Freezing still happening

[lettice]

When a thread is moved by a Superuser, it does for a short time have a placeholder on the original thread, that it has been moved and the original will then be placed  into a locked state.

In some cases, as I did today there will be a mention tag of a move. Not something we do all the time, like in busy times, of course 😀

Also, your profile will show a list of your recent threads, if you wish to review them and have mislaid one, from a move or forgot where you posted it.

I use mine  via the profile a lot, to keep a track of posts and threads I'm most following.

[Super+Anthony]

Thank you, very helpful @lettice 

[lettice]

Back to the thread.

When you are getting these black screens or freezing:

1. Is it just live TV?

2. Only certain channels?I notice you use the live sync channels a lot. Perhaps refrain from using that for a few days and see if it helps.

I do notice live sync does add a few Mbps to my local network.

3.Try each morning for a week, doing a restart of your puck, before any viewing.

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.

4.When you get your next freeze or black screen, use voice ( do not go through the menus to launch it) and say ' Netflix'.

Scroll down the left menu to Get help.
Choose Check Network.
Make a note of the speed?

[Parsedave]

It seems from the posts here that the mail issue is with live TV. My findings appear to be showing the same. Amazon Prime is fine on the same connection, live TV is not. To me this implies the hardware is basically ok. I have tried both Ethernet and WIFI.

Answered: Re: My sky stream constantly cuts out | Sky Community

Could it be that sky's underlying content delivery network is not capable of servicing the requests they are receiving.

I think I will be going for the cancellation as someone else said - this is not fit for purpose. I bought the 2 pucks I have for live TV.

It may be their underlying infrastructure and not the hardware. Different results at different times of the day would point to it being something like this.

It would be nice if they would be honest with their customers if this is the case

[Parsedave]

So, I happened to be awake veryearly this morning so put BBC news on the sky stream

It was just about watchable between 04:00 and 05:00 but the deterioration had began as 05:00 approached where I saw

frozen video with sound

video with no sound

out of sync video and sound

at one point I even saw fast video as if it was trying to catch up - not seen that before

To me it points at the capacity of Sky's CDN

Why could some watch live TV with no issue?

Maybe this is a regional/geographic thing

I know very little about how CDN's work to deliver content

Anyone else know?

[Super+Anthony]

I spoke to a very helpful Sky member yesterday and the individual positively is going to talk to the appropriate team about all the issues we are having e.g. freezing etc. Let's hope this could lead to something. Maybe a new enhanced puck, let's be positive. I think the person took on board why it's not the ISP or network

[Jporch316]

@Parsedave 

Which ISP are you with ?

[Parsedave]

Virgin 150Mbs connection

[Parsedave]

@Jporch316

I should also add - I use the virgin router as a modem and have a watchguard firebox as my firewall

I have tried adding a rule for no content checking for the sky stream though fireboxes have one of the highest data throughputs in their class - the rule made no difference but I could see the rule was being applied

All of the traffic from the sky stream is HTTP and DNS only - no HTTPS traffic was seen

When using Wifi I have Ubiquiti AP's

Most recent testing has been using Ethernet

[Jporch316]

@Parsedave 

In also have virgin and have no issues at all.

what happens if you enable Wi-Fi Directly from your virgin router and disable the firewall. 

[Parsedave]

@Jporch316 

Its not practical to do that as I work from home

As I said I am using Ethernet. I just provided the WIFI information so you knew the type of kit I have

I stream media most of the day either ehternet of WIFI over the same network

The issue is only with live TV via the Sky Stream

If I watch Amazon Prime from the sky stream its plays with no issues

The service was nearly useable at stupid o'clock theis morning but deteriorates when there are likely to be more people around and using sky stream devices

This is why I beleive it to be the sky CDN.

[Jporch316]

---

@Parsedave wrote:

@Jporch316 

Its not practical to do that as I work from home

As I said I am using Ethernet. I just provided the WIFI information so you knew the type of kit I have

I stream media most of the day either ehternet of WIFI over the same network

The issue is only with live TV via the Sky Stream

If I watch Amazon Prime from the sky stream its plays with no issues

The service was nearly useable at stupid o'clock theis morning but deteriorates when there are likely to be more people around and using sky stream devices

This is why I beleive it to be the sky CDN.

---

Unlikely to be a sky issue or there would be a lot more forum chatter ...... normally issues like these are to do with the individual network environment eg speed interference or wifi stability. In your particular case you have more variables within your internal environment..... personally I would be looking at the firewall as being the issue. It maybe the case that the network otherwise functions fine for all other devices. The sky stream ecosystem is a little different to other devices and doesn't hold a buffer  to combat network interruptions. 

as I stated one way to find out for sure is to remove all of the variables in your network that could be affecting your stream for troubleshooting 

[Parsedave]

I'll see if I can find a way to try this without disrupting my work environment

[Super+Anthony]

Am afraid it is an issue to do with Sky. If it was mine or others, then we would have issues with our our WiFi machines. Everything works really well and have speeds 500mbps and have had my network tested by the ISP and is all fine. There are loads of customers on here having the same issues.

 Hopefully Sky will bring out an enhanced puck soon

[DantheSwan]

Being asked to restart the puck every single morning is ridiculous and I'm certainly not entertaining that as a fix

Will you be asking us to look up TV listings elsewhere when the built in TV guide stops working ? 

The levels of acceptance and defeat shown by a lot on here is the exact reason Sky are getting away with providing a sub standard service on a Puck that cannot handle that service

My TVs processor is faster and way way more responsive than the Sky Puck has ever been

I should have some very good news for most on here soon anyway but until it's finalised I shall remain silent