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Discussion topic: Sky Stream Movie Issue

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This message was authored by Paul209 This message was authored by: Paul209

Sky Stream Movie Issue

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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This message was authored by Padam_Padam This message was authored by: Padam_Padam Answer

Re: Sky Stream Movie Issue


@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? 


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. 

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This message was authored by Padam_Padam This message was authored by: Padam_Padam

Re: Sky Stream Movie Issue


@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? 


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
Topic Author
This message was authored by Paul209 This message was authored by: Paul209

Re: Sky Stream Movie Issue

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? 

This message was authored by Padam_Padam This message was authored by: Padam_Padam Answer

Re: Sky Stream Movie Issue


@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? 


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
Topic Author
This message was authored by Paul209 This message was authored by: Paul209

Re: Sky Stream Movie Issue

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

Paul209
Topic Author
This message was authored by Paul209 This message was authored by: Paul209

Re: Sky Stream Movie Issue

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

This message was authored by Padam_Padam This message was authored by: Padam_Padam

Re: Sky Stream Movie Issue


@Paul209 wrote:

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


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

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