topic Re: Sky glass software update in Sky Glass

Sky glass software update

Miffed4 — Wed, 15 Apr 2026 20:36:42 GMT

Tried the online instructions several times today, nothing happening. Now the puck is off and won't go on. Does anyone know what we should do next as of course there's no help from Sky?

Re: Sky glass software update

mikealanr — Wed, 15 Apr 2026 21:29:13 GMT

Hi @Miffed4

You will need to elaborate. Is this the software update when first settings the puck up? It's getting stuck?

You will need to follow the steps here: https://www.sky.com/help/articles/setting-up-sky-glass-updating-software

Namely step 4 the recovery process if your puck is now in a non responsive state.

MikeAlanR

Re: Sky glass software update

Miffed4 — Wed, 15 Apr 2026 21:38:31 GMT

Hi, no, we've had it for approx 4 years, it's worked fine until today. Tried following the instructions faithfully but no luck all day.

Re: Sky glass software update

Angel_Aka — Wed, 15 Apr 2026 22:06:12 GMT

@Miffed4 wrote:
Hi, no, we've had it for approx 4 years, it's worked fine until today. Tried following the instructions faithfully but no luck all day.

If it's a gen1 Glass TV then it's long out of warranty. You can try a factory reset with help from Sky but if it's failed and you don't have an extended warranty then you're out of luck. Time for a new TV maybe?

Re: Sky glass software update

lettice — Thu, 16 Apr 2026 03:28:15 GMT

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Re: Sky glass software update

LJB-C — Thu, 16 Apr 2026 09:16:08 GMT

Thanks for escalating this @lettice. We’ve sent @Miffed4 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.