topic Sky glass stuck in software update mode but no internet connection in Sky Glass

Sky glass stuck in software update mode but no internet connection

GFX83 — Sat, 12 Oct 2024 08:12:09 GMT

Yesterday my sky glass lost intermet connection but was connected to my router.

I reset and retried to connect but still got the same message all day.

after multiple forums and google searched I've ended up at the "updating software" screen. However I believe it's not working because the tv is not connected to the internet.

is there a way to bypass this phase and/or reconnect my tv to the internet before the reboot? I think this may be the only option other than getting a new tv!

I have literally tried everything I can source on the internet.

Re: Sky glass stuck in software update mode but no internet connection

lettice — Sat, 12 Oct 2024 08:27:17 GMT

Are you using a wifi conenction?

If so, try temporarily connecting an ethernet cable from your Sky Glass TV to your router and retry. once connected and back up and working, retry adding the wifi connection and when connecetd remove the temporary ethernet cable.

Re: Sky glass stuck in software update mode but no internet connection

GFX83 — Sat, 12 Oct 2024 08:31:07 GMT

Yes. Since posting the question I have connected to Ethernet and the update is complete.

I now have a black screen,

Ive tried to reconnect to the internet using both WiFi and Ethernet.

The tv will connect, to the router but will not connect to the internet.

Re: Sky glass stuck in software update mode but no internet connection

lettice — Sat, 12 Oct 2024 08:34:32 GMT

@GFX83 wrote:

Yes. Since posting the question I have connected to Ethernet and the update is complete.

I now have a black screen,

Ive tried to reconnect to the internet using both WiFi and Ethernet.

The tv will connect, to the router but will not connect to the internet.

What happens when you try the reset option as shown in your photo

From memory, that should allow you to remove the wifi connection and set to ethernet?

Re: Sky glass stuck in software update mode but no internet connection

GFX83 — Sat, 12 Oct 2024 08:37:40 GMT

I've tried both multiple times.

this is the issue I had origin au which prompted me to start the reboot process.

is it possible that my IP address is blocked for some reason?

Re: Sky glass stuck in software update mode but no internet connection

Jporch316 — Sat, 12 Oct 2024 08:40:34 GMT

@GFX83 wrote:
I've tried both multiple times.

this is the issue I had origin au which prompted me to start the reboot process.

is it possible that my IP address is blocked for some reason?

It's worth pulling the plug on your router for 10 mins. This should refresh your external ip address

Re: Sky glass stuck in software update mode but no internet connection

lettice — Sat, 12 Oct 2024 08:42:49 GMT

@GFX83 wrote:

I've tried both multiple times.

this is the issue I had origin au which prompted me to start the reboot process.

is it possible that my IP address is blocked for some reason?

Dont think so, for the blocked address. Have you experienced issue like this with you isp before?

Could you show a screen shot of what you get when selecting reset?

Plus, if it allows on the reset path, try temporarily connecting to a phone mobile hotspot that you create on your home wifi or 4g with a smartphone that is coneected to your wifi or on a strong good 4g signal

Re: Sky glass stuck in software update mode but no internet connection

GFX83 — Sat, 12 Oct 2024 08:43:05 GMT

Ah ok. I didn't know resetting the ip address was that simple.

I'll give it a go and come back if there's no change.

Re: Sky glass stuck in software update mode but no internet connection

Jporch316 — Sat, 12 Oct 2024 08:44:07 GMT

@GFX83 wrote:
Ah ok. I didn't know resetting the ip address was that simple.

I'll give it a go and come back if there's no change.

Out of interest who is your ISP?

Re: Sky glass stuck in software update mode but no internet connection

GFX83 — Sat, 12 Oct 2024 08:44:58 GMT

Plusnet

Re: Sky glass stuck in software update mode but no internet connection

GFX83 — Sat, 12 Oct 2024 08:45:37 GMT

Tried this last night but couldn't find my phone on the WiFi options.

Re: Sky glass stuck in software update mode but no internet connection

lettice — Sat, 12 Oct 2024 08:50:47 GMT

@Jporch316 wrote:

@GFX83 wrote:

I've tried both multiple times.

this is the issue I had origin au which prompted me to start the reboot process.

is it possible that my IP address is blocked for some reason?

It's worth pulling the plug on your router for 10 mins. This should refresh your external ip address

It has been noted recently on here that on a fibre connection, especally an ISP connected to an Openreach line via an ONT, like EE, Sky or Plusnet, that to force an IP now requires the router being unplugged for at least half an hour.

Re: Sky glass stuck in software update mode but no internet connection

GFX83 — Sat, 12 Oct 2024 08:54:17 GMT

Ok. I'll leave it 30mins.

I was just about to turn it back on. I'll wait.

I've noted down the ip address from my router settings. Il check that it's changed before I turn the tv back on.

If not. Maybe a call to plusnet? Would they be able to change it?

Re: Sky glass stuck in software update mode but no internet connection

Jporch316 — Sat, 12 Oct 2024 08:58:12 GMT

@lettice wrote:
@Jporch316 wrote:
@GFX83 wrote:
I've tried both multiple times.

this is the issue I had origin au which prompted me to start the reboot process.

is it possible that my IP address is blocked for some reason?
It's worth pulling the plug on your router for 10 mins. This should refresh your external ip address
It has been noted recently on here that on a fibre connection, especally an ISP connected to an Openreach line via an ONT, like EE, Sky or Plusnet, that to force an IP now requires the router being unplugged for at least half an hour.

Thanks @lettice wasn't aware of this !

Re: Sky glass stuck in software update mode but no internet connection

GFX83 — Sat, 12 Oct 2024 09:28:46 GMT

Ok so my ip address is changed.

router and off and tv for plus 30mins

still the same issue.

connected to router

no internet connection

Re: Sky glass stuck in software update mode but no internet connection

Jporch316 — Sat, 12 Oct 2024 09:34:01 GMT

@GFX83 wrote:
Ok so my ip address is changed.

router and off and tv for plus 30mins

still the same issue.

connected to router
no internet connection

Have you carried out a reset of your tv ?

Re: Sky glass stuck in software update mode but no internet connection

Jporch316 — Sat, 12 Oct 2024 09:35:53 GMT

Also when setting up with the ethernet connection did you get fully up and running ? Best practice to leave the ethernet connected for a few hours at least while using the tv normally

Re: Sky glass stuck in software update mode but no internet connection

GFX83 — Sat, 12 Oct 2024 10:02:41 GMT

Yea tried to connect via Ethernet and also WiFi.

neither work.

Re: Sky glass stuck in software update mode but no internet connection

Jporch316 — Sat, 12 Oct 2024 10:34:06 GMT

@GFX83 wrote:
Yea tried to connect via Ethernet and also WiFi.

neither work.

I will escalate your post to the online sky support team .... lookout for an invitation to chat on here ....

Re: Sky glass stuck in software update mode but no internet connection

GFX83 — Sat, 12 Oct 2024 10:34:57 GMT

Ok great