Multiple Pucks & Continue watching

[carlg75]

I've had 4 pucks delivered and a shiney new Stream contract - but after 4 hours ( 2 hours of which are  on to tech support) I'm ready to send all of it back

In essence the issue I'm having is down to the continue watching - if i start watching something in the lounge then stop, when i go to the puck in the office the progress is not show so you have to start from the beginning again (it doesn't even know which episode you're up to). 

also if that original puck is powered off that also loses progress, and when it restarts there's no indication of which episode or how far through one.

this can't be right can it? tech support have told me that this is "normal" experience.

i've checked the "Sky Glass Product Analytics, Personal Recommendations & Profiling" and that's enabled - and playlists are syncing normally (without progress obviously!)

[carlg75]

just to also mention i've read of people having a "continue watching rail" - the only way i can see programmes to continue watching (one the puck i started it on) is to go into playlists (if i added the programme to a playlist) and go into the programme itself, or press left on the top rail on the homepage. 
there's no dedicated rail to continue watching anywhere on home page or in playlists - which again strikes me as odd.

[MarkGoldsmith · Accepted solution]

@carlg75 have you tried disabling "Sky Glass Product Analytics, Personal Recommendations & Profiling" for a couple of minutes, and then re-enabling.

I believe once its re-enabled it can take several days for the analytics to start working again, so its possible the continue watching rail may take another 48 hours to appear once you have disabled and re-enabled.

[carlg75]

thanks Mark - this is what's odd; it was never disabled. 

the thought did occur that maybe it would take 2 days for some reason to start working, but the sky people on the phone lines are adamant that you cannot continue watching across multiple pucks, and it is to be expected that progress is lost completely if a puck looses power... i can't get my head around that as a design feature!

[MarkGoldsmith]

In theory it should start working straight away and you shouldn't need to disable and re-enable it. However if something has broken in your account doing that MAY just fix it and restore the functionality to how it should work.

To be honest i'm surprised the Sky tech support didn't even suggest that as a troubleshooting step.

[carlg75]

Thanks - have tried & will wait to see what happens

i note you're a sky stream user - do you have multiple pucks and can you continue watching across them or are they standalone devices too?

is there a "continue watching" rail as such?

[MarkGoldsmith]

I've only got the one puck, however the Continue Watching rail should certainly exist.

It should be on the Home Screen and be 2 rails below the TV Guide rail. The rail in between will always be Sky trying to recommend and upsell other things, like the latest films from Sky Cinema, or sometimes full of upgrade offers and deals like Sky Kids free for 3 months type content

[lettice]

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@carlg75 wrote:

Thanks - have tried & will wait to see what happens

i note you're a sky stream user - do you have multiple pucks and can you continue watching across them or are they standalone devices too?

is there a "continue watching" rail as such?

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Not sure whats happening here.

I use continue watching many times a day along with the 'shared' across pucks playlists.

I have two pucks and immediately on either puck, I can use continue watching on linear tv ( I cuurently have in there for linear tv, drama, sky witness, sky crime, sky sports, great action, legend (x2) ) have viewed and also listed are these apps bbc iplayer, itvx, Apple tv+, discovery +, netflix (x2)

The one app that we know does not get added to the continue watching rail at all is Disney+, as they have not allowed Sky the option so far to do this. 

[carlg75]

Thanks @lettice 

this answers it nicely - the "tech support" team were adamant that there was no such thing as the the continue watching rail and functionality doesn't exist to sync progress across pucks, even when i highlighted how mad it would be to sync playlists but not play progress! 

[MarkGoldsmith]

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@carlg75 wrote:

Thanks @lettice 

this answers it nicely - the "tech support" team were adamant that there was no such thing as the the continue watching rail and functionality doesn't exist to sync progress across pucks, even when i highlighted how mad it would be to sync playlists but not play progress! 

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You unfortunately aren't the first and likely won't be the last to post on this forum that a Sky Customer Services agent told you incorrect information about a Sky product or process.

[carlg75]

@MarkGoldsmith  - sadly it was 3 of them in total!

