topic Re: Stream puck keeps turning off in Sky Stream

Stream puck keeps turning off

offspring69 — Sun, 11 May 2025 15:11:58 GMT

My sky stream puck either keeps freezing or switching off? The only way to rectify it is to re-boot the puck by turning it off and on again?

Re: Stream puck keeps turning off

lettice — Sun, 11 May 2025 15:18:36 GMT

Have moved your post to the Sky Stream section, you originally posted in the Sky Gkass section.

Freezing can be a cause of your local network and it can seem to lock up the Sky Stream puck on occasions.

A quick check up;

Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

Best way to test is via a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests.
What is your speed for each puck?

Also, it may be suffering from interference,, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

More information like the above on the Sky FAQ help pages link here; https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-stream-puck/articles/connect-puck-sky-stream-check

Plus, rather than a power reset, tr6 the setting restart in the Sky Stream puck settings instead;

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

Re: Stream puck keeps turning off

Dazzasky — Sun, 11 May 2025 17:32:29 GMT

@offspring69 wrote:
My sky stream puck either keeps freezing or switching off? The only way to rectify it is to re-boot the puck by turning it off and on again?

I have escalated your post to Sky @offspring69 Keep an eye out for a message from them

Re: Stream puck keeps turning off

Greenfingers001 — Mon, 12 May 2025 07:45:29 GMT

Thanks for escalating this. We’ve sent @offspring69 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Stream puck keeps turning off

philff — Thu, 16 Oct 2025 20:18:26 GMT

I've got the same problem I have two pucks and one is HD and one is uhd the problem is on the UHD broadcast the set will lose the UHD signal and switch back and forth between HD and UHD . If I turn off air on the settings and switch to HD only it solves the problem

Re: Stream puck keeps turning off

philff — Thu, 16 Oct 2025 20:20:05 GMT

Turn off auto