Sound and display

[Lizgreen67]

hi can someone help my I have a puck when I fast forward the adverts i loose the sound and the screen goes grey I have tried everything 

[Stephen+Mourton]

@Lizgreen67   Hi, I have to presume you have paid for ad skipping.  Does this happen on all channels or just some, if you which ones are the most problem?  Does it happen on Streaming channels like Netflix?  Sky's own channels have a Skip Adds button on screen which normally works very well.  Some of the other channels I have found it is better to wait a few moments until the adverts actually start then fast forward.  I hope this helps. 

[lettice]

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@Lizgreen67 wrote:

hi can someone help my I have a puck when I fast forward the adverts i loose the sound and the screen goes grey I have tried everything 

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Have you tried a 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

Also, have a try at the Pucks sound setting options, like changing to Auto or PCM and see if that helps.

[Lizgreen67]

Hi no it's if I am watching a program from the play list it's driving my dad mad bless him because it keeps happening I have done all the trouble shooting 

[Lizgreen67]

Yeah I have done all of the trouble shooting  it's on a puck some times it works fine the last couple of days it's been happening a lot 

[Stephen+Mourton]

@Lizgreen67   So it is just when watching from the Playlist?  I know from my own experience that the ad skipping works better when playing back some channels than others as they all have different systems, and  have the same problem.  As I mentioned tell your father not to try add skipping until the program he is watching stops for the adverts, waits for the sponsor message, and wait for the actual adverts to start, if you try and do it too quickly it will do exactly what you are experiencing.  It is frustrating I know.  If that isn't the solution maybe someone else can suggest something.