netflix films in uhd cause puk to crash

[Dennis_S1]

If we try to watch a netflix film in uhd, the puk will crash. Can watch Netflix films in hd no problem. To watch netflix in UHD we have to watch Netflix on our smart UHD tv with no problems. Can watch other sky programs in UHD on PUK no problem. We have 900Mb broadband so internet speed is not the problem. Is there a problem with our main PUK, although have swopped it with our other home PUK upstairs and have the same problem. 

[Stephen+Mourton · Accepted solution]

@Dennis_S1   If not already done so, go to 'Settings' then 'System management' 'Reset & Updates' and select 'Refresh apps'.

It will say it is refreshing so wait for it to automatically take you back to the 'Home' screen.  You could then try and see if it is sorted but if not check again after 24 hours as it doe's continue to update in the background for quite some time.  I hope that helps.

[lettice]

Although it may clear some cache doing an app refresh, we have seen this problem a few times in the past for some customers on here.

Try the following.

On both pucks, on the Netflix app, go to the left menu, under Get help do a reload Netflix. 
This may log you of Netflix, just sign in again.

At this point, exit Netflix, do not play any content.

Put your pucks into standby, do not power off.

Reboot your broadband router.

Once the broadband router is up and running, go to each puck and do a settings restart;

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.

Once your puck is up and running, play a live tv channel for about five minutes before opening and playing UHD content in the Netflix app.