UI BUG with presenting UHD content

[GJK1]

I have the exact same issue with mine. Every time I turn the box on, I have to open Netflix to get it to change to 50hz, then scroll down into settings so I can see UHD content. It's become a ritual 🙂

[Chloe-W22]

Hi everyone,

We thought this may have been related to the previous software version, you should now all be on R21, can you confirm if there has been any improvement?

Thanks,

[Fothergill1]

@Chloe-W22  I never noticed the problem on Glass but the subject has definitely gone quiet on the forum 😀

[Chloe-W22]

@Fothergill1 I'm thinking the same, hoping the latest software fixed the problem 🤞

[SlenderRobert · Accepted solution]

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@Chloe-W22 wrote:

Hi everyone,

We thought this may have been related to the previous software version, you should now all be on R21, can you confirm if there has been any improvement?

Thanks,

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Yes @Chloe-W22 it appears to be fixed on QS21. My Stream puck now comes out of standby to 50Hz again. I needed to reset the output resolution first though by switching from 2160P to 1080i and then back to 2160P. It now stays in 50Hz. 

[paul789]

Surely having to change resolution and go back is a glitch in its self. People not on this forum would have no idea to do that. The firmware should just fix the 50fps out the box. 

[e123312141]

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@paul789 wrote:

Surely having to change resolution and go back is a glitch in its self. People not on this forum would have no idea to do that. The firmware should just fix the 50fps out the box. 

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indeed.

[Fothergill1]

@paul789 This is just resetting it after the update has been received.  Personally I always reboot my system after any update or for that matter when I have changed any settings 😀

[Fothergill1]

@Chris4Stream Have you followed the procedure outlined by @SlenderRobert in post 49 above  and maybe also rebooted your system?  It's definitely worth a try 😀

[Fothergill1]

@Chris4Stream To do a reboot simply switch off at the plug socket (you don't need to unplug it) and wait for 30 seconds or so before switching it on again.  It then takes about a minute to reboot.

This the the first thing to try with any glitch as it resolves many of them as it does with any electronic equipment such as laptops, mobiles etc.  Sky have never suggested you need to reboot after an update, it is a personal thing which I do. As you say an update would normally trigger a reboot if it is necessary. However, it can't do any harm to also do it myself just in case.

I don't have the issue you are experiencing as I am on Glass and it seems to only be effecting Stream pucks but @SlenderRobert seems to have the solution above.

Good luck 🤞

[SlenderRobert]

@Chris4Stream 

Yes, the old 'off at the wall' trick is unfortunately a common (temporary) solution to many of Sky Glass & Stream's foibles. 

It would have been nice if they'd incorporated a full restart option into one of the settings menus (like other streaming devices do) but Sky, for some reason, have chosen not to. 

It's therefore adviseable to have Glass/Stream's plug socket easily accessible or on a smart plug so it can be turned off/on without too much hassle. 

[Chris4Stream]

@Fothergill1 

Here's the issue I have with removing power from my Stream Box.

My Stream Box is working fine, apart from the issue I have outlined, it's menus are responsive, and I don't seem to have any of the common issues being discussed around things like Continue Watching.

I do wonder if some of these issues are being caused by people removing power from their boxes, as the Stream Box I feel is designed to be on all the time, for an important reason.

I expect that throughout the day Stream Boxes and Glass TV's, are constantly passing data backwards and forwards between themselves and Sky's servers, for example, I watched something new on Netflix this morning, my Stream Box, Sky Servers, and Netflix will at some point this morning all attempted to sync data so my Stream Box correctly offers me a new Continue Watching option, however, imagine I pulled the power while one of these data exchanges where taking place?

How would that affect my Continue Watching rail, would I start to see issues like other people are reporting?

I really do think these Boxes have been designed to be on all the time, and be in constant touch with Sky Servers, breaking that connection constantly I feel can only cause more problems, in fact I often read posts on these forums where people say rebooting their device did fix their issue, however, something new was now playing up... if data between all the various systems gets out of sync, so Stream Boxes/Glass TV's, ITVX, Netflix, Sky Servers, etc, then I am not at all surprised people are seeing some many Continue Watching or Playlist issues, all the these systems have to be in sync...

[Fothergill1]

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@SlenderRobert wrote:

@Chris4Stream 

Yes, the old 'off at the wall' trick is unfortunately a common (temporary) solution to many of Sky Glass & Stream's foibles. 

It would have been nice if they'd incorporated a full restart option into one of the settings menus (like other streaming devices do) but Sky, for some reason, have chosen not to. 

It's therefore adviseable to have Glass/Stream's plug socket easily accessible or on a smart plug so it can be turned off/on without too much hassle. 

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@SlenderRobert Yes, that would be nice.  A reboot almost always resolves my issues when I have them 😀

There was a Royal Navy recruitment advert a couple of years ago where a technician is battling with a problem and he switched off the main ships computer and says even with us a reboot sorts it out (or something like that).  The picture then zooms out to a nuclear submarine 🤣

[Fothergill1]

@Chris4Stream You certainly have a point that I have never considered.  I regularly reboot my Glass TV at a time to suite me and not when the system crashes or NEEDS a reboot.  I also have problems with the CW rail not behaving as it should and the progress bars disappearing.  This has been happening ever since I got my Glass TV back in July 2022.  As you indicate maybe they are related.  I will have to monitor it.

Thanks for mentioning it 👍 😀

[SlenderRobert]

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@Fothergill1 wrote:

@Chris4Stream You certainly have a point that I have never considered.  I regularly reboot my Glass TV at a time to suite me and not when the system crashes or NEEDS a reboot.  I also have problems with the CW rail not behaving as it should and the progress bars disappearing.  This has been happening ever since I got my Glass TV back in July 2022.  As you indicate maybe they are related.  I will have to monitor it.

Thanks for mentioning it 👍 😀

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The Continue Watching issue can't be affected by rebooting because it has to be done immediately after you've stopped watching something. It's how all third party apps log where you are in a stream. As soon as you stop a stream the timecode is logged of where you were in it. This is done at a server level on Sky Stream/Glass because that's where the apps are. The information is then stored also on your Sky account and (in theory) sent immediately back down from the server to your Stream puck where the Continue Watching rail should update. 

Now most people will only do a reboot, off at the wall, whenever they've tried doing all the usual things on their puck/Glass so it will have been powered on for plenty of time for the data exchange from server to puck to take place. As I said, it should be a matter of seconds from pressing stop and coming out of an app/stream for the continue watching/stop point timecode data to be logged and sent. Most people wouldn't be powering their device off at the wall in that time. 

A reboot forces communication between the server and the puck/Glass and is therefore the most common solution for clearing some issues. I believe however, that the RAM cache on Glass/Stream is borderline insufficient and is not fast enough to deal with much date being received. This is perhaps why some continue watching/stop point timecode data is missed or doesn't get logged properly.