Incompatible Samsung tv and sky stream

[Incompatible25]

Hi

Hoping someone can help - recently bought a Samsung tv - h5000

Ever since I bought it I can't connect to sky stream - had a sharp tv before and had no issues at all, now all I see is a blurry screen 

thought it was the puck first of all and sky sent me out 2 different pucks and still same issue, also sent me out WiFi booster but still same issue - sky basically said issue with tv - brought tv back and explained issue , they exchanged tv to same model and said if if happens again it is a sky issue but sky says it's a tv issue - any help greatly appreciated:0)

[GD1]

@Incompatible25  What exactly is happening as you've not provided any detials other then it won't connect, for the community to help we need to know exactly what is happening when you connect the puck to one of the HDMI inputs?

[Incompatible25]

Sorry that bit might help - all I get is a blurry screen 

 

[Incompatible25]

Have done all the resets and nothing seems to work - tried the puck with a different tv and it works fine

[GD1]

@Incompatible25  Have you tried a different input?  A different HDMI cable?

In the Samsung TV settings does it have HDMI UHD Color (normally found in the Settings - External device Manager) set to on or off for the relevant input?

[Incompatible25]

Tried chafing the cables out but it doesn't make any difference

All there is under external device manager is

anynet + (hdmi-csc)

input device manager

device connection manager

[GD1]

@Incompatible25  Do you have any other external devices such as Bluray/DVD Player to test on that input?

[Incompatible25]

Yeah it's a Samsung dvd player and works 

[GD1]

@Incompatible25  It would suggest a puck issue rather than a TV  issue, best to call Sky back and hopefully you'll get an adviser who can be more helpful.

Given you had 2 sets and the same thing thing happens when plugging in the puck it seems to rule out a TV issue.

[Jo+Hugz]

I'm having the exact same issue with the same model. It's driving me nuts! Help needed. New TV and new puck. New puck works on old TV. Old puck works on old TV and not on new TV. Bought new HDMI cables, did all the recommend resets. I'm sure there is a compatibility issues but can't find a fix.

[Dazzasky]

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@Jo+Hugz wrote:

I'm having the exact same issue with the same model. It's driving me nuts! Help needed. New TV and new puck. New puck works on old TV. Old puck works on old TV and not on new TV. Bought new HDMI cables, did all the recommend resets. I'm sure there is a compatibility issues but can't find a fix.

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If it's the same tv as the original poster then it will only support HD @720p and HDR. I'm not sure how you can change the resolution on the puck because it ships in 1080p. @Jo+Hugz Basically the TV is not fit for purpose. 

[Jo+Hugz]

I've returned the TV and bought a 4K. Hopefully this will work 🙏 

[Dazzasky]

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@Jo+Hugz wrote:

I've returned the TV and bought a 4K. Hopefully this will work 🙏 

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It should work fine now @Jo+Hugz 

[Sandyuk1]

I bought a Samsung 32 Inch UE32H5020FK Smart HD Ready HDR LED TV and spent 2 to 3 hours talking to sky and samsung to try and get it working. All I'm seeing is blurry lines. Hoping time text tv I buy today won't give me so much drama.  Not exactly my idea of a day off 😭

[BenJoBanjo]

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@Sandyuk1 wrote:

I bought a Samsung 32 Inch UE32H5020FK Smart HD Ready HDR LED TV and spent 2 to 3 hours talking to sky and samsung to try and get it working. All I'm seeing is blurry lines. Hoping time text tv I buy today won't give me so much drama.  Not exactly my idea of a day off 😭

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 It's because you've bought a very low resolution TV and are trying to connect it to a streaming device which defaults to a higher resolution. 

Your new TV is only capable of outputting HD at 1,366 x 768 pixels. 

Sky Stream outputs by default in full HD at 1920 x 1080 pixels but can also output 3840 x 2160 for UHD resolution. 

You'll need to try and change the video output of the Sky Stream puck to 720P if you're to have any hope of getting it to work. You may need to connect it to a higher resolution TV first of all in order to change the video output to 720P then unplug it and connect it to your TV.