Whilst on Live Pause, the puck keeps going on standby

[LizaBarton]

Even with a new puk my tv keeps going into standby even though I've gone through all settings, its now going into standby when i pause

Moderator note: subject of thread updated to better reflect the conversation

[Fothergill1]

Hi @LizaBarton and welcome to the forum.  Like you I find this very annoying but unfortunately it is designed to only pause for a few minutes before it either releases the pause or puts the device into standby mode.  It is apparently part of the ECO friendly features that are required in various jurisdictions.

To overcome this (when I remember) if I think I might be a while instead of pausing I use the remote voice control and say "back 10 minutes" or whatever is an appropriate time.  When I return to the TV I generally just have to FF or RW a minute or 2 to get back to the desired position.  It's a bit of a faf but better that the alternative.

[LizaBarton]

Thank you for your help, still very frustrating but hey ho

[KevNewMedia]

Hi @LizaBarton 

Welcome to the Community 🙂.

I understand that you’ve posted this problem a couple of weeks back, however, can I ask a few questions about this issue:

• Have you seen any on-screen messages to advise it's going into standby?
• Does it happen whilst watching live TV, On Demand or in an App?
• Do you have ad-skipping?
• Do you know how long you are on pause, before this issue happens?
• Do you have Sky Glass? Does it happen on there as well?

[LizaBarton]

Hi, it happens on live tv, I pause for 5 mins, I do still have ads, I do see the notice when im watching tv, but it can happen 3 times in a morning 

[KevNewMedia · Accepted solution]

Thank you for the update @LizaBarton 

I've passed the details to our support teams to investigate.

I'm going to mark this post as the current answer, so that everyone has the most up-to-date information.

[Fothergill1]

Hi @KevNewMedia.. Are the Glass TVs and pucks not supposed to do this as part of the ECO features.  Mine have always done it and I was caught out literally 5 minutes ago by the same thing.  I went to take the rubbish out and put the TV on pause (live broadcast) but ended up chatting to someone.  When I came back 10 minutes later the puck had shut down.  I also have Ad skipping.

It's very annoying and needs to be a longer period before the puck switches off.

[KevNewMedia]

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@Fothergill1 wrote:

Hi @KevNewMedia.. Are the Glass TVs and pucks not supposed to do this as part of the ECO features.  Mine have always done it and I was caught out literally 5 minutes ago by the same thing.  I went to take the rubbish out and put the TV on pause (live broadcast) but ended up chatting to someone.  When I came back 10 minutes later the puck had shut down.  I also have Ad skipping.

It's very annoying and needs to be a longer period before the puck switches off.

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Hey @Fothergill1 

I'm not sure of the times and have asked for this to be checked. I haven't seen it on either of my Glass TV's thus far.

Eco will kick in after you've been watching Live TV or On Demand for 55 minutes, and will produce the on-screen message if it detects that the remote hasn't been used. In this instance, either picking up the remote or if you've got Sky Live, I've found waving at it, also resets it.

[Fothergill1]

Thanks @KevNewMedia .  The need to pick up the remote after 55 minutes I see from time to time but not often as you need to pick up the remote to skip the Ads so it cancels it out..

The puck shutting down when on pause for only a few minutes has always happened and has been mentioned on the forum countless times.  I assumed it was supposed to do it for ECO purposes as my previous puck did it and the replacement I received a few months ago  also does it. I don't have any issue with the concept just the short time period before it shuts down.

I will do a little experimentation and report back later in the day.

[Fothergill1]

Hi @KevNewMedia.. As promised I have been doing a little experimentation into the puck shutting down when in pause mode.

I found that when watching live TV (even if watching a few minutes in arrears) the puck will always display the move remote warning after being paused for exactly 10 minutes and will then shutdown 60 seconds later.  I tried this with BBC1, ITV, Ch4, Ch5, Sky Max and Sky Atlantic.

The same thing happened with Ch4 when using the watch from start function and also when playing a programme from the CW rail or playlist (tested with Sky Witness and Sky Arts).

When watching something on one of the Apps it did NOT shutdown.  I tried both the Ch4 and Discovery + Apps and left them on pause for 16 minutes with no shutdown.

I hope this is of some help.

[MarkGoldsmith]

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@LizaBarton wrote:

Even with a new puk my tv keeps going into standby even though I've gone through all settings, its now going into standby when i pause

Moderator note: subject of thread updated to better reflect the conversation

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@Fothergill1 Just to add to this, whilst I also have always seen it happening after 10 mins on my puck ever since i had it, I've noticed, since getting my Glass AIR you do certainly get longer on the Glass before it auto switches off.