QS040.040.00P Issues

[Paul+Dray]

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@Gincap wrote:

@Paul+Dray 

Thanks for your info. As always not everyone appears to get the same issues.  I'm not going to reset I have powered off at the mains but no difference.

As I posted luckily I have Apple TV too on two of my main TV's so I'll use them.  

It's 5 years now and still issues i came back to Sky because the costs were favourable but actually just paying that little bit more for stability is going to be the way forward. 

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Yeah certainly seems different experiences are had with the same software and hardware from customer to customer. Yeah no I'm not suggesting to do a software 'reset' to factory settings just a software 'restart'. As I say though physically unplugging for a minute should sort it but if not then it's some other compatibility problem or hardware memory overload perhaps.

[Gincap]

Puck I'm on QS040.040 and UI3.268.1 issues as reported

Puck 2 QS037.058 UI 3.268.1

Glass Gen2 QS040.23 UI 3.268.1 issues as reported

Air QS040.044 UI 3.268.1 menu not missing tiles, fast performance, not used so much kitchen TV but playback appears ok too.

I've swapped puck 2 from the quest bedroom with the main puck for now in the hope it does not get updated. I'll probably power it off at night to hopefully get around this. 

Why does having Sky need to be such a hassle 🤯

@MarkGoldsmith 

[MarkGoldsmith]

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@Gincap wrote:

Puck I'm on QS040.040 and UI3.268.1 issues as reported

Puck 2 QS037.058 UI 3.268.1

Glass Gen2 QS040.23 UI 3.268.1 issues as reported

Air QS040.044 UI 3.268.1 menu not missing tiles, fast performance, not used so much kitchen TV but playback appears ok too.

I've swapped puck 2 from the quest bedroom with the main puck for now in the hope it does not get updated. I'll probably power it off at night to hopefully get around this. 

Why does having Sky need to be such a hassle 🤯

@MarkGoldsmith 

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@Gincap i think a big part of the problem now with these types of problems, compared to a few years ago, is likely due to them having essentially 4 different products still in support (Glass, Air, Glass 2, Stream), and we know there are slightly different models of the pucks with different chipsets in. I'm guessing a number of reported issues with the platform now not only stem from various software, UI or platform versions but also from differences between the various models and products, which perhaps means some of these issues aren't getting picked up as much in testing or the initial stages of the slow rollouts Sky normally does.

Everything was much easier to track a couple of years ago, when everything was controlled just through the software release and there was only Gen 1 Glass and the same chipset being in all the sky stream pucks, now it seems harder to track what is legimate issues and what potentially is the cause.

[Gincap]

@MarkGoldsmith 

I believe you've hit the nail on the head there but (there has to be a but 😂 ).  All too often if not always it is left to the user to try and get to the bottom of the problems. 

Posting an 'answered' post helps no customer in this situation.

Sky should take ownership and post on these forms via a superuser if need be current issues and actions at least then we have an idea of what is going on, their head in the sand approach just leads to frustration and resentment of the products and service.

Looking at the forum today there are several posts that could all relate to this software issue customers going in circles 😳

[MarkGoldsmith]

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@Gincap wrote:

@MarkGoldsmith 

I believe you've hit the nail on the head there but (there has to be a but 😂 ).  All too often if not always it is left to the user to try and get to the bottom of the problems. 

Posting an 'answered' post helps no customer in this situation.

Sky should take ownership and post on these forms via a superuser if need be current issues and actions at least then we have an idea of what is going on, their head in the sand approach just leads to frustration and resentment of the products and service.

Looking at the forum today there are several posts that could all relate to this software issue customers going in circles 😳

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I've longed queried why we don't even get a set of release notes with every software update, be it UI or software release, likely virtually everyother software company provides. I mean the concept shouldn't be new to Sky as they provide release notes for their various apps in the app stores, so you would think there could be a section in Settings that allows you to view the release notes and see what new features have been added, or what known bug/issues have been fixed.

[Gincap]

@KevNewMedia 

My Build and UI unchanged but as of today I am also having trouble opening apps they either go to a blank black screen or not open at all. This has happened today for Netflix and iPlayer.

In addition trying to watch Paramount has also resulted in app issues running very slow, circle of doom with error messages 'oops you are unable to watch this content at your location'. This for Strange New Worlds and The Crow Girl'. 

As usual swapped to trusty old Apple and I have no issue playing that content. Is this all related to the bug laden build or something else? Really losing faith yet again.

[KevNewMedia · Accepted solution]

Morning everyone

Thank you for your patience whilst our technical teams worked through the problem.

The teams have advised that they've made a change to UI 3.277.0 to resolve the problem.

We're sorry for the inconvenience and appreciate the time that you've taken to make us aware of the problem.

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

[Deham64]

Hi, Still having problems as the build is still qs040.040.00p and Ui is still 3.268.1. When will the new updates be rolled out to sort this.

 The hardware model is Ip061-ef.

Thanks

[Gincap]

@Deham64 

The bug fix rollout was only announced a couple of days ago if your lucky it could be in days if not a month maybe more. Sky phase rollouts they can take a while but with this bug they may push it out faster. 

I have a TV and 2 pucks basically unusable due to blank screen and audio stutter alongside the blanks tiles etc.  

Trusty Apple it is, I've also decided now to end the contract when it's up and return to Apple full time the software with Sky is still flaky after 5 years. 

*** There are so many new threads on the forum that relate to this software build in my opinion that they either need to be merged or a pinned announcement made, there are at least 4-5 blank TV screen alone! ***

[Leed17]

My build and UI version are the same. I raised this a while ago and was told by a Sky employee that the Build QS040.040.00P version would be rolled back but still waiting weeks later ! 

[BillBroad]

Can not believe how sky can put a software

update out there and it causes massive problems. Streamimg through my puck is poor and slow performance. All was well sky until your recent update. I have logged as a major issue. All has been well for last 16 month and now this. Fix it sky or i will simply go back to Virgin Media. How to ruin things when you are

in front. 

[GD1]

@BillBroad   I have merged your post to this existing thread that is discussing the same issue, a new thread isn't required.

[Gincap]

Software bugs happen and action to rectify needs to be taken but Sky have a history of releasing woeful updates causing significant problems and it begs the question what testing was done in advance of release. Missing tiles across the platform is staring you in the face and yet it was released 🤔. 

Also Sky are very slow in rolling back or releasing patches.

Difficult to recommend to someone new to Sky stream! 

[Paul+Dray]

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@Gincap wrote:

Software bugs happen and action to rectify needs to be taken but Sky have a history of releasing woeful updates causing significant problems and it begs the question what testing was done in advance of release. Missing tiles across the platform is staring you in the face and yet it was released 🤔. 

Also Sky are very slow in rolling back or releasing patches.

Difficult to recommend to someone new to Sky stream! 

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You say that  but I didn't get the missing tiles issue with this update so it's not as straightforward as that.

[Gincap]

@Paul+Dray 

It never is.