Sky Puck YouTube app crashing

[Paddiewack]

I'm wondering am I alone in suffering this problem. I have two Sky pucks and fibre broadband 900 Mb from Sky. The broadband has been tested by Sky and by myself as far as I can and I'm topping out at over 900 Mb so I don't think there's an issue with that and  the latency is excellent. My problem is that I have two TVs both of which are UHD capable and when I'm watching it is really specific to YouTube any video in 2160 60 frames  per second HDR et cetera the app will randomly crash after about 15 minutes of watching the video and return me to the homepage. That's the Sky homepage by the way not the You Tube homepage. I've tried loads of things I thought it was maybe the puck alternating between 2.4 and whatever it is  5 MHz Wi-Fi I don't know so just to eliminate that I now have pucks connected via Ethernet but the problem persists . There's no pixelation no waiting for program to load message it's just simply you can be watching the video at one second and the next second there's a black screen followed a couple of seconds later by the Sky homepage.Both pucks are the same in other words they both suffer the same issues and both TVs are perfectly fine in fact one of them is only about seven months old. There are no issues with them. Sky don't really seem to know what's causing it! They sent me a new remote and suggested various things such as resetting the hub back to factory settings doing the same with the pucks, I've done all of these things multiple times nothing seems to work. if I set the video output on the box to 1080 then that seems secure the problem but as I'm paying for UHD, I would like to watch videos in UHD.
I've also upgraded the HDMI leads and repositioned the hub just in case I know it's not gonna make any difference but you do try everything but I'm still getting the same thing. If I'm watching linear TV any channel including the UHD sports channels, I do not have an issue at all. I have tried to refresh the Sky YouTube app and I've also reset it by  hitting reset within the app and then logging in again so I'm kind of out of ideas. Any thoughts anyone???

[Angel_Aka]

@Paddiewack 

It sounds like the puck and the server you are connected to simply can't cope with the high amount of data throughput from a 4K HDR video on YouTube. The pucks have very limited cacheing capability and it seems common that when they get to a point that they can't sustain a stream they just kick you out, back to the home screen. 

It's not helped by the fact that the apps themselves are on Sky's servers so you can't easily close or reset them to clear the cache. It's all controlled by Sky. 

I watch a LOT of YouTube content, much of it in 4K 60Hz with HDR on my Apple TV 4K boxes or directly on my OLED TV and have never had it crash once in the past couple of years. I have a YouTube Premium account so there are no ads. Do you have Premium? I wonder if it's anything to do with ads - maybe the switch from a 4K HDR stream to a 1080P SDR ad is causing grief to SkyOS? 

[Paddiewack]

Thanks for your reply. I'm thinking exactly the same because I've tried everything else. I'll just have to put up with it because there's nothing else I can do. but I'm genuinely grateful to you for your answer. 

[Angel_Aka · Accepted solution]

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@Paddiewack wrote:

Thanks for your reply. I'm thinking exactly the same because I've tried everything else. I'll just have to put up with it because there's nothing else I can do. but I'm genuinely grateful to you for your answer. 

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No problem, happy to help. 

I think a lot of people just 'put up with it' when it comes to the various problems Sky Stream seems to have. It's a shame that it seems to work fine for some people and not for others without any rational explanation. 

[Paddiewack]

To be absolutely fair to Sky the advisers didn't really know what was causing it so they replaced one of the pucks. That didn't make any difference obviously,but as long as I can watch the sports in UHD, which I seem to be able to I'll just have to downgrade my expectations of watching UHD videos on YouTube but again thank you for the reply.