White line flashes with a click

[bobwardd]

Hi all , another pain in the neck .....this becoming a regular occurrence resetting this stream box. There is a clicking noise with a bright white line across the TV screen.

pulling the power cable out and resetting it resolve the issues , I have tried changing the settings and it didn't solve it 

The speed is full fibre on a Ethernet cable and it is going through a denham amp .

There is other issues Apple TV freezes and channel 4  shows a error message and don't load , i don't know if these related 

any help  

[Ellie_TV]

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@bobwardd wrote:

Hi all , another pain in the neck .....this becoming a regular occurrence resetting this stream box. There is a clicking noise with a bright white line across the TV screen.

pulling the power cable out and resetting it resolve the issues , I have tried changing the settings and it didn't solve it 

The speed is full fibre on a Ethernet cable and it is going through a denham amp .

There is other issues Apple TV freezes and channel 4  shows a error message and don't load , i don't know if these related 

any help  

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A few things are unclear here.

What speed is your full fibre? You need to find out the speed the puck is actually receiving. To do this open the Netflix app on the puck, navigate to the get help menu and run a network check. What speed is reported? 
Make sure WiFi is turned off on the network settings. 
You say it's connected through an amp. The Ethernet connection goes through the amp? Or is the HDMI connection passed through the amp? 
Make sure the amp is capable of full 4K pass through and you are using HDMI cables of the same spec and speed on both parts of the chain: puck > amp and amp > TV. 

[bobwardd]

hi the network speed is 87.80 mbps which is strange because i have 290mbps comming into the house , wifi is off  and The Ethernet goes through the puck and the hdmi cable goes puck to amp to tv . Not sure about spec and speed but they where good specs.

many thanks

[Ellie_TV]

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@bobwardd wrote:

hi the network speed is 87.80 mbps which is strange because i have 290mbps comming into the house , wifi is off  and The Ethernet goes through the puck and the hdmi cable goes puck to amp to tv . Not sure about spec and speed but they where good specs.

many thanks

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That sounds correct in terms of the ethernet connection. The ethernet port on the Stream puck is capped at 100Mbps so getting high 80's is about right and is more than enough speed for all the services the puck uses. 

HDMI cables ideally should be of the same speed and spec. A pair of certified HDMI 2.1 cables (available for under a tenner on Amazon) will give you the best possible speed and bandwidth transmission for all resolutions and formats sent by the puck.

Have you tried connecting the puck direct to your TV and using ARC or eARC to send audio to your amp? This would show if the issue lies with passthrough on your amp. 

[bobwardd]

Thanks for your help. I'll give it a go and I'll look at new cables. Many thanks for your time.

[Ellie_TV]

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@bobwardd wrote:

Thanks for your help. I'll give it a go and I'll look at new cables. Many thanks for your time.

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No problem, good luck. If nothing improves give Sky a ring and ask for the puck to be replaced.