topic Re: New wifi but Glass connects withour asking for the PW so does not get the signal in Sky Glass

New wifi but Glass connects withour asking for the PW so does not get the signal

PaulNetflix — Tue, 27 Feb 2024 09:07:34 GMT

Needed to do a Glass reset amd also a new wifi but the connection screen does not ask for the new network PW so simply connects without signal!

Re: New wifi but Glass connects withour asking for the PW so does not get the signal

PaulNetflix — Tue, 27 Feb 2024 09:13:36 GMT

This means it will not perform the software update. Just gets stuck on that screen as it has not connected to the WiFi.

How can I get it to sign on properly when selected the network ie offer the password field?

Re: New wifi but Glass connects withour asking for the PW so does not get the signal

Fothergill1 — Tue, 27 Feb 2024 09:53:02 GMT

@PaulNetflix Have you tried to do another reset? It may help but if not you will need to speak to Sky. This can be done in person by phoning them or via an online chat if you would like your post to be escalated to the Community Messaging Team. If you would like to go down the online route post back here after you have tried another reset.

Re: New wifi but Glass connects withour asking for the PW so does not get the signal

PaulNetflix — Tue, 27 Feb 2024 10:08:00 GMT

Thanks @Fothergill1

Tried a reset several times and now seems stuck on the Software update page which it cannot fulfill.as not signed onto the wifi.

A bit of a circle going on!

Wondering if it needs a full factory reset.

Re: New wifi but Glass connects withour asking for the PW so does not get the signal

Fothergill1 — Tue, 27 Feb 2024 10:22:34 GMT

@PaulNetflix A factory reset is not generally advised unless you are asked to do so by Sky as it can sometimes lead to further complications which then need the intervention of a Sky backroom team to link it to your account again.

Having given the above caveat, as your Glass TV is not working anyway and the vast majority of factory resets are successful why not give it a go. You will have to go through the setup procedure again and also log into all of your apps again. If it still won't work correctly then you will need to call Sky for further troubleshooting.

The following is the hard reset/recovery process

On your Sky remote, press 4 and 6 together for three seconds. This will reset your remote.
Switch off your TV at the mains plug socket. There's no need to unplug it.
Press and hold the Standby button on the right-hand side of the TV.
Keeping your finger on the button, switch the power back on at the mains and wait until you see the LED lights flash, then remove your finger.
Let the Sky Glass TV complete the recovery process. This can take up to 15 minutes, depending on your broadband speed.
Switch the TV back on and follow the steps on screen to set up your TV

Good luck 🤞

Re: New wifi but Glass connects withour asking for the PW so does not get the signal

PaulNetflix — Tue, 27 Feb 2024 10:32:41 GMT

Hi @Fothergill1

That's the process I have followed but at the restart stage when it asks for the WiFi network I select the new WiFi.

At that stage it does not ask for the password (which I do have on the WiFi) but the screen says connected which it cannot possible be without the password

From there it starts the Software Uodate but obviously that does not.l work given it is not actually connected to my network.

So the issue is the WiFi sign on process where ir does ask for the password.

Re: New wifi but Glass connects withour asking for the PW so does not get the signal

PaulNetflix — Tue, 27 Feb 2024 10:35:05 GMT

Sorry,.I meant in my final sentence"....does NOT ask for the password...."

Re: New wifi but Glass connects withour asking for the PW so does not get the signal

Fothergill1 — Tue, 27 Feb 2024 11:04:56 GMT

@PaulNetflix Would you like to to escalate your original post to the Community Messaging Team? If so they will send you an invittion to an online chat.

Re: New wifi but Glass connects withour asking for the PW so does not get the signal

PaulNetflix — Tue, 27 Feb 2024 11:06:08 GMT

Yes please 👍

Re: New wifi but Glass connects withour asking for the PW so does not get the signal

Fothergill1 — Tue, 27 Feb 2024 11:10:49 GMT

@PaulNetflix As requested, I have esclatey this to the COmmunity Messaging Team.

The link below explains how the procedure works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed. Note replies from Sky are not instant so you will need to regularly check the chat thread.

Good luck 🤞

Re: New wifi but Glass connects withour asking for the PW so does not get the signal

PaulNetflix — Tue, 27 Feb 2024 11:13:22 GMT

Thank you so.much @Fothergill1 🤞

Re: New wifi but Glass connects withour asking for the PW so does not get the signal

Greenfingers001 — Tue, 27 Feb 2024 11:22:03 GMT

Thanks for escalating this. We’ve sent @PaulNetflix an invite to chat.