Build Version QSE38.010.00P Glitch

[Davidlm]

I have three pucks in the house and the one in the Lounge has updated to Build Version QSE38.010.00P UI 3.171.2 the other two are on QS037.045.02P, UI 3.204.1. 

Since the one in the lounge has updated to QSE38 the picture and sound is constantly stopping/clipping across all chanels and apps, even youtube. I have put the same programme on the other two pucks and it doesn't do the same as in the lounge. It is as if the wifi is dropping out and reconnecting on the one in the lounge with the new build version. I have reset the network connection and that doesn't address the issue and I have also connected the puck in the lounge to the other network I have running and that does nothing either 

Whilst writting this I have checked the settings on the lounge and the UI has been updated overnight to UI 3.204.1 but the Build version is still QSE38 and the problem persists.

I have noticed that in the network settings on the one in the lounge that status now just shows as "connected" whereas before it used to say "excellent wifi connection" the same as the other two pucks.

So I assume it must be an issue with QSE38? Anyone else noticed the same?

[Sunshinemafia]

I have the same issue on my sky puck but it says good wifi connection. No issues on my sky glass though just the puck.

[teamdavies]

Yes I have the same issue. Never seen it before this version but cuts out for a few seconds at a time. Sound via arc to soundbar 

[purpleparrotuk]

Yes I had the same issue with that update. Sky tried reinstalling the firmware but made no difference. Ended up getting a new puck.  I kept telling Sky it was the update that caused it since my other puck on older firmware was fine, but they would not agree. It took 3 phone calls to convince them. 

[purpleparrotuk]

Sky need to look into this ASAP because it is wrecking peoples pucks. 

[purpleparrotuk]

@SpaceSparkie can you please help with this. Your new update is breaking the pucks. Thanks. 

[GD1]

@Davidlm   To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Brill+Gill]

Thanks for escalating this @GD1. We’ve sent @Davidlm an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Davidlm]

Thanks. I have initiated the chat and I will let other know of any findings that have suffered the same with this update. 

[Davidlm]

Quick Update:

I was instructed to carry out the recovery procedure which in turn downgraded the software back to QS037.045.02P but it has put on an older UI version from months ago UI 2.9.11.

I put the puck into stanby whilst we had tea and when we came back into the lounge it had carried out another software update and reverted it back to the troubled  QSE038.010.00P and UI 3.204.1  So I am now back to square one. The agent did say give it a few days as it did a downgrade then a fresh install. 

I will see how it goes and report back any findings. 

[purpleparrotuk]

@Davidlm Thanks for the update. They need to stop that update before it messes more people's boxes up. I did the reset on the phone with them but mine just stayed at 38. Luckily they replaced my puck. 

[purpleparrotuk]

Hi. Have you had chance to check your fresh install?

[JMesh92]

Hi all, wondering if anyone can help. I have two Sky Stream pucks in the house and the one in the living room has suddenly started juddering/stuttering on live TV and across all streaming apps as well.

I have already reset the puck and left it unplugged for a while before setting it back up, but the issue is still happening.

The other Sky Stream puck in another room is working completely normally, so it seems isolated to this one device.

Apple TV device and games consoles are still streaming fine so it's not a problem with the internet connection. 

Has anyone had this before or know of any fixes?

[purpleparrotuk]

I am guessing you have had the Q38 update on the one puck? This is causing issues. 

[Angel_Aka]

---

@JMesh92 wrote:

Hi all, wondering if anyone can help. I have two Sky Stream pucks in the house and the one in the living room has suddenly started juddering/stuttering on live TV and across all streaming apps as well.

I have already reset the puck and left it unplugged for a while before setting it back up, but the issue is still happening.

The other Sky Stream puck in another room is working completely normally, so it seems isolated to this one device.

Apple TV device and games consoles are still streaming fine so it's not a problem with the internet connection. 

Has anyone had this before or know of any fixes?

---

Swap the pucks over to see if it's an issue with the TV. If the dodgy puck still judders on your second TV then it probably needs replacing. In which case give Sky a call for further troubleshooting and they'll authorise a replacement to be sent out.