Sky puck glitching

[Rickleberry]

Hello,

My sky puck constantly glitches, when i use the term glitches i mean if watching live tv every 15 to 20 seconds i get a split second where it glitches or stutters. Enough to drive me insane when watching the World cup!

Now, this happens on every live channel, whether its HD, or not. It doesn't seem to make a difference. But the weird thing is if i access any app within the home button nothing glitches, BBC player, ITV player and Netflix all run glitch free. No issues. 

So surely that measn theres nothing wrong with my setup?

Just to be sure of this i am currently hard wired (ethernet) into the puck, i thought i'd disconnect the ethernet and use the Wifi, same result, glitches on live tv but nothing again using apps. 

So this rules out the setup.

I have used AI to try help fix the issue and apparently my Samsung TV UE40NU7120 is a problematic tv with the puck? not sure if this can be verified but something to do with 50hz and 60hz is where the issue lies. Apparently on older software you could select your hz in settings but now its detected and this might be what's causing the issue?

As a fix it told me to perform a engineers hard reset, basically hold the underside standby button for 10 seconds and let it reboot, it did that but it also performed a large update at the same time. Then i realised this had actually reset to factory settings. Anyway i let it boot up and went straight to live tv and there was no glitching! Fixed it! Then after going to bed and turning on the box in the morning the glitching had returned. Exactly the same as before every 15 - 20 seconds a little glitch/stutter.  

I have performed all the other simple tests that Sky ask you to carry out, from unplugging the puck, restarting the router and nothing makes a difference. 

I have an open case with Sky but it's very slow progress. I was hoping someone may have experienced something similar and knows a fix?

Any help appreciated!

[Angel_Aka]

@Rickleberry 

Never trust what AI tells you. It just scrapes random thoughts (many entirely fictitious) from all corners of the internet and cobbles them into an answer which can sound plausible, but is frequently a total fabrication. 

I have an old Samsung TV from the same NU range and it had no issues with a Stream puck. 

The whole 50/60Hz thing you describe sounds like nonsense. All of Sky Stream's native channel streams are at 50Hz. Your TV will detect this and output them at 50Hz. You can check by looking at the Samsung info bar that should appear on-screen when your puck turns on. It disappears quite quickly but you can get it back by pressing the home button on your TV remote, then navigate along to the source option on the left. When you are on this, the HDMI input that your puck is attached to should appear on the row above. Click up on your TV remote and press select when on it. After a second or two the info bar should appear again and show something like 3840x2160 50P, depending on what your puck is set to output.

Stream pucks will only output 60Hz from third party apps and only if Judder reduction is turned on in the puck's settings. Judder reduction will not affect the live channel streams. 

Do some experimentation - set the output of the puck to 1080i and let your TV upscale to 2160P and see if that does anything to improve things on the live channel streams. If not, set it back to 2160P and try turning judder reduction on for apps. Then try playing a movie on Netflix or Disney+. Use the Samsung remote to bring up the info bar as described earlier and see if it now says 3840 x 2160 60P. If it does, then your puck is outputting correctly. 

The glitches you are experiencing sound like the same issue being experienced and reported by others in recent days on this forum. It might be a server issue, it might be pucks over-heating and unable to cope, or it might be a firmware issue which Sky need to address. 

Do some troubleshooting and see if anything changes. I assume you've already made sure you have sufficient bandwidth on your broadband connection? Run a network check from the get help menu on Netflix to see what speed the puck is actually receiving. 

Good luck.  

[purpleparrotuk]

Are you on Q38 firmware?

[NeilHarrington]

Same issue with glitching , its very evident during the world cup becaise of the longer shots ( not edited cuts) 

I've tried resetting as well and no change.  Im certain I didn't have this issue when I first received the puck around 3 mouths ago. 

Is it possible that a firmware upgrade has introduced a bug ? 

[MartinSkingley]

Anyone have any luck solving this? I have the EXACT same thin.g It's been fine for a year - then started glitching, which has been super ntoicable when watching the football.

I did EVERY option to fix and nothing worked. I called Sky and they got me to do a reset and software update (when you unplug puck, hold down the power button, and plug back in) which fixed things for a day, but then it's reverted to glitching again!

If other people are having the same problem with the same timeframe, I assume it is a Sky issue and not anything my end or a puck malfunction.

Any luck from anyone?

[Rickleberry]

You have summed up my entire experience with this fault. I got my hopes up when I did the engineers reboot as they called it and it worked for an evening like yours, then the following morning back to glitching again.

I'm afraid I don't think there is a fix as it stands and I hope Sky are looking into it?? 

[RoniG1]

ditto all of the above - which surely makes it more likely a problem sky need to address (instead of everyone carrying out reboots and going round the loop of "fixes")

[DavidIH]

Glad I found this post, and it isn't just our Sky Stream affected. 

We've been having the exact same issue for the last few days. All channels have the same issue.  Makes watching anything very frustrating. 

My guess is that Sky have made some sort of software change recently,  leading to this.

Hopefully someone from Sky will see this post and respond. 

[MrGe0rge]

Yep, same here. Somewhat happy to know I'm not the only one. Missing the old tech and not this streaming thing.

[Framar2026]

I have the same issue. Only started recently. Have two pucks in the house with super fast broadband.  One of them is working fine, the other is dropping audio at random. Changed tvs, cables. Switch from WiFi to Ethernet, did all the reboots and restores possible, disabled home cinema, rebooted the network (have a mesh network which is flawless) tried everything and still can't resolve it.  I feel like issue only started just before World Cup. 

[WEC2022]

Exact same issues here. Sky Stream glitch on all channels but most noticeable with live sport. 
I have been sent a new puck by Sky but this has made no difference. Awaiting updates 

[WEC2022]

I have just noticed that this is now a known issue:

https://helpforum.sky.com/t5/Sky-Stream/Sky-stream-picture-stuttering-frame-drops/m-p/5315115#M78793