Sky Stream Puck Gen 2 - Cannot enable UHD via AV Receiver

[BriM]

Hi All

Strange issue that I presume is going to be a software issue requiring us to just return them, but we've jusr received 2 "gen 2" pucks (grey psu and new model number). We get an error every time we try to activate UHD (and a black screen on the TV) via our AV receiver. 

Some testing I've done:

- This all works fine on the 1st gen pucks (2 of them) using the same configuration

- It's not the cables. I've tested a direct connection from the new Puck to the TV using both cables in the chain and both work in addition to trying 2 brand new cables. 

- The same behaviour is exhibited on 2 new pucks

- There is some artefacting when booting 2 new pucks

- If I enable uhd directly connected to the TV and switch back to the receiver, it fails. 

Is there some difference between the gen 1 and gen 2 Puck that stops it working? I fear this is going to cause us to just not be able to keep Stream, if all new pucks are unable to do uhd through an AV receiver (which is a fairly fundamental thing in this area)? I would expect a silent hardware refresh to maintain compatibility? 

Or, unlike most of the posts a search found, is it still possible to get older pucks? 

[peter-marlow+1966]

As far as I know there is  no gen 2  puck only a gen 2 tv and have you  a uhb subscription  with  sky on your  streaming  subscription?

[BriM]

There is a gen 2 Puck. It's a hardware revision only. 

[MarkGoldsmith]

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@BriM wrote:

There is a gen 2 Puck. It's a hardware revision only. 

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There isn't a gen 2 puck like there is a gen 2 Sky Glass. It's just what Sky have done is switched up some of the components to get them from different suppliers to help with the supply chain. 

As a result there isn't a way to choose which type of puck you will get nor is Sky currently doing any sort of switch out process for existing pucks. When you order a puck you will be sent any model type which is available from the warehouse.

[BriM]

Rather than being pedantic about my choice of phrase, is anyone able to help solve the problem? 

[BenJoBanjo]

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@BriM wrote:

Rather than being pedantic about my choice of phrase, is anyone able to help solve the problem? 

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Unlikely. Not without knowing the make/model of your AVR really. 

It sounds like it's probably some difference in how the gen2 puck does its HDMI handshake. It's probably only engaging with the AVR and not 'seeing' the 4K TV at the other end of the chain. 

Sky never publish any specific hardware details of the newer pucks. It might be something that can be fixed by a firmware or driver update but it's impossible to say really. There must be others out there with the gen2 puck who connect via an AVR but I think you're the first who has posted with this problem. 

[lettice]

This is not a problem that has cropped up on here that I recall.

Can you provide further details of the make and model of your AVR reciever you mention,  plus make and  model of your TV that this problem occurs on.

Detailing its exact connection flow for Sky Stream, AVR and TV.

As we have already mentioned on here on previous threads about the V2 type puck.

It is not a Gen2 puck, like the Sky Glass TV is an upgrade in specs to the Gen1 TV.

There is no expected performance difference to the current puck.

It is just a similar chipset from another supplier. Something many hardware manufacturers do to help steady supply chains.

You cannot request one as a replacement for your current puck and as far as we are aware there is no plan for any replacement of a current puck with this one or vice versa. Going forwards as it stands, new customers will be sent one or the other.

But, saying that, provide the details above and we may look to pass on.

[TimmyBGood]

@BriM 

It's extremely unlikely that the Sky logistics system makes any distinction between v1 and v2 puck hardware versions, and the loan distribution with customer churn means both will be in constant circulation.

[Dazzasky]

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@BriM wrote:

Rather than being pedantic about my choice of phrase, is anyone able to help solve the problem? 

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Unfortunately not, my suggestion would be to call Sky and have them try and resolve the problem for you @BriM Good luck. 

[Jporch316]

Why not just switch with one of your older working pucks ?? 

[Nigelb1972]

@BriM the pucks should be identical in specs as the new ones are just a slight hardware update based on changing suppliers for some components which in turn has made the hardware a bit more powerful and smoother on the menus but other than that, there shouldn't be any differences. 

How are you connecting to your AV receiver and is it fully compliant with the latest HDCP protocols? 

Have you tried updating your Firmware on the AV receiver?