topic New sky puck stuck at 0% in Sky Stream

New sky puck stuck at 0%

Sophiedopeydoo — Mon, 05 Feb 2024 18:04:35 GMT

This is now our fourth sky puck and we had no issues with any of the others but this one will not connect. We have tried everything on the self help, reset the router etc but it's still not updating.

Re: New sky puck stuck at 0%

MarkGoldsmith — Mon, 05 Feb 2024 18:13:13 GMT

@Sophiedopeydoo wrote:
This is now our fourth sky puck and we had no issues with any of the others but this one will not connect. We have tried everything on the self help, reset the router etc but it's still not updating.

@Sophiedopeydoo Try unplugging the stream puck for 5 minutes and see if that helps.

Re: New sky puck stuck at 0%

Sophiedopeydoo — Mon, 05 Feb 2024 18:23:42 GMT

we've tried unplugging for 10 mins but no luck 😕

Re: New sky puck stuck at 0%

MarkGoldsmith — Mon, 05 Feb 2024 18:30:58 GMT

Have you tried the following:
1. Turn the puck off at the plug.

2. Turn over the puck and hold down the power/standby button.

3. keep hold of the power button and turn the plug back on.

4. Keeping holding the the power button down until it turns amber and then it should turn green. Then you can let go.

if that doesn't work then it would point to perhaps the puck not getting an internet connection so it can't do the update. I'm assuming you have set it up via WiFi, perhaps try plugging in an Ethernet cable to see if that helps.

Re: New sky puck stuck at 0%

Sophiedopeydoo — Mon, 05 Feb 2024 18:50:40 GMT

Thank you! The holding the button down did the trick. Having an issue with getting the WiFi connected upstairs, but at least the puck is working!