topic Puck freezing and restarting and black screen in Sky Stream

Puck freezing and restarting and black screen

Ejrpr29 — Wed, 27 Dec 2023 19:37:18 GMT

I have Sky stream activated today. Set up was without issue but when I watch shows either via app or live TV it freezes, restarts itself and then I get stuck on black screen. Remote doesn't respond and the puck has a white light on? Any advice would be greatly appreciated. TIA

Re: Puck freezing and restarting and black screen

Fothergill1 — Wed, 27 Dec 2023 19:48:17 GMT

@Ejrpr29 As an initial step I would reboot the puck as this can resolve many glitches. Simply switch off your Puck at the plug socket and wait for a minute before turning it on again. I will take about a minute to reboot.

If you still have issues check the speed of the WiFi signal being received at the puck (not that being received at the router). This can be checked with the Netflix App (Get help > Check network). The minimum speed recommended for HD is 25mbps and 30mbps for UHD (add 5mbps to each if you have an additional puck).

Re: Puck freezing and restarting and black screen

Ejrpr29 — Wed, 27 Dec 2023 20:13:41 GMT

Thanks for the quick response. I have tried that it is shows I get more than enough mbps, but still experiencing issue?

Re: Puck freezing and restarting and black screen

Fothergill1 — Wed, 27 Dec 2023 20:16:58 GMT

@Ejrpr29 Would you like me to escalated your issue to the community messaging team? If so they will send you an invitation to an online chat but due to the holiday period they are likely to be on reduced staff so might not be as quick to respond as usual.