Streaming puck user interface icon goes blank when selected

[Lldixiell]

I may i repeat may have found a fix my sky puck has been running fine for 7 hours now without loss of any thumbnails, I would have reset it 3 times by now. . what I have done is disable motion clarity settings on my Samsung tv which includes judder reduction and enabled it on the puck and it has been running fine. So switch off the equivalent settings on your tv to see if that solves the problem and let me know if it works for you.

 

 

[Lldixiell]

Just lost the thumbnails again didn't work

[iklelisa]

Nothing we can do will fix it, i just got a new router from another provider and until the activation date for the switch I've set it up on my current connection which has four ethernet ports, still did it yesterday on ethernet so it's not that. It's down to their servers, overloaded at peak times, that's down to sky finance management to increase server capacity. Both devices have also had another UI update. And it's not coz my wallet is next to router or the glass TV is on a glass stand as one advisor has tried to suggest. They're fobbing their customers off. Worse than Virmin media who have just been fined for ending calls on customers trying to cancel, Sky if they don't sort this will end up in the same mess.

[Angel_Aka]

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@Lldixiell wrote:

I may i repeat may have found a fix my sky puck has been running fine for 7 hours now without loss of any thumbnails, I would have reset it 3 times by now. . what I have done is disable motion clarity settings on my Samsung tv which includes judder reduction and enabled it on the puck and it has been running fine. So switch off the equivalent settings on your tv to see if that solves the problem and let me know if it works for you.

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Motion clarity settings should always be turned off on TV picture settings unless you like the awful soap-opera effect. 

Judder reduction on the Stream puck only affects apps. It switches the video output of the puck from 50Hz (judder reduction off) to 60Hz (judder reduction on) and basically makes content shot at 24fps (most movies & US TV shows basically) a bit smoother. 

Stream pucks do not output native frame rates from apps so you won't get 24P or 30P, it's 50Hz or 60Hz only. 

In any case, your TV's picture settings will have no effect whatsover, as I see you have discovered, on the issue you are experiencing which is embedded within the SkyOS the pucks use. 

[iklelisa]

also been getting a stutter now about every 30 seconds or so, restart fixed it. They're introducing more bugs every update. Someone needs replacing. I'm switching to EE TV, have to have their broadband installed as well but going on the lowest connection, don't have to use the connection but with the TV and internet package with the sky channels and Netflix it's cheaper than Sky.

[Lldixiell]

After 3 months of problems and 5 weeks of phone calls i have had to cancel my sky stream puck subscription. I know sky has acknowledged the problem but after 3 months my patience has run out. With no update or fix insight. Hope people who still have the problem get a fix soon because when it worked it was good. Good luck guys and girls.

[Andrew43517]

Yeah same, can only hope everyone else leaves too, since that seems to be the only way companies like this will change their behaviour, if they're hit in their pockets

[Mark39]

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@Andrew43517 wrote:

Yeah same, can only hope everyone else leaves too, since that seems to be the only way companies like this will change their behaviour, if they're hit in their pockets

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What 'behaviour'? Sky have acknowledged the fault and are working on it. See the post ,asked as Answer.

[Andrew43517]

Yes @Mark39 , they've ackowledged the fault, but they introduced the fault quickly and in 3 months they have not resolved it so it's unacceptable for a so called premuim service to do this, I've cancelled now and I can only hope everyone else on this thread does the same.

[Juliet96]

Hi 

I haven't posted for a while,  nothing has changed regarding the blue box issue, however we now have other issues as well, Home Screen freezing, screen pixelating, the sound disappearing, all these are only rectified by unplugging the puck and rebooting, not acceptable on any level regardless of any communication from Sky advising they are working on it, considering this has been their stance since the very start of the problems. We have given notice of cancellation as we are still in contract until next month, until this issue we'd been happy with the service, however if it takes any company 3 months to resolve an issue they've introduced then how committed are they to resolving it?, updates cost nothing!!!

[JamLaw11111]

I am new to this as have set up my Puck 2 days ago. It an issue I am seeing already.

Looks like it is not fixed and was not mentioned by the sales team (I am being flipant).

I will likely have to cancel the TV package tomorrow as not putting up with this I doubt

[Mstanners]

This has been going on for over 6 months . Sky are aware of the problem but have done nothing . All they care about is taking your monthly payment . Customer Service is non existent.

[KevNewMedia · Accepted solution]

Hi everyone

We're sorry that this issue is still ongoing and hasn't yet been resolved.

We completely understand how frustrating this is, especially as many of you have been waiting patiently for an update and a fix. Please be assured that the issue remains a priority, and our technical teams are continuing to investigate the root cause and work towards a resolution.

Whilst we don't yet have a confirmed fix or timescale to share, this issue has not been forgotten and is still being worked on. We know the lack of resolution is disappointing, and we sincerely appreciate your continued patience and understanding while we work to get this resolved.

We'll provide another update as soon as we have any new information to share.

I'm marking this post as the current answer so everyone can easily find the latest status update in one place.

Thank you for bearing with us.