topic Blank screen on initial set up in Sky Glass

Blank screen on initial set up

GarethHarland89 — Thu, 08 May 2025 13:40:54 GMT

Hello guys, numerous times I've got through a set up of Sky stream, issues with broadband being set up for 10days but has gone "live" today. But I'm no further forward with getting my Sky Steam set up. Numerous updates, numerous unplug and plug in, holding the standby button down and still stuck with a blank, black screen. Supposed to be on super fast 60+ but barely getting 1 bar on my WiFi (8.25 download) when not in the same room as my router. Any suggestions?

Re: Blank screen on initial set up

mikealanr — Thu, 08 May 2025 13:51:14 GMT

Hi @GarethHarland89

Can you clarify. Is it bank altogether or just when trying to watch a live programme? (I.e. can you see the menu etc?).

Sky stream requires 30Mbps for UHD and 25Mbps for HD so as you are below this your likely to run into issues. The best cause of action would be to rasie a fault with sky.

MikeAlanR

Re: Blank screen on initial set up

BenJoBanjo — Thu, 08 May 2025 13:52:18 GMT

@GarethHarland89

You'll never get a Stream puck set up properly with slow and unstable WiFi like that.

Connect an ethernet cable directly to the router and try to at least get it activated, then troubleshoot your poor WiFi.

Re: Blank screen on initial set up

GarethHarland89 — Thu, 08 May 2025 14:00:26 GMT

It's the initial set up part. My speeds won't be strong enough then. I can't link it through Ethernet because my router is far away from my tv and puck due to the layout of my flat.

I've tried it via a personal hotspot on my phone but speed wasn't strong enough, I've also taken it to my parents house with stronger/faster WiFi and it still didn't set up either. My inkling is the device is the issue

Re: Blank screen on initial set up

BenJoBanjo — Thu, 08 May 2025 14:06:44 GMT

@GarethHarland89 wrote:
It's the initial set up part. My speeds won't be strong enough then. I can't link it through Ethernet because my router is far away from my tv and puck due to the layout of my flat.
I've tried it via a personal hotspot on my phone but speed wasn't strong enough, I've also taken it to my parents house with stronger/faster WiFi and it still didn't set up either. My inkling is the device is the issue

You'll need to give Sky a ring then. They can talk you through further troubleshooting and will arrange a replacement puck if necessary.

Ideally you should try and get a long ethernet cable (you can get several metres really cheap) and try to set it up on your home broadband network. It's against the t's and c's of your contract to use the puck at any other address.

You will eventually need a fast and stable network connection otherwise having Stream will be pointless. The puck relies entirely on having a constant connection to Sky's servers, otherwise it simply won't function well.

Re: Blank screen on initial set up

Anonymous — Thu, 08 May 2025 14:47:05 GMT

@GarethHarland89 You could try buying some Powerline Adapters to help you connect your device to the router in the other room. This would be a good option for your circumstances. Worth trying before you concede defeat. You can get a pair cheaply at Argos/Amazon/eBay.

You can buy them to work with WiFi but the best way is to run an ethernet cable between the router to one adapter, then ethernet from the second adapter to the Stream box.