Streaming puck user interface icon goes blank when selected

[domb84]

same issue here. icons do not render. no way to select full screen once you enter the main menu unless you go and reselect the channel. latest update needs to be reverted. UI is unusable.

[arcadeavenger]

Hi @Stephen273 & @domb84 , I’ve escalated your posts 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. Please be aware conversations automatically close if there is no response within 48 hours.

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#M141 Thanks, Becca.
 

[CraigGHamilton]

I am new to the pucks after moving on from my sky q. Getting exactly same problem on my main tv but not seeing it on my bedroom puck so far. Still no fix? I also restart then it works for a short while then tiles go blank again. 

[Ian417]

Hi Craig, no fix as yet unfortunately, I have had my puck for about a year without difficulties and this issue started about a week ago. 
im in contact with one of the sky representatives and have a number of queries they'd like answered to further there understanding of issue. I'll be doing that today and let you know as soon as I have any answers. 

[Ian417]

Have just been told that Sky have acknowledged that problem is not limited to just me and that issues is being worked on. Told to await a software update.

[CraigGHamilton]

I've got that issue and also now lost my entire playlist which Sky say is a known issue too. I've made a mistake moving from Q to pick, nothing but bugs. Not impressed 

[Emma38]

I am having the same problem it has been a few days now. I have to unplug the puck and then restart for it to fix it but when I go back to the home screen it does it again. Sometimes none of the icons come back so can't see what I was watching to continue.

[CraigGHamilton]

I was told to unplug then turn puck upside down and press the reset button and with it still pressed put power on and let it come to life. It triggered an update for then first time install journey but seems stable for now fingers crossed 

[lettice]

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@Emma38 wrote:

I am having the same problem it has been a few days now. I have to unplug the puck and then restart for it to fix it but when I go back to the home screen it does it again. Sometimes none of the icons come back so can't see what I was watching to continue.

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@Emma38 

This could be that your puck is getting stuck in a kind of standby state on restart.

Have a read of this Sky help article, namely performing the recovery procedure on step 4;

https://www.sky.com/help/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-strea...

[CraigGHamilton]

I thought mine was fixed after they got me to force a reset and clean install process. However on cut at about 6pm every day the icons starts to disappear again on playlist. Very disappointing 

[WelshGeezer]

I received and installed my three pucks this afternoon and unfortunately they all have the same problem. 

[CraigGHamilton]

I swapped my pucks as only my living room puck was affected, the bedroom puck was fine. Now seeing it in the swapped puck. I use wired Ethernet so tried changing port and cable with no luck. Also tried reducing UHD setting at 2160p to HD 1080P in case it was latency, also no luck. Always seems to happen after 5.30pm in evening oddly. I've raised a complaint so hopefully info will help narrow the problem down. 

[WelshGeezer]

All three of my pucks are the newer models running:

• Build version: QS038.05.01p
• UI version: 3.171.2

I have Vodafone FTTP 1GB supplied via two Deco BE65 v2. I have no issues streaming any content. For me, it happens randomly after watching a live channel and I press the home key on the remote to exit back to the home screen. 

My living room puck is connected via Wi-Fi, both bedroom boxes are connected via Ethernet.

I have Vodafone FTTP 1GB and I have two Deco BE65 V2's. I've just updated the firmware versions for both Deco's and rebooted just in case there's an issue with them (I doubt it).

[Ian417]

When I was able to discuss this problem with the sky representative (not sure that was the right description but was in private chat) I was told that the problem is a known issue with sky and they are working on the issue. I was further told that I'd need to (and watch for) a software update. No time line given. 
My configuration is just a single puck which is about a year old but otherwise similar to yours with a 1Gb wired interface.  I've had the issue happen earlier in the day but generally it is in the early evening.