Sky Stream updated - keeps restarting itself

[G+Champion]

Hi All.

Have three pucks and all updated yesterday to 1.3 and 027 etc.

Issue is that on start up and within a few minutes screen goes blank on the LG and the puck restarts itself. Seen this on one at the moment, and my missus saw it twice yesterday afternoon on the same puck, whilst She was watching Channel 5 movies no less!.

It would seem that something is failing big time in the background and taking the box down with it.

Im loathed to go through the reset etc as I shouldn't need to just because Sky have updated the boxes?

I've checked all settings (New style boxes)  and they look the same, so nothing that I can change in there.

Any ideas, suggestions before I have to endure contacting Sky?

Thanks.

[G+Champion]

Correction.

Version is 028.

And I justed tried another box downstairs. Switched on, moved around the menu's and into settings, came out, box crashed. Identical to the one upstairs in terms of how and how soon it crashed....

[G+Champion]

Just to say also.

Once it crashes, the BT remote cannot bring the box back. I tried with the remote right in front of it and it would not respond.

I had to press the button on the bottom of the puck again....

I do hope this is not ongoing again, like the last remote control/puck issue?

So two out of three doing it.... Its not a coincidence. Its the software update... or the update is still in progress?

Either way I'll leave the TV on for a while and see what happens next.

[GD1]

@G+Champion  1st thing I would try is going into the settings menu --> systems management --> resets and updates and select restart device.

[G+Champion]

Thanks GD1.

I have since restarted all three via the user interface, and they took a good while to come back up again with the Sky logo.

I've left one TV on, and its continued ok on a live TV channel, ITV 1.

The other two I'll leave off to eventually sleep, and then bring those back up later on to see what happens.

Thanks.

[G+Champion]

Nope, still doing it, after going to sleep on the LAN and waking up the boxes (two so far) drop back to off from live TV after about a minute or so.

Box goes off, then can't wake up for a while, at which point it comes back on. I've put it back to live TV ITV 1 and left it on.

Either way thats two that are doing it, so seems no coincidence to me.

[G+Champion]

So went up stairs and switched on TV and Sky Stream, ran for about a minute, then rebooted itself, just like the one downstairs did.

Its running now, until it is switched off and goes back to sleep.

This is not right, so i'll be taking this up with Sky as soon as poss.

I'm surprised others aren't having the issue?

I'm reluctant to reset them at the moment.

[Jporch316]

@G+Champion 

Are you able to switch them to WiFi and see if the issue persists 

[G+Champion]

Hi There.

Yes, I can switch over to wifi from LAN.

I'll try it on one of them over the next few days, and see if the issue persists.

Thanks.

[G+Champion]

Surprise.

Just switched the one downstairs on, up came the puck and TV as normal.

Just over a minute in on ITV1, picture gone, sound follows a few seconds later, box shut down.

Consistent from the puck being asleep over night.

Will wait for the same puck to go to sleep (No ping response) and try again  to reproduce.

[G+Champion]

Ok so did a reset of the dining room puck last night, tried starting it again this morning and again after a minute of TV picture goes off, sound then goes a few seconds later, and the box is off, no picture, no response from BT remote.

Its getting a bit stressful now, as they (All 3) were ok before they were updated a few days ago.

I will try using wifi as suggested, but I have to wait for the box to go to sleep on the network first.

Really isnt good this.

[Padam_Padam]

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@G+Champion wrote:

Ok so did a reset of the dining room puck last night, tried starting it again this morning and again after a minute of TV picture goes off, sound then goes a few seconds later, and the box is off, no picture, no response from BT remote.

Its getting a bit stressful now, as they (All 3) were ok before they were updated a few days ago.

I will try using wifi as suggested, but I have to wait for the box to go to sleep on the network first.

Really isnt good this.

---

I agree, it really isn't good.

There's a lengthy and still unresolved thread about Bluetooth not waking some pucks from standby on this thread:

https://helpforum.sky.com/t5/Sky-Stream/Sky-Stream-Bluetooth-won-t-turn-on-my-pucks-voice-control-wo...  

[G+Champion]

Further details:

Dining Room and Living Room puck both looked like they did some sort of updates again, flashing white light and then Sky logo. Now need to wait for them to disconnect and sleep. There is no turn on control via BT remote when this happens. It has to be done via the button on the bottom.

Bedroom puck looks identical to versions etc, but doesn't exhit the issues. Just turned it on from overnight and it seems to stay up and running.

I'm guessing the other two have some sort of failed update that is being retried maybe?

[G+Champion · Accepted solution]

An update.

After some investigation I found that some old automation settings were causingf the power off issues.

Using Nodered I was sending wake on LAN packets to the Sky Stream boxes, to wake them when a TV switched on. This was central to the issue of the boxes shutting down.

I have since reduced the WOL packets sent to one and the issue has gone away.

It wasn't the Sky Stream Boxes, although something changed in the updates to cuase the failures.

I've now set CEC to control the TV at start up along with nodered and Home Assistant to automate things further.

[scoopzuk]

This is interesting. 

I've been plagued with six pucks that won't power back on via Bluetooth remote command once they are in standby. Only IR line of sight from the remote will bring them back on. I've been using my home server and Wake On LAN packets to keep the boxes alive and prevent them going to standby. This has worked perfectly for five months but since OS1.3 all my boxes power down or reboot after about one minute. 

Found this thread and it seems like you had similar and narrowed it down to WOL packets rebooting the pucks. Problem is, I can't get the pucks back awake from standby without using WOL packets. Pucks all hidden behind TVs so impossible to do line of sight IR command to wake them.