Playlist contents disappeared and ‘Continue Watching’ not showing

[Sussex-Stitcher]

The contents of my playlist has been awol for the past four days and it is completely empty.  Each day I check for it's return but there has been no change.  I even tried to save a couple of extra new shows but the following day these had also disappeared.

Additionally, my 'continue watching' section does not show programmes that I have been watching recently (and where there are episodes still to view).

I have rebooted the puck through the settings menu and also run 'update apps', but neither of these steps have made the smallest difference.  Any recommendations?

[Kandy291Jack]

Hello!

It sounds like a frustrating issue with your Sky Glass or Sky Stream playlist and "continue watching" features. Since you've already tried rebooting the puck and updating the apps without success, the problem is likely on Sky's end. This is a known issue that sometimes happens with their server-side services. In many cases, the content isn't lost but will reappear once Sky has fixed the glitch. As a temporary workaround, try navigating to the "Manage all" section within your playlist. Some users have reported that their shows are still accessible there, even when they're not showing up on the main playlist rails.

[martino1]

Hi

Did this eventually come back?  Mine disappeared a couple of days ago. I gave up waiting and added all the shows back in.  Today, they've all now disappeared!

[Jporch316]

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@martino1 wrote:

Hi

Did this eventually come back?  Mine disappeared a couple of days ago. I gave up waiting and added all the shows back in.  Today, they've all now disappeared!

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Other users have reported that having too many shows in your playlist can make it disappear 

try going into playlists then manage all and deleting some of the playlisted shows 

[ChrisBarnes1981]

Hi everyone, this is a bit long winded but please read and bear with me... the feedback from sky is in here....

For the last 2-3 days I have had random issues with my live tv where it has suddenly stopped mid-stream on a live channel and then giving me the error trying to load your channel (or something along that line), My playlists have been randomly dissapearing (I have my main plus 2 others) and the box has been generally slow when opening menus etc.

I called sky to ask if they knew why this was the issue and they ran me through a series of checks (i'll tell you these anyway incase you want to try them yourself):

-unplug box and then press and hold power button while plugging in the box, this makes the box go into full recovery mode and forces a software update an reboot.

When i did this it did make me rest my pin number etc. as it said it didnt recognise my pin, the advisor told me this is sometimes a common issue and i had to go to forgot pin to reset my pin number back to normal again.

It took ages to recognise my account number and that i even had a sky account, i had to actually unplug the box and leave power off 3 minutes then go back in again.  it gave me an error saying it didnt recognise my account but after a while i pressed the home button and it was all there and working again.

I was then asked to go into settings and refresh apps (no live tv channels were showing), and this sorted my live tv channels.  My playlists were all still missing but after a few minutes I rebooted the box and after a few minutes again the main playlist returned, however my 2 additional playlists had not yet returned.   if you click on manage all below you will see all your playlist items from all playlists you might have had setup (in my case all items from all of my 3 playlists)  All my apps have remained logged in as they were prior to all of this starting.

I finally restarted the box once more after about 15 minutes and now all of my playlists have reappeared correctly.

Anyway getting to Sky's feedback.  The advisor told me that over the last week she has had quite a few customers phone with exactly the same problems (live tv, playlists etc.) and that she has now raised an issue to the back office reporting the issue as she believes this is not an isolated case.  I also told her i have been having issues with lip sync and she said now i have done this the issues with that should be sorted, which granted they actually have stopped (for now). I previously had to set my lip sync delay to the maximum 200ms.

The advisor has told me she will ring me back in a weeks time and if my issues still persist she is goign to issue me a new box, so im not sure whether they are commiting to this being. sky issue or a box issue?

For reference I am on software version QS036.021.01P

Hardware model IP061-ef (It would be interesting to know if anyone has one newer than this)

UI version 2.50.6

Sky OS 1.3

Hopefully this helps a few of you who may be suffering soem or all of these issues?  Up to now everything is working OK but i am goign to monitor over the next few days and will update if anything changes.

[ChrisBarnes1981]

OK an update...

Its all screwed up again, playlists randomly dissapearing, technical fault messages on screen, tv streams randomly stopping and showin technical fault messages.

Spoke to a Sky advisor online today and they are trying to tell me it is my router position despite it being hardwired, and has been in the same place for the last 12 months without any previous issues until the last 3 days.

Sky is a compeltely amateur outfit who really do not have an idea what they are doing!

[martino1]

Tried everything, only 2 shows in the playlist and removes them all after a few days. Now it's not remembering last watched position either!

[Sussex-Stitcher]

Sky support were useless.  A soft reset (partial reset talked through by their support team) corrected the playlist memory but had no impact on the loss of 'continue watching' and the programme progress.

They evelated it to the senior programming team who were going to look in to the back end and guaranteed a response within 48hrs.  7 days later and without any response, I called Sky and was told their only suggestion would be to 'try a factory reset'.  I completed this and regained the 'continue watching' facility and the programme progress, plus wasting a huge amount of time re-signing back in to all of my apps and resaving my playlist programmes.

One week later and my playlist contents disappeared yet again.  They haven't returned and further saved programmes disappear as soon as I restart the puck.  There is little point in my calling Sky again given their lack of interest in honouring the contracted service I have paid for to date.  Each call I have made has extended beyond 60 minutes each, and they have failed repeatedly to meet their agreed plan to resolve my puck's faults.  Good luck with your issues.  I hope you have better luck than I have had, although I very much doubt it if you are forced to contact Sky support direct..

NB. For context and in response to an earlier comment in this chain, I only had one playlist with probably 20 programmes in it so not massive.

[martino1]

Thanks for your feedback.  My contract expires shortly. If it doesn't get resolved soon I'm moving to Virgin as friends have it and at least it works more like Q did but without the dish.

[martino1]

....also I doubt it's a puck issue as we have 2 pucks and it's happened on both at the same time!  

[ChrisBarnes1981]

Check my last few posts.

im having exactly the same issues, seems to be a current sky issue 

[ChrisBarnes1981]

https://helpforum.sky.com/t5/Sky-Stream/Sky-live-tv-and-playlists-randomly-disappearing-or-stopping-...

[Wiggins123]

My playlist has disappeared hasn't come back how do I get it back

[KevNewMedia]

Hi Everyone

Thank you for reporting this problem and for tagging us @Jporch316 @Fothergill1 

We sincerely apologise for this issue and any inconvenience it's causing. We've escalated this problem to our support teams to investigate and as soon as we have more information, we'll let everyone know.

I'm going to mark this post as the current answer, so that everyone has the most up-to-date information.

[ChrisBarnes1981]

Mine keeps dissapearing and reappearing then coming back jumbled up and I keep getting technical errors on my streams