Netflix App Doesn't Stopped Working On My Main Puck

[SkyK1600]

I swapped to Sky Stream about six months ago, and apart from getting used to no longer having recordings and the new interface coming from Sky + all has been good.

I have five Sky Stream Pucks around the house, two in bedrooms and three downstairs, and all have been working fine.

Then, about a week ago, my main Puck in my TV Room just wont access Netflix. All others are OK. If i try and "click" on something in a playlist that is in Netflix, it does nothing, and the clickig on hte NetFlix App does nothing.

I tried resetting the Apps - I can get into the App on the Puck to log out and in again. I tried going from UHD to SD and back, and I done a full reset of the Puck, re-installing the software etc.

I gues it is the Pucj that has a fault, but any other ideas?

[SkyK1600]

Oh - and voice controll packed up on this one some time ago.

[SkyK1600]

So just got of the phone with Sky Technical Support and went through everything again:

Turn it off and on again

Unplug for three minutes and plug back in again

Refresh your App and wait 24 hrs

Strange one was go to setting and push 1-0-0 and select? Wasn't that for Sky + boxes?

Ah well, I now have to wait 24hrs before I can phone them back again.

[lettice]

The voice response sometimes does drop, with just the message on screen, but no voice action. It's a known bug for some.

A settings restart normally restores that.

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.

On rarer occasions, when voice is not responding to you voice, a broadband router reboot helps.

If your voice remote is not displaying any message on screen, when pressing the voice button, try repairing your Sky Stream remote for that puck;

1. Press and hold 7 and 9 together for 3 seconds.
2. Press and hold 1 and 3 together for 3 seconds.
3. Wait until you see the 'Your remote is now connected' message and select Continue.

For your Netflix issue.

You could try the 'Reload Netflix' option under the left menu Get help section in Netflix.

That does some extra cache cleanup. You will probably need to log back into Netflix after doing so.

[SkyK1600]

Thanks Lettice, I appreciate the help.

I have tried reboots and complete restarts of all equipmqent, routers etc including a factory reset of the puck, but nothing seems to help on this one. I can't even get into Netflix to do a log out/log in or cache clear out. If I click the NetFlix App it does nothing for about 30 seconds and then says the App isn't avaiable. I have done multiple refreshes of Apps but nothing seems to clear it.

I have five pucks, and all of the others work fine, and this one did up to a week ago. Same Software versions on all of them.

[lettice]

Some other thoughts.

You could try going into your Netflix account online via a web browser and remove the faulty puck from the list of devices there.

Do not remove all devices, just the one that's failing. You should be able to see which one by last date/ time.

The date/time per device is not flagged immediately, it can take a few hours to populate.

After making the change, I'd wait a good hour before trying Netflix again and would do a Puck settings restart also before trying.

Have you tried swapping over the Puck with a working one.

Sounds daft, but the Netflix app on thatpuck may have lost or corrupted some kind of reference token.

[lettice]

Otherwise, think a call to Sky, perhaps mentioning all you have tried and done from here, getting them to send you a replacement Puck.

[SkyK1600]

Hi, and thanks for the suggetions.

I had to get the puck swapped out in the end and full service is restored. Very strange fault.

To Sky's credit, after we eventually agreed to swap it out the new puck turned up the next day and was swapped on the door step with no fuss. Unfortunately the wrong puck was removed from my account which was the "primary" and I couldn't activate the new one. About an hour on to someone in the technical helpine exentually fixed it.

All good now.