Netflix won’t open on Sky stream

[95JGCG]

For a couple of weeks now we've had an issue with being able to open the Netflix app on our Sky stream puck. You open the app and it goes to the profiles page on Netflix and then immediately closing back to the sky stream home page. I've been in touch with Sky tech, they had no idea, tried all the usual fixes, we've refreshed the app, reset the box, power cycles, even factory reset and nothing has worked. I managed to finally get a hold of Netflix (practically impossible) who basically also had no idea, got no answers, and said they would escalate the case meaning someone somewhere would potentially look at the issue but they weren't actually going to help me directly. So now here I am asking for help from the community. Just for reference all the other app on the stream work perfectly - disney, prime, discovery, iplayer, all work fine with no issues. Also I force logged out off all devices on Netflix via my phone and the app on stream doesn't recognise that it has been logged out either so I feel like there is a massive software issue somewhere. 

unfortunately I can no longer seem to get a hold of Netflix again to seek further help so I'm pretty much stuck with what to do next. 

[Stephen+Mourton]

It is a real puzzler @95JGCG.  You seem to have tried everything that most on here would suggest.  Have you tried going into Netflix via Netflix program shown on the Home Screen rather than via the app direct, if so does the same thing happen?

I'm clutching at straws here, but try doing an app refresh before going to bed or before going out for sometime.  I say this because it tells you on screen the apps are being refreshed but then after a while takes you back to the Home Screen and most assume it has finished, but as I understand it it carries on in the background for quite some time.  So perhaps then try it the next day with also a Restart from Settings.   I know all the other apps are working so your set up must be ok but if you connect by Wi-Fi make sure your router has a direct line of sight to the puck and that the router is not near a window or mirror, and both the router and the puck do not have objects near them of any kind.  This can all effect the connection.

Like I said clutching at straws but worth trying.  I hope you sort it.

[Jporch316]

Hi @95JGCG 

@I have escalated your post to the online sky community support team 

please lookout for an invitation to chat with them 

[95JGCG]

Thank you 

[95JGCG]

Yes unfortunately any way you enter into the Netflix app, from the icon, a programme, continue watching, voice control, all has the same outcome and I've tried hotspotting my phone to the puck instead of our wifi to see if anything changes but again we had the same issue! 

I think it's probably some kind of software issue with Netflix but even they seem baffled! 

[Addie15]

Thanks for escalating this. We’ve sent @95JGCG an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[StaphiStopher]

I'm having exactly the same problem. Nothing I've tried - all the same processes as OP - fixes it.  Is there any update?

[Jporch316]

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@StaphiStopher wrote:

I'm having exactly the same problem. Nothing I've tried - all the same processes as OP - fixes it.  Is there any update?

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Hi @StaphiStopher 

I have escalated your post to the online sky community team ..... please look out for an invitation to chat with them .... 

link below explains the process in more details 

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Tom-W19]

Thanks for escalating. We've sent an invite to @StaphiStopher.

[Csrekus]

I have the exact same problem. I have been trying to sign in and did all the above, but haven't been able to even get a log in page up since joined. Can I also have some support with this please? Thank you 

[GD1]

@Csrekus  You will need to call Sky as the messaging service is currently offline.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

[SKY1992bf]

@Csrekus

You can contact sky via sky assistant or social media using the options on the link below

If in ROI using the same link change the flag in bottom right hand corner and refresh the link before choosing an option

https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295#M1014

or if you still wish to call and have sky mobile/talk call 150 Calls to Sky Customer Services from your Sky Talk landline phone or a Sky mobile are free

The start will be automated which may try to send you here to the forum or suggest you receiving a text. Stay on the line as long as possible and don’t hang up. If necessary say nothing when the automated system asks you what your call is about as it should then route your call into a queue for the next available agent.

[Ejg31]

I am having this exact same problem. Tried all trouble shooting methods found online.

[Csrekus]

I've got a new puck, it wouldn't work on the other one. I got the new one and works perfectly. 

[AlasdairF]

I have the same problem, I have followed all the advice on the site but to no avail