topic Re: Sky Puck stuck in recovery mode in Sky Stream

Sky Puck stuck in recovery mode

colinhype — Tue, 02 Apr 2024 18:38:01 GMT

I recently dug out the Puck that I'd forgotten I'd ordered a few months ago. Connected to my dumb tv, fired up first time, selected the right network and it got stuck on "We're checking your details" or something like that. Put it in recovery mode, it now boots up and after telling me it needs an update moves to a Sky Q UI and asks me to press 4 and 3 on the remote. I do that and nothing happens. Do I need to buy a Sky Q remote to get the Puck up and running? I now can't get it out of recovery mode, have tried leaving it connected so it downloads the update but it did nothing.

Re: Sky Puck stuck in recovery mode

peter-marlow+1966 — Tue, 02 Apr 2024 18:40:19 GMT

Best thing to do is ring sky

Re: Sky Puck stuck in recovery mode

colinhype — Wed, 03 Apr 2024 17:10:50 GMT

I have and they gave me some steps to try, said they would call me back but didn't.

Re: Sky Puck stuck in recovery mode

Fothergill1 — Thu, 04 Apr 2024 19:22:37 GMT

@colinhype Unless you have made a typo I'm not sure why you are selecting buttons 3 & 4 as to my knowledge this does nothing. To pair a remote you should be selecting the following:

Press 4 and 6 together for three seconds for IR mode
Press 1 and 3 together for three seconds pairs the remote in bluetooth mode. A connected message should appear on your screen, press continue and it's all done.

If the puck is stuck in the recovery mode unplug it for a while and then start the process again.

Re: Sky Puck stuck in recovery mode

colinhype — Thu, 04 Apr 2024 21:14:07 GMT

It definitely says 4 and 6 and looks like Sky Q UI, not sky puck/glass. I called sky a few days ago and was promised a call back but never got one.

Re: Sky Puck stuck in recovery mode

Fothergill1 — Thu, 04 Apr 2024 22:02:49 GMT

@colinhype You had a typo on your original post (you said 4 and 3) which is why I was concerned.

To get you some help with this 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.

Re: Sky Puck stuck in recovery mode

Lisa-P1987 — Fri, 05 Apr 2024 07:34:24 GMT

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

Re: Sky Puck stuck in recovery mode

Addie15 — Mon, 08 Apr 2024 07:46:28 GMT

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.