We are trying to watch the second episode of The White Lotus and all we get is a black screen

[Lchellingworth]

We are trying to watch the second episode of The White Lotus and all we get is a black screen and a note saying for us to wait for the programme to load. Then the screen goes back to The White Lotus home page. We’ve been trying for days.

[Anonymous]

What series? Does everything else work ok?

[Lchellingworth]

Thanks.

The third series. We watched the first episode and since then, we've not been able to watch anything on Sky.

I've turned off the puck, turned it on again.  Sky says my puck is working and all is well. 
All the programmes show but we choose and then the screen goes black and the message: wait for the programme to load. 
nothing happens. Very frustrating. Thanks. 

[Anonymous]

What speed are you getting on your puck?

Go to the Netflix app then go to "get help" on their sidebar and within there there's a network test/check. 

Can you report back the speed you're getting please? I ask because a lot of the time speed issues are the cause of this message. 

Also, it might be worth going to settings on Sky and in the System management screen go to Resets & updates and press Restart Device. Sometimes that can kick the gremlins out of the system. 

[MarkGoldsmith]

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@Lchellingworth wrote:

Thanks.

The third series. We watched the first episode and since then, we've not been able to watch anything on Sky.

I've turned off the puck, turned it on again.  Sky says my puck is working and all is well. 
All the programmes show but we choose and then the screen goes black and the message: wait for the programme to load. 
nothing happens. Very frustrating. Thanks. 

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Does this issue only occur for that episode or are you having this issue watching any of the sky on-demand content?

When you say you turned the puck off how did you do this?

[Lchellingworth]

Thank you. I will give it a go. 
Every other app is working well. 

[Lchellingworth]

45.14 mbps

[Lchellingworth]

Thanks 

It's for all Sky content. Every other app is working. 
I've paid my bill!! 

[Lchellingworth]

The speed was 45.14 mbps

[MarkGoldsmith · Accepted solution]

Try unplugging the puck for 10 minutes and see if that helps.

[lettice]

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@Lchellingworth wrote:

The speed was 45.14 mbps

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Your speed is just above the recommended, but depending on how busy your household is using the internet at times, there may be times when your local network bandwidth is just failing to supply the puck reliably at times.

Sky recommended minimum broadband speed of 25Mbps.
Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD

Using the live sync option also adds a few Mbps to each puck.

Might be worth running the Netflix test from a puck a few times over a half hour or so period at some of your household busiest network times, to see if the puck speed is low.

May be an option to connect via an Ethernet cable to your router, if you are using wifi. It may just give you a slightly more stable connection at busier network times.

If you do attach an ethernet cable, make sure in the Sky Stream puck settings, you turn wifi OFF under Network.

[Lchellingworth]

Okay thanks. Will try. 

[Lchellingworth]

Hi

Thanks. I think it's okay now. The community help has been invaluable.