[carlg75]

make that 4 sky specialists 😂

to be fair the 4th has said (after at first denying it does not exist again) that the continue watching bar may take 24 hours to appear, seems a bit of a shoddy IT system but fair enough - but then he rang me back specifically to tell me that viewing progress does not sync across multiple pucks (for any content), it's only the puck you originally watched it on. 

i give up....

[Astongooner]

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@lettice wrote:

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@carlg75 wrote:

Thanks - have tried & will wait to see what happens

i note you're a sky stream user - do you have multiple pucks and can you continue watching across them or are they standalone devices too?

is there a "continue watching" rail as such?

---

Not sure whats happening here.

I use continue watching many times a day along with the 'shared' across pucks playlists.

I have two pucks and immediately on either puck, I can use continue watching on linear tv ( I cuurently have in there for linear tv, drama, sky witness, sky crime, sky sports, great action, legend (x2) ) have viewed and also listed are these apps bbc iplayer, itvx, Apple tv+, discovery +, netflix (x2)

The one app that we know does not get added to the continue watching rail at all is Disney+, as they have not allowed Sky the option so far to do this. 

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Hi @lettice when you say linear tv in the continue watching rail what content do you mean.

[lettice]

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@Astongooner wrote:

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@lettice wrote:

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@carlg75 wrote:

Thanks - have tried & will wait to see what happens

i note you're a sky stream user - do you have multiple pucks and can you continue watching across them or are they standalone devices too?

is there a "continue watching" rail as such?

---

Not sure whats happening here.

I use continue watching many times a day along with the 'shared' across pucks playlists.

I have two pucks and immediately on either puck, I can use continue watching on linear tv ( I cuurently have in there for linear tv, drama, sky witness, sky crime, sky sports, great action, legend (x2) ) have viewed and also listed are these apps bbc iplayer, itvx, Apple tv+, discovery +, netflix (x2)

The one app that we know does not get added to the continue watching rail at all is Disney+, as they have not allowed Sky the option so far to do this. 

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Hi @lettice when you say linear tv in the continue watching rail what content do you mean.

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It can be added there for a number of reasons.

Example 1 = I went to a linear tv channel, let's say 156, Legend and hit Watch from start and watched a few minutes and excited that channel, it would appear in continue watching.

Example 2 = I cloud recorded ( added to playlist) a film on linear tv channel Great TV, watched some of it, but not finished, it would still show in continue watching, until I have watched to near the end.

Example 3 = I cloud recorded a series ( classic Eastenders I do for this every day on Drama), if I click on the playlist recordings and select one I have not watched and watch only some of an episode, it will show in continue watching, until I have watched that episode to near the end.

[Astongooner]

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@lettice wrote:

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@Astongooner wrote:

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@lettice wrote:

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@carlg75 wrote:

Thanks - have tried & will wait to see what happens

i note you're a sky stream user - do you have multiple pucks and can you continue watching across them or are they standalone devices too?

is there a "continue watching" rail as such?

---

Not sure whats happening here.

I use continue watching many times a day along with the 'shared' across pucks playlists.

I have two pucks and immediately on either puck, I can use continue watching on linear tv ( I cuurently have in there for linear tv, drama, sky witness, sky crime, sky sports, great action, legend (x2) ) have viewed and also listed are these apps bbc iplayer, itvx, Apple tv+, discovery +, netflix (x2)

The one app that we know does not get added to the continue watching rail at all is Disney+, as they have not allowed Sky the option so far to do this. 

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Hi @lettice when you say linear tv in the continue watching rail what content do you mean.

---

It can be added there for a number of reasons.

Example 1 = I went to a linear tv channel, let's say 156, Legend and hit Watch from start and watched a few minutes and excited that channel, it would appear in continue watching.

Example 2 = I cloud recorded ( added to playlist) a film on linear tv channel Great TV, watched some of it, but not finished, it would still show in continue watching, until I have watched to near the end.

Example 3 = I cloud recorded a series ( classic Eastenders I do for this every day on Drama), if I click on the playlist recordings and select one I have not watched and watch only some of an episode, it will show in continue watching, until I have watched that episode to near the end.

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Hi @lettice thanks for the quick reply I have experienced examples 2 & 3 but don't think I have ever had a watch from the start appear in the continue watching but only think I've used it via iPlayer app on bbc channels.  Something to experiment with.