Please wait for your programme to load

[Natalie402]

I've come down this morning to this message on every live channel (bbc etc) - just a black screen and then it says 'technical fault'. I've rebooted and my internet looks strong on my phone? I've disconnected and then reconnected. Any ideas please?

[Iloveradiohead]

Programmes on all channels are not loading , I've just got a blank screen

[MarkGoldsmith]

@Natalie402 When you say rebooted, what exactly did you do?  Did you unplug the device, wait at least 30 seconds then plug it back in. You need to wait at least 30 seconds to ensure the power actually drains from the device and it turns off completely before turning the power back on.

also how is your Sky device connected to the internet, is it via WIFi or an Ethernet cable. Its worth opening the Netflix app, get help, check your network, and it should run some tests and show the connection speed that your Sky device is getting to the internet. Can you post the speed it tells you?

[MarkGoldsmith]

@Iloveradiohead  - see the above post those steps will also apply to you.

[purpleparrotuk]

@MarkGoldsmith  Why is this happening to more than one person at the same time? It happened to me on Sunday along with 3 people that posted on here. Surely there is a glitch causing this and making us have to power cycle the box to get it to work?

[MarkGoldsmith]

@purpleparrotuk - firstly who is to say that the issue started at exactly the same time for every user. What we do know is that it isn't a complete system outage which would be affecting all customers.

Yes other customers complain about the same issue, I've had the issue once but that's not to say they are happening at the same time to all users, which is what you seem to be implying.

All these devices are just mini computers so numerous reasons why they do need a reboot. It's possible for instance that perhaps all the affected users received a software update (these are rolled out in batches) and that's had an affect on the device and it's therefore needed a reboot, much like how phones have to reboot when you update them.

Unless I'm mistaken the stream devices don't reboot automatically when updates are rolled out to them, I'm guessing that's to avoid interrupting a user when they are using the device. Would it be useful if Sky implement a feature that you see on PCs and phones to say "your device requires a reboot please yes to do it now or wait to postpone" yes and I would quite like to see that. It would also be good to have a restart button that could be pressed without having to power the devices off by the plug.

we know that sometimes reboots are required likely due to the system becoming short of memory ( could be down to particular usage patterns I.w like having every app open at the same time and never closing them) or sometimes the internet dropping out for a brief moment requires a restart to properly fix everything (another thing that does happen on other electronic devices).

what will be the most useful thing for Sky is having more user information to help them investigate the causes. E.g this issue happen whilst I was watching X or using App Y or as the initial user mentioned it was fine overnight, we have turned it on this morning and now there are issues.

[purpleparrotuk]

So there were around 3 posts at approx 6 on Sunday all saying the same thing. Thats too much of a coincidence for me. 

[Exiled-in-HH]

It is also commonly related to memory leaks in poorly implemented software😉

[LanceCymru]

Got a sky glass end of October with Sports.  Managed to watch a couple of football games but now the TV guide does not work and constantly says waiting for program to load and nothing happens. We've done 3 resets and the to has been connected to WiFi then router.  To be honest this system it's not fit for purpose and reading every one else's comments confirms this.  Has anyone had this problem fixed yet?

[MarkGoldsmith]

Sounds like the issue is the strength and stability of the WiFi signal the device is getting. The WiFi hardware in these devices are average and aren't the top end components needed really for a streaming system for most peoples wireless networks.

For which the only thing to try is to disable WiFi in the settings and connect via Ethernet. If you can't connect directly to the router purchase a power line adapter instead which is designed for devices not near the router.

[Pcis]

As the device doesn't reboot some systems on update so users aren't affected, what would be nice is if it waited for the TV to be on standby then reboot anything that's been updated, might actually mitigate at least some of these issues and the ones it doesn't would be fixed by a simple turn off instead of a full power cycle.