topic Re: streaming puck is disconnected in Sky Stream

streaming puck is disconnected

tonycoughlan311 — Thu, 02 Jan 2025 08:53:51 GMT

My 2nd streaming puck has disconnected and the TV cannot see the Sky screen, Just oddly happenedlast night. I think the wifi signal is poor to the tv but good to the streaming puck. I an watch Television channels via internet on the same samsung frame tv, but i cannot access sky via hdmi. Can anyone help? tried turning puck on and off and removing and reconnecting the hdmi cable- no luck

Re: streaming puck is disconnected

Tom-W19 — Fri, 03 Jan 2025 09:07:18 GMT

Hi @tonycoughlan311

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: streaming puck is disconnected

tonycoughlan311 — Fri, 03 Jan 2025 09:15:21 GMT

Hi - with a bit of support over the phone from sky this has been resolved. Thanks

Re: streaming puck is disconnected

MarkGoldsmith — Fri, 03 Jan 2025 11:08:23 GMT

@tonycoughlan311 do you know what the resolution was, as it may help others in the future if they have the same problem?

Re: streaming puck is disconnected

tonycoughlan311 — Fri, 03 Jan 2025 12:01:34 GMT

To resolve this, and disconnected and turned off the streaming puck and then swapped my pucks. I checked all cabling and it appeared the Samsung one connect cable was ever so slightly loose and I reconnected it with the help of electrical tape. Then I rebooted the pucks and the Samsung frame tv and it all worked. The lady on the phone was really good at troubleshooting and helped me every step of the way .