topic Re: Stream Puck software error in Sky Stream

Stream Puck software error

Laurah8484 — Sat, 14 Jun 2025 06:52:41 GMT

My downstairs Puck stopped working so reset it. Now it won't connect stating software error. It's been hard reset loads, sky sent a new Puck same issue.

Checked my Internet but that's fine as other Puck working fine and in that same area, also tried ethernet, all to no avail.

Is this a common issue as sky support seem stumped and I'm not willing to accept this service just 2 months in to my contract

Re: Stream Puck software error

GD1 — Sat, 14 Jun 2025 06:56:27 GMT

@Laurah8484 Are you able to connect an ethernet cable to the puck from the router? This may allow it to update.

Re: Stream Puck software error

lettice — Sat, 14 Jun 2025 07:00:54 GMT

When you say reset, what exactly do you mean?

If you mean the settings restart here;

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.

It is not advised to do a factory reset in settings, unless Sky themselves have asked you and should only be done on Skys advice or when you are on a chat or call with Sky.

It can sometimes cause ongoing account issues after doing it, that only Sky can fix.

Try the recovery procedure as laid out in step 4 here;

https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-stream-puck/articles/power-issue-help-sky-glass-sky-stream-puck

If that does not resolve your issue, come back here and we can escape to the Sky community online messaging team to work through a resolution with you.

Re: Stream Puck software error

Laurah8484 — Sat, 14 Jun 2025 07:41:54 GMT

Restarted it via the settings as voice stopped working. Since the sky support have had me hard reset as in hold down the button underneath and power cycle. It downloads the updates says connected but the says checking status and then software error

Re: Stream Puck software error

Laurah8484 — Sat, 14 Jun 2025 07:43:41 GMT

I've tried WiFi, hot-spot and ethernet. The other Puck works fine in the same location, defo not my Internet.

It even says it's downloaded software, then at checking status screen returns a software error and QR code.

Re: Stream Puck software error

lettice — Sat, 14 Jun 2025 07:55:36 GMT

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Stream Puck software error

Lisa-P1987 — Sat, 14 Jun 2025 09:03:17 GMT

Thanks for escalating this. We’ve sent Laurah8484 an invite to chat.

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

Re: Stream Puck software error

TB18 — Sat, 14 Jun 2025 09:55:25 GMT

The exact same thing has happened to me also. And I've had no TV for 3 days now.

Please help

Re: Stream Puck software error

TB18 — Sat, 14 Jun 2025 09:56:20 GMT

I'm stuck on the software error and QR code page. No tv for 3 days. Please help

Re: Stream Puck software error

lettice — Sat, 14 Jun 2025 10:19:58 GMT

@TB18 wrote:

The exact same thing has happened to me also. And I've had no TV for 3 days now.

Please help

Can you try the recovery procedure as laid out in step 4 here;

https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

If that does not resolve your issue, come back here and we can escalate to the Sky community online messaging team to work through a resolution with you.

Re: Stream Puck software error

TB18 — Sat, 14 Jun 2025 10:27:11 GMT

Yes thanks. I've done that numerous times. It just ends up with being stuck on the 'Software error' page with the QR code

Re: Stream Puck software error

Tom-W19 — Sat, 14 Jun 2025 10:40:57 GMT

Thanks for escalating. We've sent an invite to @TB18.

Re: Stream Puck software error

TB18 — Sat, 14 Jun 2025 11:54:23 GMT

@Laurah8484 Did they manage to fix your puck?

Re: Stream Puck software error

CherylM88 — Sat, 14 Jun 2025 13:52:00 GMT

I have the same issue and just had a replacement puck which is stuck on the software update page. Day 2 of no tv now. Sky really need to get a handle on this as they can't keep sending out new pucks if they don't work either

Re: Stream Puck software error

Laurah8484 — Sat, 14 Jun 2025 14:49:16 GMT

I've tried to respond but the private message errors

Correct the highlighted errors and try again.

None of the users have PM enabled. Message will not be sent.

Re: Stream Puck software error

Laurah8484 — Sat, 14 Jun 2025 14:54:26 GMT

I've tried to respond but the private message errors

Correct the highlighted errors and try again.

None of the users have PM enabled. Message will not be sent.

Re: Stream Puck software error

TB18 — Sat, 14 Jun 2025 14:59:19 GMT

That's probably because there's nothing wrong with the pucks. The problem is probably on Sky's end. Rather than fix the issue on their end they just send out new equipment. Customer service is terrible with this company. Although it's not the employees fault, they're just doing their job.

Stream has been having issues since Thursday & it seems to have f****ed up the system.

Re: Stream Puck software error

CherylM88 — Sat, 14 Jun 2025 15:56:58 GMT

I have called them again regarding my new puck having the same issues and they don't seem to be taking on board it's not a puck issue. Just saying they will send a replacement

Re: Stream Puck software error

Laurah8484 — Wed, 18 Jun 2025 03:55:28 GMT

Has anyone since had a replacement and it's worked? I'm a week later and it's still got the software error. I've been waiting on a sky back office team to action something but the agent I spoke to is still waiting on them to action it. Not sure what they are trying to do.

Will be raising a formal complaint later today if it's not resolved as its unacceptable to have paid for the Puck and the monthly 'multi room' fee and be without tv on the second Puck for over a week now with no resolution in sight

Re: Stream Puck software error

CherylM88 — Wed, 18 Jun 2025 07:20:42 GMT

I received a new puck on Monday (my third one) and that seems to have worked. Sky still can't actually explain what the problem is. I told them on the phone at the time I was aware other people were having problems but they still insisted it was a puck problem. Maybe once you get a new box it'll work this time