topic Re: Unable to activate new sky stream puck in Sky Stream

Unable to activate new sky stream puck

Nav78621 — Sun, 21 Jan 2024 21:46:22 GMT

When I try to activate my new sky stream pick and try to link my account all I get is an oops error!

Re: Unable to activate new sky stream puck

Bobcatmctiger — Sun, 21 Jan 2024 22:29:39 GMT

Same here, anyone have a resolve? Unfortunately Sky are closed until tomorrow. 😡

Re: Unable to activate new sky stream puck

Fothergill1 — Sun, 21 Jan 2024 23:12:47 GMT

@Nav78621 and @Bobcatmctiger The usual cause of getting the Oops error message when trying to activate your Puck is that you are not signed into your My Sky Account.

If you are not signed into your My Sky account go to https://www.sky.com/mysky and log in.

Once logged in go to https://www.sky.com/productsettings/streaming-tv/activate This is where you can enter your activation code that appeared on your screen during setup.

The following link is to a setup help guide which may also help if you are still having issues:

https://www.sky.com/help/articles/setting-up-sky-glass-help

Good luck to both of you 🤞

Re: Unable to activate new sky stream puck

Bobcatmctiger — Sun, 21 Jan 2024 23:21:13 GMT

Thanks for the reply. It still says "oops error" even though I'm signed in.

Re: Unable to activate new sky stream puck

Fothergill1 — Sun, 21 Jan 2024 23:50:48 GMT

@Bobcatmctiger Seeing as that didn't help I would contact Sky tomorrow to seek their advise or if you prefer I can escalate your post to the Community Messaging Team who will send you an invitation for an online chat. Let me know if you want me to escalate it 😀

Re: Unable to activate new sky stream puck

Bobcatmctiger — Mon, 22 Jan 2024 00:03:16 GMT

Hi, thanks for the reply again.

Yeah, please escalate. thank you. I'll contact them tomorrow anyway as a matter of course. 👍🏻

Re: Unable to activate new sky stream puck

Fothergill1 — Mon, 22 Jan 2024 00:09:55 GMT

@BobcatmctigerIf you do speak to Sky and they resolve the issue for you please acknowledge the chat invitation when you receive it and just let them know you have resolved the matter. This saves them having to montor the chat.

As requested I have escalated your post to the Sky Community Messaging Team who will send you an invitation for an online chat.

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 and good night 👍

Re: Unable to activate new sky stream puck

Nav78621 — Mon, 22 Jan 2024 00:10:40 GMT

Thanks for the link. I tried it but I still get the same error message! I know my password is correct as I changed it and I can login!

Re: Unable to activate new sky stream puck

Fothergill1 — Mon, 22 Jan 2024 00:14:31 GMT

@Nav78621 I would suggest you call Sky in the morning for their advice. You can either phone them or I can escalate your post to the Community Messaging Team who will send you an invitation for an online chat. Let me know if you want me to escalate it.

Re: Unable to activate new sky stream puck

f1nerd21 — Mon, 22 Jan 2024 14:36:23 GMT

I'm also unable to link my account having phoned sky they just said reset the puck and hold the power button etc still no luck and when attempting to put the code to link the account just says try again later 😡please someone help

Re: Unable to activate new sky stream puck

Bobcatmctiger — Mon, 22 Jan 2024 16:37:59 GMT

I spoke to Sky this morning, I managed to link the main puck to the account. However, I only managed to do this via the My Sky app and the product settings>Stream pucks option. There was a "add device" option at the bottom of the page, which in turn allowed me to add the code.

Sky advised - I was only able to do this because I had the whole room add on installed.

Hope this helps .

Re: Unable to activate new sky stream puck

Fothergill1 — Mon, 22 Jan 2024 16:47:00 GMT

@Bobcatmctiger Thanks for posting back with the solution, I wish more people would do so. Hopefully this will also help @Nav78621 and @f1nerd21 to fix their issue.

Re: Unable to activate new sky stream puck

Bobcatmctiger — Mon, 22 Jan 2024 16:58:10 GMT

They also made sure, my account email and correspondence email were exactly the same. I had mine set on two different emails, this can cause confusion.

The emails can be changed within the My Sky app as well. 👍🏻

Re: Unable to activate new sky stream puck

Nav78621 — Mon, 22 Jan 2024 17:03:31 GMT

I had the same issue! We were trying to activate the Puck with a secondary email address which doesn't work! It must be done with the primary email. It took a while to sync, but all sorted now!

Thanks to everyone for there input here!

It would save the support desk and sky helpline a tonne of time if they make this clear in all documentation! 🤔

Re: Unable to activate new sky stream puck

Fothergill1 — Mon, 22 Jan 2024 17:43:12 GMT

@Nav78621 wrote:
It would save the support desk and sky helpline a tonne of time if they make this clear in all documentation! 🤔

@Nav78621 Fully agree.

Good to hear that you are now up and running 😀

Re: Unable to activate new sky stream puck

f1nerd21 — Tue, 23 Jan 2024 23:22:20 GMT

I have to wait 72 hours as apparently it's a sky issue with the puck anyone else has this advice before

Re: Unable to activate new sky stream puck

Nav78621 — Tue, 23 Jan 2024 23:33:10 GMT

Not sure why you would have to wait 72 hours for what exactly, did they say. I had a replacement puck and I was unable to activate due to me being unaware that you cannot activate it using a secondary email address, it has to be primary. I'm not sure if this will help you or not, but maybe worth a check?

Re: Unable to activate new sky stream puck

Kirst2 — Wed, 24 Jan 2024 18:34:31 GMT

I get no activation code. Reason what others have put I can confirm I am using the one email address, have been logged into my sky id account but no luck. It says it cannot validate account. I have also done the turn it off and on again. Rather frustrating.

Re: Unable to activate new sky stream puck

VirtualPostman — Wed, 24 Jan 2024 23:14:45 GMT

I just got my puck today, and have also had issues trying to get it connected. Stuck at the checking your status screen and then failing.

Turns out it needs to be updated.

Power off, then hold the little power button on the bottom of the puck, keep this button held and power back on. Keep your finger pressed on the button until the LED changes to a colour instead of whitem then release. Your puck will fully reboot and will then start updating itself.

You can then go through the setup process, which for me finally worked.