topic Sky puck reset in Sky Stream

Sky puck reset

Victoria333 — Tue, 17 Jun 2025 08:55:01 GMT

My sky puck was not switching on this morning, done the reset as advised and now it's been on the 'sky stream' screen for nearly an hour after doing an update.

Has anyone found a way to fix it or does it need replacing (and how easy is that to do through sky?)

Re: Sky puck reset

Fothergill1 — Tue, 17 Jun 2025 10:45:32 GMT

Hi @Victoria333 .

I had something similar a few weeks ago when my puck was stuck on the Sky logo which ultimately resulted in my puck being replaced after the recovery process also failed multiple times.

Try looking the suggestions at the following link.

https://www.sky.com/help/articles/power-issue-help-sky-glass-sky-stream-puck

The last option in the link is the recovery process. If after this you are still having issues I would call Sky for additional troubleshooting.

Re: Sky puck reset

TB18 — Tue, 17 Jun 2025 18:04:32 GMT

Sky won't troubleshoot it. They will just send you a new puck & hope the problem will go away. But it probably won't because the pucks aren't the problem

Re: Sky puck reset

Fothergill1 — Tue, 17 Jun 2025 20:03:35 GMT

@TB18 wrote:
Sky won't troubleshoot it. They will just send you a new puck & hope the problem will go away. But it probably won't because the pucks aren't the problem

@TB18 They asked me what I had already tried and then made a few other suggestions but in the end they determined that my puck had developed a fault. The new puck was received a few days later and was fully setup and running within 10 minutes of unboxing and luckily I have not had any issues since then 🤞. This would indicate that the puck was in fact the problem (in my case at least 😀)..