topic Re: Sky Stream Puck YouTube Fault in Sky Stream

Sky Stream Puck YouTube Fault

Tiger911 — Mon, 18 Nov 2024 20:34:33 GMT

I changed from Sky Q, to Sky Glass / Stream about 5 - 6 weeks ago (just before the Glass Stream melt down). I wanted a Glass TV in the bedroom and had to change over to Stream for my other TV's, so I have one Glass TV and 3 pucks. The Glass TV and 2 pucks work great, no complaints at all, one puck which just happens to be connected to the lounge TV, just won't play Youtube without being reset and restarted, all other Appswork fine.

I've spent about 5 hours on the phone to Sky, trouble shooting, going through the same things and trying something else. Eventually they said they'll have to escalate the issue, and wait for the escalation team to contact me, nothing back after 3 weeks.

Don't see why they can't just send a replacement Puck out.

Anybody have similar issues?

Thanks

Re: Sky Stream Puck YouTube Fault

lettice — Mon, 18 Nov 2024 23:31:01 GMT

Assuming all other apps and live Tv work ok with this puck?

First try a Sky Puck settings restart.

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

Then, if you still get a YouTube failure, refresh your apps;

Press Home on your Sky remote, then select Settings
Press System management then Resets and updates and finally Refresh apps.
You'll see a message that says, 'Your apps are being refreshed'.
Press Dismiss to return to normal viewing.

The refresh can take 24 hours to complete.

Re: Sky Stream Puck YouTube Fault

Exiled-in-HH — Mon, 18 Nov 2024 22:39:12 GMT

@Tiger911 wrote:
Hi

I changed from Sky Q, to Sky Glass / Stream about 5 - 6 weeks ago (just before the Glass Stream melt down). I wanted a Glass TV in the bedroom and had to change over to Stream for my other TV's, so I have one Glass TV and 3 pucks. The Glass TV and 2 pucks work great, no complaints at all, one puck which just happens to be connected to the lounge TV, just won't play Youtube without being reset and restarted, all other Appswork fine.

I've spent about 5 hours on the phone to Sky, trouble shooting, going through the same things and trying something else. Eventually they said they'll have to escalate the issue, and wait for the escalation team to contact me, nothing back after 3 weeks.

Don't see why they can't just send a replacement Puck out.

Anybody have similar issues?

Thanks

Is it the puck or the location?

Re: Sky Stream Puck YouTube Fault

Tiger911 — Tue, 19 Nov 2024 19:59:59 GMT

Thanks for the replies, but;

As I said, I spent hours on the phone with a Sky tech agent, we went through all the reset / update options, they can see all the fault codes when you give them the serial number, nothing worked.

This puck is connected via a network lead (supplied by Sky to see if this was the cause of the issue), I did try having it connected over wifi, but the issue remained.

I've seen other posts from user's having issues with the black screen when trying to use Youtube, but haven't seen a solution.

I've thought of swapping this puck out for one of the others, to make sure it's not the location, but I'm worried I'd accept this as the solution.

I just don't know what Sky's escalation team is supposed to do.