Sky Stream - why the continual drop down from UHD to HD?

[gmhaggis]

I am often finding that my Steam box is dropping down from UHD to HD.  This frequently happens when I bring the box up from standby (it has reverted to HD),  switch betweeen apps, and even changing shows within an app eg. Netflix. Surely Stream doesnt revert its settings when switching content type?  I dont see this as an issue with my TV or cables being used, as don get this problem with Apple TV 4K box.  Also was never a problem when previosly usining a 4K capable Freevew box, and  a 4K BT box.

[Lisa-P1987]

Hi there gmhaggis, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[PSC133]

@gmhaggis 
I also have this exact problem with one of my pucks which is connected to a Samsung tv.  The issue is almost certainly caused by the EDID (Extended Display Identification Data) (usually referred to as the “handshake”) which occurs between the puck and the tv each time that it is turned on and by Netflix when it decides what the resolution of the tv is that you are using to stream their recording.

For some reason the handshake is timing out before the information is successfully passed.

In my particular case, when I go into puck settings to reset the puck from HD back to UHD, the process times out before the acceptance screen appears on the tv.  At that stage I have a blank screen and I have to anticipate the acceptance of the new resolution by pressing “left” and then enter on the puck remote even though I can’t see the instructions on the screen.  This works.

For me the problem is caused because my puck is connected directly by hdmi into an amp and the amp is connected to the tv by an hdmi extender kit over cat6 underfloor because the room is quite large and the tv is about thirty feet away from the puck.  This chain of cables obviously adds time to the handshake taking place.  The problem might also be exacerbated by the puck hardware not being of the highest specification and maybe introducing a delay into the communication.

Have you made sure that your tv’s software is up to date?  This can sometimes help.

[Tom-W19]

Hi gmhaggis

A private chat was started but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

[gmhaggis]

I did respond to the private chat but got no response. Yes, I do still have the same problem.

[gmhaggis]

I am still finding that my Steam box is dropping down from UHD to HD.  This frequently happens when I bring the box up from standby (it has reverted to HD),  switch betweeen apps, and even changing shows within an app eg. Netflix. Surely Stream doesnt revert its settings when switching content type?  I dont see this as an issue with my TV or cables being used, as don't get this problem with Apple TV 4K box.  Also was never a problem when previosly usining a 4K capable Freevew box, and  a 4K BT box.

Also, now I am getting another problem (dont know if related), with loosing sound.  Comining out of standby I am sometimes getting no sound.   The sound is also often dropped after pausing play or using the ffwd/frwd.  I have even had the sound drop while actually watching.  Going to and from standby usually resolves the problem, but this is not an acceptable solution! 

Regarding my setup, Sky stream is connected by HDMI (1 meter) to my receiver and then by HDMI (1.5 m) to TV. Cables are all certified to 8K.  The reciever and TV are fully 4K complient.    Same setup/cables used for my Apple TV 4K box (and previously a BT 4K and a Freeview 4K box), all no issues.  There was an earlier post on a similar issue, and they seemed to conclude the problem was with the Sky Stream box being manufactured with lower quality components, and unable to handle when handshaking between various devices in a chain is involved.  Hoping this is not the case.

[GD1]

@gmhaggis   I have merged your post to this existing thread that is discussing the same issue, a new thread isn't required.

I've also re-escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Greenfingers001]

Thanks for escalating this. We’ve sent an invite to chat.