Sky Stream - "Please wait for your programme to load" on Live TV.

[SamC49]

Just as the title says. Anything else (VOD) seems to start and work fine. 

I've tried channel change, to reboot, nothing seems to fix it. Any channel would display the message on a black screen and then the blank (blue) screen would appear. 

[Stephen+Mourton]

@SamC49   Hi Sam.  My first though is for you to check your internet speed.  If you go to 'Settings' then 'Network' it will tell you how good your connection is.  Alternatively go onto Netflix and on the left hand settings menu there is a speed test.

If you are not connected to your router via an Ethernet cable does your router have a direct line of site to your puck, also your router and puck are not directly next to any object, particularly electrical items, mirrors or glass.  All of these can effect your signal.  I hope that helps. 

[SamC49]

Thank you very much for taking the time and responding... I've checked through Netflix and it says 77.84 Mbps.

Honestly I've had this device for ages and it's been in the current location and network setup since December at least working relatively ok (or recoverable).

This time everything works (I've tried multiple VODs) but Live streaming (any channel). 

[lettice]

Having a good local network broadband reach is key to Sky Stream and it could be some slight recent difference in your setup that may be causing the problem.

Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

From what you have said you have already tried, would also suggest powering off the Sky Stream puck and restarting your broadband router.

When your broadband router is back up, power the Sky Stream puck back on.

Then, once your Sky Stream puck is powered up do a Sky Stream Puck settings restart;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete

As all ready mentioned it may be suffering from interference, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.

More information like the above on the Sky FAQ help pages link here; https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...