Unreliable service - no sound after 3 mains resets

[SR31]

• Having switched on tv and selected a programme on Sky Stream puck, there is no audio whatsoever. Removed power jack from rear of puck, and replaced then repeated after 2 more failures of audio. There is no service without sound. Sometimes the screen goes flat green during ads and when programme returns, it is still green screen. This is such a **bleep** service! The number of times that I have to do a mains plug removal and replace is unacceptable. If it continues I'll demand a full refund.

[lettice]

With the sound, what sound options in the puck settings  do you have selected?
Might be worth trying another option.

How are you playing audio, through a TV or soundbar?

For the green screen, is this when watching live TV or is it an app?

Green screens can occur, with hdmi cables not connected tightly, so remove and replace the hdmi cable from the TV and Puck.

Are you using the Sky supplied hdmi cable?

On apps for the green screen;

The Paramount + app has been known to play green screen during ad breaks and continue after that ad failure.

You will need to perform a Puck System restart and an apps refresh to help with that:

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.

For the apps refresh:

1. Press Home on your Sky remote, then select Settings
2. Press System management then Resets and updates and finally Refresh apps.
3. You'll see a message that says, 'Your apps are being refreshed'.
4. Press Dismiss to return to normal viewing.

The refresh can take 24 hours to complete.