No text on app tiles

[BooMom]

I've been experiencing an issue on my Sky Stream home screen for about a week now. Occasionly, I loose the text on the app tiles, more paticularly the tile that's hilighted. All I have is a blue tile. When I try to click back onto 'continue watching' on the top banner, it will not open when the tile is blue. The only thing which resolves the issue is to reset the puck, but it's occurring 2 or 3 times a day now. Does anyone else have this problem, and if so is there a better way to resolve the issue? Thanks.

[Stephen+Mourton]

@BooMom   Have you tried an App refresh?  If not go to Settings and select System management, then Reset and you will see App refresh, click on that, it takes a few minutes but will automatically return you to the Home Screen.  Then see if that sorts it.

[lettice]

@BooMom 

A few customers I've noticed on Sky Stream and Sky Glass have being seeing similar last week or so.

Try a settings restart and see if that helps.

[BooMom]

Thank you.  I'll give it a try and let you know! 

[robert+done]

My Sky Pucks, i have 3 of them, are just the same. 

[BooMom]

Hi there

So I tried the app refresh as you suggested & it was fine for a couple of days but then the issue reoccurred on Friday & again yesterday! Thank you for your suggestion though, I appreciate your input. 

[lettice]

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@BooMom wrote:

Hi there

So I tried the app refresh as you suggested & it was fine for a couple of days but then the issue reoccurred on Friday & again yesterday! Thank you for your suggestion though, I appreciate your input. 

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@BooMom 

Would not reaaly expect an apps refresh to help at all with programme tiles within the Sky OS.

Assume you have done a Sky Stream Puck settings restart, that does do a cache cleanup for the OS.

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.

Might also be worth doing a broadband hub/router restart keeping the Sky Stream  puck in standby.

See, if that helps, for several days.

If not come back and we escalate to Sky for you.

[BooMom]

Hi Thanks for your reply. Had blue tiles half a dozen times today & it's driving me crazy! Have reset the device as you suggested (twice!) & it's still happening. 

🤬🤬🤬

[lettice]

@BooMom 

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[LJB-C]

Thanks @lettice for escalating this. We’ve sent @BooMom an invite to chat.

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

[BooMom]

Hi LJB-C

I responded to the online chat request regarding this issue but unfortunately when the Sky employee (Danielle) contacted me I wasn't in a position to begin what may have been a protracted discussion. We agreed I could pick up the chat today & now I can't get back onto it! Any suggestions? Thanks so much. 

[lettice]

@BooMom 

I've started a fresh escalation for you, as the previous one would have expired.

It does that after 48 hours, as below.

Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[BooMom]

Thanks lettice, I appreciate your reply. I was aware of the 48 hour window , but was assured it was fine to pick up the conversation today! 🥴 I'll look out for the email. Thanks again for your help. 🙂

[Jason-]

Hey @lettice, thanks for escalating this to us again. I'll send @BooMom an invite to continue our conversation. 

Thanks, Jason-

[BooMom]

Hi Jason

I had a chat conversation with a Sky employee earlier today. (Heather) She was very helpful & made several suggestions to correct the issue, reassuring me that if the problem reoccurred I could recommence the conversation. However, less than an hour after terminating the chat, guess what? Yep, blue tiles, no text again. Not only that,  I cannot reopen the chat despite being well within the 48 hour response time. I have photographic evidence of this problem but don't know if I can upload it to this forum. This is driving me mad! 😱😱😱😱😱