topic Re: Software Error on 1 Sky Puck in Sky Stream

Software Error on 1 Sky Puck

Jason08 — Tue, 26 Nov 2024 20:33:06 GMT

One of my 3 sky Pucks shows Software Error every time I switch it on. I have followed all of the steps advised by Sky and that resolves the issue, but once the pick goes into standby mode it happens again and I have to repeat the process. Weirdly it doesn't recognise my pin either. Any advice?

Re: Software Error on 1 Sky Puck

lettice — Tue, 26 Nov 2024 20:48:58 GMT

Try doing the recovery process as in the article below;

If that does not work, further down in that article it mentions a Forced update using an ethernet cable.

One of these has solved this error for others previously

https://www.sky.com/help/articles/sky-glass-software-error

Re: Software Error on 1 Sky Puck

Jason08 — Tue, 26 Nov 2024 21:05:39 GMT

Thanks. I've tried the recovery process several times. I'll do the forced restart 👍

Re: Software Error on 1 Sky Puck

Jason08 — Wed, 27 Nov 2024 07:17:30 GMT

Unfortunately it didnt work. Like before it gave a temporary fix but when I switched on this morning the same software error occurred. 😔

Re: Software Error on 1 Sky Puck

lettice — Wed, 27 Nov 2024 07:40:04 GMT

Did you do them both with an ethernet cable, rather than using wifi?

Re: Software Error on 1 Sky Puck

Jason08 — Wed, 27 Nov 2024 13:01:29 GMT

I did yes

Re: Software Error on 1 Sky Puck

lettice — Wed, 27 Nov 2024 13:11:40 GMT

Ok, all I can suggest is you call Sky and work through the problem with them, telling them all you have currently tried.

They may send out a replacement puck, if they find your current one has a faulty software path.

You can call on 150 from a Sky Talk Line or Sky Mobile.
If you haven't got a current Sky Mobile or Sky Talk this link should help:
https://www.sky.com/help/home
Scroll down and click on ‘Need more help’ and it provides a 0333 number.
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.
Stay on the line and don’t hang up if prompted to. A some of the quieter times to ring are early morning or late evening.