Sky Stream Software issue

[Envisio]

Hi folks.

I have a client who has 6 stream boxes.

We are having no end of trouble with them throwing up a Software Error fault and we cannot figure out what is causing it at all.

All boxes are hardwired ethernet.

Some boxes are on USB plugs (3amp) as they are behind slim mount TVs.

I have tried the manual software update numerous times.

The fault can appear after 5minutes, 5 hours or 5 days.

This has now happened to 3 seperate sky stream pucks in the property. (All hardwired, all getting between 50 - 70mb downstream).

Does anyone know what causes the 'Software Error' dialogue box?

[Envisio]

 

[Fothergill1]

@Envisio I have escalated your issue to the community messaging team so they will send you an invitation to an online chat (due to the holiday period they are likely to be on reduced staff so might not be as quick to respond as usual).

The link below explains how the procedure works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.  Note replies from Sky are not instant so you will need to regularly check the chat thread.

[Envisio]

Thanks Fothergill.

It may be worth them posting here as opposed to direct messaging just incase others have the issue?

A lot of similar posts on the forum seem to result in the same outcome of direct messaging and if the solution was posted within the thread it may save everyone time.

I look forward to hearing off them, hopefully we can get this rectified ASAP as the client is at theirs qitts end with it and I am hemorrhaging time on the issue like you wouldn't believe!

Do you know is Sky prefers any particular DNS settings? Would we be better VLANing all of the pucks to seperate them from other devices?

My gut is saying it's an update issue almost like the sky boxes are struggling to communicate with the Sky network.

[Fothergill1]

@Envisio No problem but just so you are aware Sky do not often respond to the posts on specific issues on a public forum.

[Envisio]

Okay. The logic on that one evades me!

Thanks very much for your prompt reply and for escalating our issue.

Fingers crossed we can find a solution for it quick style.

Have a good evening 🙂 

[Exiled-in-HH]

@Envisio perhaps you could share the solution when you get it from Sky?

This is a customer discussion community, so Sky do not indulge in discussion of issues🤔

[Envisio]

Yes for sure.

I'm in various communities and I have been told it could be a number of issues.

Ranging from power supply issues through to networking problems. 

Currently someone has said its due to the sky boxes running through a network switch.

The network is basically BT supplied fibre into a draytek router and unifi managed switches. Its all commercial grade hardware configured correctly.

I suspect that something at Sky HQ is blocking the boxes in some form of anti piracy filter. Potentially our router isn't allowing some data through as the boxes have only been tested using the UKs most common isps default hardware or something to that effect.

But who knows. Its just speculation at this point.

Originally I thought we may have 2 faulty boxes but a 50% failure rate seems a bit excessive.

[GD1]

@Envisio  Although your post has been escalated if you're not the account holder the messaging team may not be able to deal with you and tell you to direct the client to sky themsleves, unless there is a specific reason the client can't contact Sky, you would need to be able to clear security on the clients account or have authority to deal with their acount and any issues related to equipment loaned b Sky to them

[Envisio]

Understood and I expected as much. Whi h was one of the reasons I posted in the community forum as opposed to ringing sky directly.

The client has contacted Sky a couple of times but they haven't provided much support.

I have all of the clients account details etc so fingers crossed they may help.

As mentioned I suspect it could be something network configuration related which if that's the case they should provide us with the required information.  Whether that's recommended DNS servers. Ports that must be forwarded or any other required networking niggles.

The first thing anyone who is serious about home networking does is replace the ISP router. This client for example has over 80 devices as standard on the network. Your average isp provided hardware just isn't up to the required standard.

[Jporch316]

There were some issues with 3 routers last year . The generic advice back then which was a temp fix was to use Google s dns address 

[Exiled-in-HH]

Sky may well choose not to assist as it could reveal aspects of their security system,🤔

[MarkGoldsmith]

Well it's possible Sky just say sorry we can't do anything when the issue is customers own home network setup.

i can just see that's exactly the response the general customer services agents will give as they are unlikely to have a clue.

[Envisio]

Hi folks,

I havent received any DMs or live chat requests off Sky employees yet?

Cheers

[Jporch316]

@Envisio 

I think the online team will be back after the new year