Sky stream blacks in and out during adverts

[CatRated]

During adverts the screen randomly goes black and the sound cuts out and then returns to the channel.

We've tried restarting it but it's still happening. It says it's got excellent internet connection.

We're just very confused and would like it to stop. We're just grateful that it only happens during the ads.

[CatRated]

Just to add, we've only had the box for 2 days....

[lettice]

You say you have restarted.

Is that a Sky Stream 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.

Would also suggest, rebooting your broadband router.

[DaZzo]

I experiencing the same. Only had a few days too and only seems during adverts too.

[Jporch316]

Have you got the picture settings on auto ? If so maybe try UHD 

[DB05]

Seeing the same thing here only on adverts and only in the last few days on certain Sky channels. The cutouts are worse on some adverts than others and seem to happen in exactly the same place in the adverts sometimes.

[Chloe-W22]

Hi all, and if you're new here welcome to the Sky Community forum, where customers like you are on hand 24/7 (almost) to offer some fantastic advice and help on all things Sky-related. 

I'm interested to know what adverts you seen this issue with or any patterns with timings just so we can get a better understanding of where the issue begins?

[DB05]

@Chloe-W22 Thanks for showing interest in this issue.  I remember seeing this problem on Sky SiFi and Sky Showcase (it could obviously happen on other Sky channels). I've never seen it on non-Sky channels. It's happened on more than one day too.

The memorable thing is that often it is an advert for Sky Glass that shows the issue. The issue is always the same, a tiny audio and video fraction of a second glitch followed by maybe another tiny glitch and then a much bigger one where the picture and sound completely disappear for between 3 and 5 seconds. The picture and sound then come back and the whole cycle can repeat again. It starts almost immediately when an ad break starts.

It never happens during the programmes themselves. If this isn't widely reported I wonder if it could be regional as I think you have a regional advertising set up perhaps (I noticed some adverts for more localy businesses that I wouldn't expect advertise nationally though I could be wrong of course)?

If I can provide more details let me know. 

[DB05]

Just following up on this again. I've just noticed that this also happens on the Legend channel and only during the adverts as with the other channels. Again, it seems to be adverts that are regional (this time Twycross Zoo).

[DB05]

Another follow up. This happens on Fillm4 too. The first advert in a break is affected and I noticed when I tried to go back to the advert to watch it again you can't go back that far and can only go back to the advert that followed the affected one and that advert is not affected by the problem. It's the same pattern, a little glitch followed by another a few seconds later and then blank screen and no sound for 3-5 seconds before the picture comes back.

[DB05]

After more observation and comparing the stream to one via the Channel 4 app for Film4 it seems that the sound and picture blanking is actually the stream stopping and restarting. As time goes by the Sky Stream programme gets further and further behind the stream on the Channel 4 app which indicates it's the stream stopping and starting rather than the puck just going blank while the stream continues.

It only happens during the adverts and so is probably a Sky AdSmart platform issue even if Film4 is using the same AdSmart platform where no glitches happen. Also, I don't think it's happening on channels that don't use Sky's AdSmart platform.

[DB05]

One more follow up for the time being 🙂

I may have prevented this advert issue from happening. On the assumption that Sky AdSmart is the problem I turned off personal advertising in my SkyID account and so far during adverts this issue hasn't happened. I've also noticed the adverts are now differen to on the Channel 4 app when watching Film4 so I assume something has changes after making the adjustment to my privacy preferences.

I'll come back in a few days to report whether the problem has gone away or not.

[Chloe-W22]

Thanks @DB05 for those examples, its really useful. If you're happy to share your MAC address(ethernet) in your Stream settings with me via Private Message we can check the streams of the adverts...

[DB05]

I've sent you the details are requested.

[Chloe-W22]

@DB05 receieved thank you