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Discussion topic: Sky Puck not loading Netflix or Disney app contents

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This message was authored by Tellu00 This message was authored by: Tellu00

Sky Puck not loading Netflix or Disney app contents

I took delivery of Sky Glass and 1x Sky Puck yesterday. 

 

No issues with Sky Glass. Netflix and Disney stream as they should. 

 

On the puck, I can access the Netflix and Disney app and choose a program to watch, but when I select a programme the puck appears to switch off (but the light stays on), the screen goes black and the 'HDMI1' wording appears on the tab screen. 

 

Has anyone experience this and achieved a fix? 

 

Thank you in advance. 


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This message was authored by Chrisee This message was authored by: Chrisee Answer

Re: Sky Puck not loading Netflix or Disney app contents

Posted by a Superuser, not a Sky employee. Find out more

@Tellu00 the black screen sounds to be generated by your TV so check the settings for the HDMI input the Stream is using. Some TVs require a setting like Deep Colour or UHD colour enabled to watch content in UHD with Dolby Vision. 

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode

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Tellu00
Topic Author
This message was authored by Tellu00 This message was authored by: Tellu00

Re: Sky Puck not loading Netflix or Disney app contents

To add, I have tried restarting both the puck and forcing the individual apps to restart with no success. 

This message was authored by Chrisee This message was authored by: Chrisee Answer

Re: Sky Puck not loading Netflix or Disney app contents

Posted by a Superuser, not a Sky employee. Find out more

@Tellu00 the black screen sounds to be generated by your TV so check the settings for the HDMI input the Stream is using. Some TVs require a setting like Deep Colour or UHD colour enabled to watch content in UHD with Dolby Vision. 

=========================================================
65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
Tellu00
Topic Author
This message was authored by Tellu00 This message was authored by: Tellu00

Re: Sky Puck not loading Netflix or Disney app contents

I have changed the puck output to HD instead of Auto/UHD and this has worked. 

 

What I don't understand is that the TV is UHD, so I will need to look into the to setup options to get this working properly. 

 

Thanks for your reply. 

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Sky Puck not loading Netflix or Disney app contents

Posted by a Superuser, not a Sky employee. Find out more

@Tellu00 wrote:

 

What I don't understand is that the TV is UHD, so I will need to look into the to setup options to get this working properly. 

 

 


What make and model of television set is it, and are you using the HDMI cable supplied with the Stream puck?

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
Tellu00
Topic Author
This message was authored by Tellu00 This message was authored by: Tellu00

Re: Sky Puck not loading Netflix or Disney app contents

Yes, I am using the HDMI that came with the puck. 

 

Sony KD55AG8  Smart 4K UHD OLED. 

This message was authored by Upgrade111 This message was authored by: Upgrade111

Re: Sky Puck not loading Netflix or Disney app contents

The issue is not limited just to Disney+ it's also on Apple.  It only affects 'some' customers.

I've had 3 different Pucks, and multiple hard resets, Ethernet/WiFi combinations and conversations with the Sky supprt... nothing has worked.

The suggestion is now to wait for the Stream Update 7 which should be out early Feb.  

Appaling support from Sky.

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