Stream freeze

[Karatekeith]

Finding routinely having to in plug both my main puck and my second as they just freeze. Is this something others have issues with or is something I should worry about 

[mikealanr]

Hi @Karatekeith 

This is usually an indicator of poor quality connection between the puck and your router or low broadband speeds.

Open settings > Network > connection and check the WiFi strength. If excellent or good open netflix > left hand menu > get help? > Connection check.

Sky say you need 25Mbps for HD and 30Mbps for UHD.

There has also been issues as a result of firmware. See this thread: https://helpforum.sky.com/t5/Sky-Glass-Live/Last-few-days-technical-fault-with-channel-disney-plus-e...

MikeAlanR

[Jporch316]

Hi @Karatekeith 

just a few quick questions - who is your isp nan what speed line do you have ?

[Karatekeith]

My internet provider is sky fibre. Unfortunately I'm not able to give you the speed as I've no idea how to

[Jporch316]

@Karatekeith 

If you go into the Netflix app on the stream home page 

then go to the Netflix settings 

then find the option for network check it will give you an indication of the speed the device is receiving 

[lettice]

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@Karatekeith wrote:

My internet provider is sky fibre. Unfortunately I'm not able to give you the speed as I've no idea how to

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You can test the speed via a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests.
What is your speed for each puck?

Going out in the latest Sky Glass/Stream QS036 software is now a new wifi reporting option.
The QS036 update is being rolled out over a month or so period, so you may not have it yet.
You can find this new feature upfront in Settings>Network
It will report a number of differing messages, based on your current wifi connection.

Also, in settings make sure you set Network standby mode to ON and Overnight power saving to OFF.

[Karatekeith]

I sincerely thank you for the responses it's nice to see people will help

my connection speed is 135.30 Mbps. Hopefully it means more to you than me, sorry I'm not more tech savvy 

[lettice · Accepted solution]

That connection, if stable should be fine for Sky Stream.

What it may be is an occasional interference causing some stability problems.

Have a read of the following and hopefully some of it may help.

Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

As mentioned above it may be suffering from interference,, the puck much like a Sky Q box can for some customers suffers from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

More information like the above on the Sky FAQ help pages link here; https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

[Karatekeith]

I fulfil most of the suggested requirements only thing I should have added is we have a mesh (?🤷🏻‍♂️) system within the home. I'm starting to think it might just be a blip from time to time. I appreciate your time thank you