topic Re: Frozen Screen in Sky Glass

Frozen Screen

Graham-PC2 — Wed, 26 Feb 2025 10:21:53 GMT

I have a sky glass TV fitted in my office 1 metre from the rear of my house with a direct feed from BT fibre optic high speed broadband into my network to which the TV is connected and it works perfectly.

I have a television in the lounge of the house at one metre away from the office but separated by to exterior walls and I have a Sky Puck connected by broadband Ethernet cable hard wired from the BT input source in the office to the house and directly into the back of a separate router which then connects by CAT 5 to the puck and the LG television works perfectly. This creates a separate Wi Fi network within the house.

I have another SkyGlass puck upstairs in a bedroom connected to a Samsung TV and it used to work perfectly, connected to the separate WiFi but recently every time I go to switch on Sky glass it is a frozen screen and the remote will not move it. I have tried replacing the batteries in the remote and pressing 4 & 6 and 7 & 9 keys held down and replacing the batteries but it still won't work even after re-setting the puck several times. I have taken the puck downstairs and fitted it to the LG television and it works perfectly I have taken the remote from downstairs upstairs and it will not work. It looks as if the upstairs remote is faulty but any help would be welcome please - I have tried all the help item topics on the Sky website to no avail.

My Sky products show that they think I have 4 pucks but in reality it is just the two.

Re: Frozen Screen

mikealanr — Wed, 26 Feb 2025 12:45:58 GMT

Hi @Graham-PC2

A few things to unpack there. On your glass or pucks that are freezing: if you are connecting via ethernet make sure that WiFi is turned off in the settings. These devices will still try to connect via WiFi even with a cable connection.

It might also be worth ensure that in settings > start up and stand by > turn Networked Standby Mode ON and turn Overnight power save OFF. These are common causes of freezing at startup as some routers seem to take a little while to start talking with Glass / Pucks again.

In terms of the remote follow all steps outlined here: https://www.sky.com/help/articles/remote-control-help-sky-glass

MikeAlanR

Re: Frozen Screen

TimmyBGood — Wed, 26 Feb 2025 21:57:49 GMT

@Graham-PC2 wrote:

directly into the back of a separate router

Is that actually a router on default settings, or a router running in access point mode, or something else?