Sky Stream Puck gets stuck in Dolby vision when exiting Netflix app

[Alfe25]

We've just subscribed to Sky Stream this week and received the puck, ok. Everything is set up and working wonderfully, with a minor exception. If we watch something on the Netflix app in Dolby Vision, it displays beautifully, except when we exit Netflix and go to either "live" TV or any HDR/other content, the signal to the TV stays stuck in Dolby Vision, causing massive over-saturation of colours. Any transition from another image type (e.g., HLG HD/1080p/4K) is works just fine. Switching the puck off and on again cures the problem. This is common across both the Stream Pucks we have.

Having tried a friend's 18-month-old Stream Puck on the same TV with all the same connections and the problem doesn't occur. Leaving Dolby Vision in the Netflix app (using The Sandman for consistent testing, although other content yields the same effect) reverts to UHD, etc., perfectly as expected.

There is a difference in the Puck Hardware model and Netflix Software version reported in system management, with the new puck appearing to have more recent versions (understandably) - for example.

Netflix version on the old puck is rdkv-xione_6.036.1.53
Netflix version on the NEW puck is rdkv-xione-dhurv_6.037.1.70

Os build version on old puck is QS036.021.01P

OS build version on the NEW puck is QS037.018.00P

Hardware model on old puck is IP061-ef

Hardware model on NEW puck is SKXI11BED

UI Version on old puck is 2.30.1

UI version on new puck is 2.50.0

I've tried different HDMI 2.1 certified cables with no change. Performing the same exercise on the 4 K Apple TV device switches back and forth without issue.

It's almost as if there is no HDMI handshake being sent to signal the end of the Dolby Vision feed (or to signal "now change to 4k HDR), leaving the TV in Dolby Vision mode until the puck is power cycled, at which point the TV picks up the correct format.

TV is OLED LG65C9PLA

Any ideas or can anyone replicate the problem?

I've tried every combination of settings on the TV and Stream Puck, and I've performed a complete factory reset on both the Puck and the TV. 

Despite all that, the old Stream Puck we tested consistently handles the change correctly, as does the Apple TV device; the new puck requires a power off/on cycle to switch out of Dolby Vision mode.

[Stephen+Mourton]

@Alfe25  Well I have to say that is one of the most comprehensive posts I have seen on here, I wish others took so much time and care.  You do seem to have covered just about everything.  Unless someone else on here has any idea all I can suggest is ringing Sky and ordering a replacement puck.  Sorry I could not be more helpful.

[Alfe25]

Appreciate the answer. We have an additional puck for multi room as well which has the same effects so I suspect it's a software/firmware problem so a replacement would likely have the same issue. Hopefully someone from sky tech support reads these forums and can escalate/have an answer.

[BenJoBanjo]

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@Alfe25 wrote:

Appreciate the answer. We have an additional puck for multi room as well which has the same effects so I suspect it's a software/firmware problem so a replacement would likely have the same issue. Hopefully someone from sky tech support reads these forums and can escalate/have an answer.

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It's probably one for @KevNewMedia to pass on to the relevant department. 

[Alfe25]

Let's hope so - @KevNewMedia , any ideas?

[KevNewMedia]

Hi All

Apologies for the late reply, there was a firmware update to QS037.030.00P recently, can you advise if you still see the problem today please @Alfe25 ?

[Alfe25]

Hi @KevNewMedia , I've just checked, and yes, I do have the update, although the problem is still present. Going into Netflix and watching something in Dolby Vision is fine, but exiting by pressing the home button to return to menus and going to anything else, such as current streaming TV channels, gives over-saturated colours and poor image quality. Switching the puck off and on via the remote returns to normal image quality.

Hope that helps

[KevNewMedia]

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@Alfe25 wrote:

Hi @KevNewMedia , I've just checked, and yes, I do have the update, although the problem is still present. Going into Netflix and watching something in Dolby Vision is fine, but exiting by pressing the home button to return to menus and going to anything else, such as current streaming TV channels, gives over-saturated colours and poor image quality. Switching the puck off and on via the remote returns to normal image quality.

Hope that helps

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Thanks for checking for me and coming back so quick @Alfe25. I'll let the support teams know.

[Alfe25]

Fab, do let me know if you need any more info or me to try anything. To be fair it's not really serious, just a niggle.

[Alfe25]

Was there ever an update to this @KevNewMedia ?

[KevNewMedia · Accepted solution]

Hi @Alfe25 

Thank you very much for your continued patience whilst we fix this particular problem.

I'm really sorry that I've not managed to reply before now; the teams have continued to work on the problem. They have advised that this will be fixed in QS039.xx with Platform version 8.3p1s2 (You'll find this in settings > System Management > System info). I don't have an ETA, however as soon as I have more information, I'll update the thread.

I'm going to mark this post as the current answer, so that everyone has the most up-to-date information.