Error Message on Sky TV when turning on

[Cruiseinvestor]

For about the past three weeks every time I turn my Sky TV on via the puck an error message appears on the screen which disappears once I press home and go to the required channel.

The message reads "Sorry, because of a technical issue you're currently experiencing a limited service. Please be assured that we are working to to fix the problem".

The only issue I seem to have (which predates this message) is the irregular occasions when the picture freezes, the sound goes out of cink or the screen just goes blank apart from the message "please wait for your programme to load" Sometimes this only lasts a few seconds, but on other occasions I have to disconnect the puck briefly and basically reboot the system. Not sure if this has anything to do with the message mentioned above, but any suggestions would be appreciated. Oh. I should add that I have two Sky pucks, both about the same distance from the router but only one TV seems to play up. Possibily, this may have something to do with the fact that one is only separared from the Server by a plasterboard stud wall, but the other is in an extension  beyond  the houses' original brick outer wall!

Kind regards

Cruiseinvestor 

[lettice]

Having good broadband is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.
From your description above, you may be suffering some kind of intermittent connection issue at times with one of your pucks.

Best way to test is via a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests.

Recommended minimum broadband speed of 25Mbps. Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD. Using the Sky Sports live sync option can add on a few more Mbps per puck also.

Also, it may be suffering from interference,, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in-home displays, microwaves and the like.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving is OFF.

More information like the above on the Sky FAQ help pages like here from page three;
https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-....

The lip sync issue is a known issue, that Sky have released a firmware through this month or so to fix.

Details here:

https://helpforum.sky.com/t5/Sky-Stream/Lip-Sync-issues-Sky-Stream/m-p/4890187#M44225

Rather than a power reboot of the puck, 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

[Simon+F]

I've been seeing this a few times as well over the last few weeks.  I also see the other issues with lipsync and programme loading.  Don't think it is anything to do with the network (Broadband or Wifi) as they are both very strong in my house.  

Just another issue with the Sky service.

[Cruiseinvestor]

Hi. Many thanks for your coprehensive and helpful reply. sure your recommendations will make a difference.

C