UI Version 3.2.0 - No WiFi Connection message

[DB05]

Yesterday I noticed my Sky Stream had a persistent No Wifi Connection error coming up but only on the Sky Stream interface. TV programmes streamed find and the apps would work (when they would load). Also, I am using ethernet anyway. The Ethernet Status kept changing from connected to not connected every few seconds. I even gave it a chance to use WiFi but the same problem persisted.

It's not my Internet (yes I know people are always skeptical when someone says that) or my local network and I've spoken to Sky support this morning  for 50 minutes who asked me to do a Factory Reset. We did that, various issues getting it set up again but successfully got things working. I. checked the UI Version and it was 2.9.11 so I assumed a rollback had happened and everything seemed solid again and even did a restart to check it would boot up again. Literally less than 1 minute after ending the call to Sky I pressed a button and the No Wifi Connection error came back. Checked the UI Version and it was back to 3.2.0

It sounds like Sky has an issue with 3.2.0 ?

[DB05]

I should have added that the Build Version also changed and is now QS037.044.00P

[Fothergill1]

Hi @DB05 I find the following procedure works when I have this problem.  Put your Glass or puck into Standby and then unplug both your Glass TV (or puck) and router.  Leave for a couple of minutes and then plug your router back in and wait for it to finish rebooting.  Once it has rebooted plug your glass TV back in and when that has also rebooted it should have reconnected to the internet

I'm also on UI 3.2.0 but my build number is the previous build.  So far I have not had any issue since receiving the UI 3.2.0 yesterday 🤞

[DB05]

Hi @Fothergill1 thanks for replying.

Although I've tried doing that before but on your recommendation I just tried it again and leaving both unplugged for a good 10 minutes. Switched on the router and waited until it was back up and running and then booted the Sky Puck. The issue remains and now there is some crackling in the sound and the picture goes on and off. I think something more fundamental is wrong here. I work in IT so I have an idea how to troubleshoot issues like this and I am convinced this happened after an update.

I extensively tried the puck while on the phone to Sky when it worked and it was definitely a different UI Version but I wish now if I had kept track of what build number it was before it went back to 3.2.0 because as you say you haven't seen any issues with that specifically. I'll try another factory reset later.

[lettice]

Notice you mention ethernet connected, it kind of sounds like it's dropping out of Ethernet to a wifi connection.

Just to be certain, have you made the recommended settings change on your puck to the following, set in the puck Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

When you make those changes, do a settings restart, as that ensures the above settings are set correctly;

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.

How is your ethernet connected, direct to router or through an unmanaged switch?

Switches sometimes can cause issues with Sky devices.

Assume also, that there is no router session time limit for the connected Sky device or ethernet port.

Lastly, if there is any kind of VPN on the local network, that may need disabling for the Puck or configuring.

Its not advisable to do a factory reset, unless you are chatting to Sky via messaging or on a call with Sky.

It can sometimes cause account issues, that only  Sky can resolve.

[DB05]

@lettice Thanks for your reply.

Well, I did another factory reset and after multiple issues trying to get it set up (I even tried WiFi and it said it couldn't find any networks - not even my neighbours!) I did manage to get it set up again.

This time I've looked at the UI Version immediately after it got set up and as I type this part of the message it is on 2.9.11 and the build version is QS037.044.00P which is what it was when I was on UI 3.2.0. I am sitting watching the network connection status box and there is no switching between connected and not connected and everything is working fine. This was the state it was in at the end of the conversation with the Sky technical department earlier today.

I am now going to restart it and see what happens...

As expected after the restart the UI version is 3.2.0 and build is still QS037.044.00P and the network status is swapping between connected and not connected the the "No WiFi connection" message appears intermittetly on screen. The only common factor seems to be the combination of UI Version and build version.

The fact that when it does manage to switch to a channel that it does keep streaming without problems and it is only the Sky interface that is affected that there isn't actually anything wrong with the internet connection and it's just that the Sky interface thinks there is.

To answer your specific question.

- Wifi is turned off on the Sky Stream puck

- The ethernet comes via an unmanaged switch but this has never been a problem until today or with any other devices

- The router has no limit on this devices connection time and in fact has a DHCP reservation as of this morning when I tried that to see if it helps

- No VPN is installed on the router or network at all

The evidence so far points to a Sky issue here.

[Jporch316]

@DB05 

There are many posts in this forum where users have encountered issues using network switches 

it maybe worth trying direct to router or powerline adapters to see if the issue persists. 

[DB05]

@Jporch316 Thanks for your help with this.

If Sky Stream can't work with a switch which is performing normally for any other device then that's still a Sky issue. However, I did take the advice earlier today to try it without the switch and connected directly to the router with a very high quality ethernet cable. The same problems persist. I am convinced there isn't actually an Internet connection issue because if you can coax it to launch a channel or stream inside an app it behaves normally. It just seems to be the Sky interface that "thinks" there is an issue when in fact there isn't.

I've spoken to Sky again and got someone knowledgeable who tried to do some detective work and his conclusion was that it was some problem between the UID version and possibly the build version. He's had some screenshots from me and is passing them to business resilience within Sky. The Sky puck is going to be replaced in the hope it won't update to the same UID and build versions any time soon. 

In the meantime, my Freesat box is getting more use 🙂