Sky Stream Movie Issue

[Paul209]

Hi all, I'm a new user of Sky Stream and everything is fine except for when we watch a movie.

Every so often the screen and sound cut out entirely, before returning to normal a few seconds later.

This only seems to happen with Sky Cinema movies (so far) so it's confusing me as to why it's happening.  

any ideas? 

[Padam_Padam]

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@Paul209 wrote:

Hi all, I'm a new user of Sky Stream and everything is fine except for when we watch a movie.

Every so often the screen and sound cut out entirely, before returning to normal a few seconds later.

This only seems to happen with Sky Cinema movies (so far) so it's confusing me as to why it's happening.  

any ideas? 

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Are you using the HDMI cable that came with the puck? Is it connected directly to your TV or does it go via a soundbar or amlifier? Are you watching in HD or UHD?

If you're watching in UHD then you need to make sure the HDMI cable you're using is of a spec high enough to cope with the increased bandwidth required for the higher resolution and HDR. 

[Paul209]

Hiya @Padam_Padam thanks for the reply 

yes, using the HDMI that came with the puck directly into the TV.

Can watch shows in UHD with no issue but movies on Sky Cinema keep cutting out. Have tried lowering down to HD for movies but still the same. Could it be I need a better HDMI? 

also, I'm connected to the broadband via Ethernet, could this make a difference? 

[Padam_Padam · Accepted solution]

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@Paul209 wrote:

Hiya @Padam_Padam thanks for the reply 

yes, using the HDMI that came with the puck directly into the TV.

Can watch shows in UHD with no issue but movies on Sky Cinema keep cutting out. Have tried lowering down to HD for movies but still the same. Could it be I need a better HDMI? 

also, I'm connected to the broadband via Ethernet, could this make a difference? 

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Worthwhile trying a different HDMI cable or a different port on your TV. If the screen is cutting out and the stream is continuing then it would suggest a problem with the connection between the puck and the TV rather than a network speed issue. Make sure you have WiFi turned off on the puck's network settings - it can sometimes default to this even when using ethernet. 

You can find out the speed being received by the puck by opening the Netlix app, navigate to the get help menu and run a network check. 

[Paul209]

Thank you! Much appreciated, I'll give it a go 🙂

[Paul209]

Thanks @Padam_Padam! WiFi was switched on and since I've changed that everything is running smoothly. I'd never have thought to check that! Much appreciated 

[Padam_Padam]

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@Paul209 wrote:

Thanks @Padam_Padam! WiFi was switched on and since I've changed that everything is running smoothly. I'd never have thought to check that! Much appreciated 

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Yeah, one of those irritating quirks on Stream that most other devices don't have! Glad it's working for you - hopefully it continues. 

[AndyMac17AC]

have recently taken out Sky Stream and to say it is not exactly setting my pants on fire is an understatement. 

I have several issues one that i am unable to access my movie library on the Apple TV app which i am assuming is fo commercial reasons as they probably want customers to buy films from the Sky Store rather an alt provider which seems stupid but thats capitalism for you,

Like others i am also having sound drop outs and am getting mighty P!!!!!d off with it to the point that i am going to cancel my sky stream and do without Sky completely. Thankfully I am in my cooling off period and have never had any sound drop outs when using either my PlayStation 5 to stream anything for that matter... but ill stay until I've watched the last episode of the Day of the jackal dont want to be too hasty. 

When dealing with sound drops i have reversed out of the program i am watching and it happened when watching all types of program and apps so not just one but as i said have never had any drops from pother days i stream ... It was sort of good while it lasted!