Puck freezing and crashing on Youtube

[Victornts]

Hi all,

I've got 4 pucks at home and one of them always freezes and crashes whenever I use the youtube app. Have tried everything, even hard resetting but still the same. Anyone knows what it might be? I know they run on the cloud, and none of the other 3 have this issue so it must be a hardware fault.

thanks

[Hunter2660]

Swap with one of your good pucks to see if the problem follows the puck, or the location.

[Victornts]

I did try that. I swapped with the one that is closest to the router, still the same. Everything else works, any channel including UHD, other apps like Netflix, Prime etc....youtube starts playing then after 2-3min it freezes and crashes the whole thing. The only way to make it work again is to power cycle.

[lettice]

Things to try, some you may have tried.

But, please try these again exactly as below in this order.

Do a Sky Stream Puck apps refresh;

1. Press Home on your Sky remote, then select Settings
2. Press System management then Resets and updates and finally Refresh apps.
3. You'll see a message that says, 'Your apps are being refreshed'.
4. Press Dismiss to return to normal viewing.
   The refresh can take up 24 hours to complete.

Perform a broadband router restart with the pucks in standby.

For the puck having issues, within YouTube, go to settings, and do a clear watch and search history.

Log out of the profile for YouTube and perform a puck settings restart.

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.

Try yiutube again, you will need to re login.

If the above still does not resolve the issue, try this:

Go into YouTube, sign out (if it's signed in), choose watch as guest, go to settings and do a reset app.

You can resign in after that is complete.

Once signed in, leave YouTube without playing anything.

Do another Puck settings restart as above and once the puck is back up, play a linear tv channel for five minutes before trying the YouTube app again.

[Victornts]

Hi @lettice , thank you for that! I did try it (except the clearing history as this would affect all my other devices) and so far all OK, will keep monitoring! 

[Victornts]

Ok, so maybe I spoke too soon :(.

@lettice , it worked for a bit longer than usual but it froze and crashed again, with the puck rebooting.

Did the other bit; I reset the youtube app, restarted the puck and put on BBC for 10 min. Then I went to youtube, signed in and put a live stream. It played for again about 10min and crashed.

It's funny that youtube is the only app it happens. Other than that the puck 'feels' ok, not laggy or anything. 

just to give a bit more details, it starts playing fine. Then the video starts to get a bit choppy, until it freezes and the audio carries on. Lastly the screen goes black and the puck resets.

[lettice]

Very odd.

That is good to hear everything else is working ok.

YouTube is not really much of a bandwidth hogger, but the rest working fine should really discount that.

There has not that I've noticed been many issues of late with the YouTube app Sky boxes.
Are all the Pucks on the same UI and and Build version? showing in the Pucks Settings>Systems Management

The UI version will be the most important around this, but check both.

Is the app version of the failing YouTube app, the same as on all the other Pucks?

[Victornts]

@lettice it is weird indeed.

I tried doing all those things again, but still crashing.

So I checked all pucks and as far as UI and youtube version they all run the same. Here are the full details;

Puck 1 (with youtube issue):

Sky OS: 1.3

Build version: QS037.045.00P

Hardware model: IP061-ef

UI 3.2.4

Platform version 8.1p45s1

Youtube version web_20250910_13_RC00

Puck 2:

All the same.

Puck 3:

All the same

Puck 4:

The same versions other than:

Build version: QS037.044.00P

Hardware model: SKXI11BED

Platform version: 8.1p44s1

I've had pucks 2 and 3 since stream came out, was an early adopter. Puck 4 is the newest one, ordered 2 months ago. Puck 4 with issues is also relatively new as I ordered it in May this year, but it seems it's still the old hardware.

[Victornts]

Sorry, please read "puck 1 with issues is also relatively new"

[lettice]

@Victornts 

Thanks for that.

All good to go and you are up to date and you are on the latest versions of the app and Puck firmware.

Yes, the newer puck can sometimes have a slight different version number.

 Not sure what else to suggest now, apart from calling Sky, might be worth telling them you have been on here and worked through all this.

They might get you to do a factory reset of the Puck.

It is best to only do a factory reset on a call with Sky, as doing that can cause some account issues, when not doing so with Sky on board.

Or they may now offer to send out a replacement puck.

[Victornts]

Thanks! Yeah, I'll give them a call to see.

thanks again for the help, much appreciated!