the following;

Put your Sky Stream puck into standby.

Restart your broadband hub/ router.

When your broadband router/ hub is back up, power up the Sky Stream puck with the remote home button, not the remote power button.

Then straight away do a 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.

Play a live linear channel like Sky News for about five minutes or so.

Then log back into your Mysky account and see if it is ok.

[JazTheTim]

Thanks @Dazzasky 

[JazTheTim]

@lettice I'll try this. 

[JazTheTim]

This didn't work. 
still have the errors showing on the my sky app. 

seems to be working ok, apart from hanging on a blue screen saying please wait...

The main Home Screen loads when I press home button on remote

[lettice · Accepted solution]

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@JazTheTim wrote:

This didn't work. 
still have the errors showing on the my sky app. 

seems to be working ok, apart from hanging on a blue screen saying please wait...

The main Home Screen loads when I press home button on remote

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Ok thanks for trying.

That procedure has helped reset the back end check in the past, when it seemed stuck.

If it's hanging on a blue screen with the please wait message regularly, that shows your not connecting as well as it should.

Signs of poor connection issues are that please wait occurring regularly and any kind of lag through the menus, then for even poorer connection issues will lead to freezing, which it seems the freezing you are not suffering from.

In my two years of having Sky Stream for my two pucks have rarely got the Please wait message, in fact have not seen that message for many many months.

Must admit I have never seen any failure reported in my MySky and do check fairly often.
Except once, a good year and more back when Sky had a major outage on their steaming platform that affected all customers.

That backend check that is presented in MySky is run automatically many times a day and not just when you are within MySky and manually run the service checker on your Sky products.

If you like, we can escalate this to Sky via the Sky community escalation team, they will be able to look deeper I expect into why it's reporting this.

[Dazzasky]

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@JazTheTim wrote:

This didn't work. 
still have the errors showing on the my sky app. 

seems to be working ok, apart from hanging on a blue screen saying please wait...

The main Home Screen loads when I press home button on remote

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This is exactly the same that happens to mine as well, as I said if you can still watch without issue then don't worry about it. It rights itself sooner or later. @JazTheTim 

[JazTheTim]

After all the attempts last night the issue now seems to have resolved today, the my sky app is showing all ok. 

Thanks to all 

[lettice]

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@JazTheTim wrote:

After all the attempts last night the issue now seems to have resolved today, the my sky app is showing all ok. 

Thanks to all 

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Good to hear.

Sounds like it took a little time to work its way through.

Hopefully it will stay that way for you going forwards. If not let us know.