Sky Stream Puck, Please Wait….

[Barry+Mc+Kelvey]

Hi

As the title suggests, I'm seeing Please Wait, when I start up the Sky Stream Puck for the first time of the day.

I've read all in this thread, yet I still have the issue.

https://helpforum.sky.com/t5/Sky-Stream/Blue-screen-Please-wait/td-p/4691110

I've had the issue a couple of weeks now. It's the only Sky Stream Puck that this happens on.

I've turn off/on all th settings as posted in the above thread.

Build Version: QS037.045.01

UI Version: 3.44.0

My Broadband is with EE, I'm on a stable 1.6 Gbps.

All the Sky Stream Pucks are connected via Ethernet. Netflix Speedtest is 90 plus mbps.

Any other suggestions how to fix this, other than those mentioned in the above thread?

Thanks in Advance 

Barry 🙂

[lettice]

See from what I read in your post it looks like you have tried the settings option we would normally recommend, as below;

Set Network standby mode to ON and Overnight power saving to OFF
Turn wifi OFF under Network if connected via ethernet.

Make sure when you make one of those switches, you do an immediate restart in settings, this ensures the option is set correctly.

Is your ethernet cable connected straight to your router or is it connected through to an unmanaged switch or some kind of mesh in addition to your main router/hub?

Do you have any kind of surge protection extension or a wifi connected plug that the Sky Stream box is connected to?

Sometimes, some of the above can cause the local network to drop its connection from the device on Sky Glass/Stream as it has also done for some on Sky Q boxes.

[Barry+Mc+Kelvey]

Hi

My Sky Stream Puck is connected via an Unmanaged Switch. There is a few Smart Plugs nearby. They never caused an issue with the Sky Stream Puck before.

The other Sky Stream Pucks are connected via an Unmanaged Switch and have Smart Plugs nearby, they don't have the issue in experiencing. 

My setup hasn't changed, yet the issue only started a few weeks ago.

Thanks

Barry 🙂

[lettice]

---

@Barry+Mc+Kelvey wrote:

Hi

My Sky Stream Puck is connected via an Unmanaged Switch. There is a few Smart Plugs nearby. They never caused an issue with the Sky Stream Puck before.

The other Sky Stream Pucks are connected via an Unmanaged Switch and have Smart Plugs nearby, they don't have the issue in experiencing. 

My setup hasn't changed, yet the issue only started a few weeks ago.

Thanks

Barry 🙂

---

Thanks for your further information.

All I would suggest is switching off the power from your Sky Stream puck and unmanaged switch ( just an on/off, no need to wait any time) and removing and reinserting the ethernet cable from the unmanaged switch also. 

For the smart plugs, only an issue if the actual Sky device is connected in line with one or if it shares a side by side socket or extension cable.

The Sky Stream pucks and Glass TVs do get regular updates and some of those updates would be some network background slight changes/fixes. Not seen on here or heard anything that points to any event major hit for customers in that regard.

But, if you can try above and it's still occurring, please come back here and we can look a bit further.

[Barry+Mc+Kelvey]

Hi

I'll try your suggestions, and report back tomorrow morning.

I use a Netgear Mesh System. It's not caused problems in the past, my broadband is very stable. It's just came to mind, my Mesh System has an update the other day week. My coincidence it's affecting my Sky Stream Puck, but not the others. My Sky Stream Pucks is about one metre away from my Router.

Thanks

Barry 🙂

[Barry+Mc+Kelvey]

Hi

I'd tried your suggestions. I turned on the Sky Stream Puck this morning for the first time, still getting the Please Wait message 😞

Thanks

Barry 🙂

[Barry+Mc+Kelvey]

Hi @lettice 

I had the same issue this morning again, after making the changes you'd suggested.

Instead of pressing the Home Button, I thought I'd wait to see how long it would take for the Home Screen to finally load. It took approximately three minutes.

Is there anything else you'd suggested trying?

Thanks in Advance

Barry 🙂

[lettice]

Does your Netgear mesh have any kind of reporting, that may show when the Puck is dropping off the network.

Plus, is it only happening overnight with a morning out of standby, or does this occur also when the puck has been on standby during the day for a good many hours.

[Barry+Mc+Kelvey]

Hi @lettice 

Yes, it happens in the morning when I switch on the Sky Stream Puck for the first time if the day. The only other time it happens, is when the Sky Stream Puck is disconnected/reconnected to the mains.

I've had a look at the Netgear Router Logs, it doesn't show disconnected/reconnected. It just shows date/times. 

I rebooted the Netgear Router this morning at 09:30. It's only showing the logs from then.

Thanks

Barry 🙂

[lettice]

@Barry+Mc+Kelvey 

I know we have suggested our recommended settings, but may be worth a try of them in reverse for a few days and see if that helps.

Otherwise, all I would suggest now is a call to Sky.

They can in certain scenarios do a deeper dive of your Sky Stream Pucks network connection and check the logs to see when and why its dropping off  your network.

Would suggest for the call to run through all you have tried within this thread and explain thatday to day it's running ok, its just the start from being off sometime that is causing the issue.

Does sound though to me, that something on your local network is causing this drop and not reengaging. Afraid, often  these kind of things are difficult to diagnose.

There have been a few customers in the past for Sky Glass on the community that have seen their ethernet/wifi connections failover overnight and not promptly.
Sky were looking into it, but not heard anything or any further customers reporting such issues recently to any extent.

[Barry+Mc+Kelvey]

Hi @lettice 

Thanks for your advice. I'll be away from the middle of next week. It will have to wait until the New Year, until I can phone Sky.

If the issue is on my networks end, that confuses me. I have five Sky Stream Pucks, the other four don't have this issue. One of the Sky Stream Pucks, is off for days at a time. Another Sky Stream Puck, isn't turned on for weeks at a time. Yet the one in my bedroom, is the one with the issue. Very strange.

Thanks

Barry 🙂

[lettice]

---

@Barry+Mc+Kelvey wrote:

Hi @lettice 

Thanks for your advice. I'll be away from the middle of next week. It will have to wait until the New Year, until I can phone Sky.

If the issue is on my networks end, that confuses me. I have five Sky Stream Pucks, the other four don't have this issue. One of the Sky Stream Pucks, is off for days at a time. Another Sky Stream Puck, isn't turned on for weeks at a time. Yet the one in my bedroom, is the one with the issue. Very strange.

Thanks

Barry 🙂

---

Sounds mad, but just in case it is an anomaly with the faulty puck, perhaps swap it out with that other one...

[Barry+Mc+Kelvey]

---

@lettice wrote:

---

@Barry+Mc+Kelvey wrote:

Hi @lettice 

Thanks for your advice. I'll be away from the middle of next week. It will have to wait until the New Year, until I can phone Sky.

If the issue is on my networks end, that confuses me. I have five Sky Stream Pucks, the other four don't have this issue. One of the Sky Stream Pucks, is off for days at a time. Another Sky Stream Puck, isn't turned on for weeks at a time. Yet the one in my bedroom, is the one with the issue. Very strange.

Thanks

Barry 🙂

---

Sounds mad, but just in case it is an anomaly with the faulty puck, perhaps swap it out with that other one...

---

Hi @lettice 

Do I need to Reset and Change any of the settings, or is it just a case of swapping them both straight over?

Thanks in Advance 

Barry 🙂

[Hunter2660]

A straight swap.