topic Re: Set up in Sky Stream

Can't set up sky stream

Kcm1979 — Fri, 18 Jul 2025 17:01:00 GMT

Hi, I have just plugged in my sky stream puk and unable to set it up. It won't even let me connect to the WiFi and just says it is doing an update. But how can it if it is not connected to broadband? Please help?

Issue with Sky stream set-up

Eamon2 — Tue, 05 Mar 2024 17:30:29 GMT

Sky stream arrived today. After connecting to my broadband it was sitting at "Sky stream setup" checking your status. Then it said software error. Third time trying now. Have unplugged and plugged back in.

Re: Issue with Sky stream set-up

Padam_Padam — Tue, 05 Mar 2024 17:43:51 GMT

@Eamon2 wrote:
Sky stream arrived today. After connecting to my broadband it was sitting at "Sky stream setup" checking your status. Then it said software error. Third time trying now. Have unplugged and plugged back in.

Make sure you keep it off at the wall for a good couple of minutes then try again. It's also adviseable to connect via ethernet to get the software update done.

Re: Issue with Sky stream set-up

MarkGoldsmith — Tue, 05 Mar 2024 18:04:23 GMT

It's possible if it stays stuck a reset will fix it. This shouldn't cause any unforeseen issues as the puck isn't setup yet anyway.

1. Turn the puck off at the plug.

2. Turn over the puck and hold down the power/standby button.

3. keep hold of the power button and turn the plug back on.

4. Keeping holding the the power button down until it turns amber and then it should turn green. Then you can let go.
5. The puck is reset, you'll have to connect to Wi-Fi or whatever you use, set up the remotes and then you'll get an activation code.
6. log into the sky activate site and enter the code and that's it.

Set up

Parky4 — Wed, 02 Jul 2025 12:40:10 GMT

My sky puck will not set up it keeps going to updating software

Re: Set up

Anonymous — Wed, 02 Jul 2025 13:01:28 GMT

@Parky4 You need to wait for it to finish updating then.

Obviously, if you're left waiting for half an hour then you might have an issue!

Re: Set up

Fothergill1 — Wed, 02 Jul 2025 14:41:19 GMT

Hi @Parky4 have a look at this LINK which explains what to do when you get stuck on updating software. It is basically taking through the recovery process which then allows you to start again.

Good luck 🤞

New Sky Puck

LAsh4 — Wed, 02 Jul 2025 17:05:58 GMT

We have just opened an account and received a new sky puck but when plugging in, as instructed, the box is not connecting and is just going to the updating software screen (but not showing a % of update), and then saying we need to restart.

weve not been given any option to connect to WiFi and is just stuck on the updating software screen.

thank you

Re: New Sky Puck

mikealanr — Wed, 02 Jul 2025 17:30:55 GMT

Hi @LAsh4

Follow the advice in this help article: https://www.sky.com/help/articles/setting-up-sky-glass-updating-software

MikeAlanR

Sky stream box

Tom276 — Wed, 02 Jul 2025 17:36:14 GMT

Hi my brand new sky stream box is stuck on updating system, I have got it out the box, plugged it in and it’s been on this page for hours, I’ve tried a hard reset and still the same. Can anyone help please

Re: Sky stream box

mikealanr — Wed, 02 Jul 2025 17:45:13 GMT

Hi @Tom276

There has been a post just before yours. I wonder if Sky are having some issues as there have been problem affecting Sky Sports this afternoon.

However Follow the advice in this help article: https://www.sky.com/help/articles/setting-up-sky-glass-updating-software

MikeAlanR

New set up of sky stream

Boo20 — Wed, 02 Jul 2025 17:45:21 GMT

Just setting up sky stream but when connecting the sky pucks, it comes up with a software error. We followed the instructions given to reset the puck and try to re-install software but it got nowhere and just goes round in circles. Have been on hold trying to speak to someone for 30 mins already so desperate for some help on this

Re: Sky stream box

MarkGoldsmith — Wed, 02 Jul 2025 17:45:34 GMT

@Tom276 wrote:
Hi my brand new sky stream box is stuck on updating system, I have got it out the box, plugged it in and it’s been on this page for hours, I’ve tried a hard reset and still the same. Can anyone help please

If you don't haven't already i'd suggest trying to connect it to your router using an ethernet cable and then unplugging the puck, waiting 1 minute then plugging it back in and see if that helps the system update work.

Re: New set up of sky stream

mikealanr — Wed, 02 Jul 2025 17:48:46 GMT

Hi @Boo20

You are now the 3rd post. Sky seem to be having issues this afternoon.

Try unplugging for a few minutes and try setup again. If it doesn't work try the advice here: https://www.sky.com/help/articles/setting-up-sky-glass-updating-software

MikeAlanR

Can not set up Sky streaming, freeze at check account status

Sachiko — Wed, 16 Jul 2025 10:57:44 GMT

Freezing at checking account status.

Tried all resolution options on Sky website, still same status freezing at cheking account status

Re: Can not set up Sky streaming, freeze at check account status

mikealanr — Wed, 16 Jul 2025 15:54:35 GMT

Hi @Sachiko

Follow the advice provided by Sky here: https://www.sky.com/help/articles/setting-up-sky-glass-checking-your-status

MikeAlanR

Re: Can not set up Sky streaming, freeze at check account status

Sachiko — Wed, 16 Jul 2025 21:49:03 GMT

Hi @mikealanr

Thank you for your reply, I have tried all resolution options on the sky advise.

I am now where software up-dating screen that seems frozen again!

Any advise on from this issue?

Appreciated all your advise, since I can't get on anyone on support phone, even awaiting 1 hour still unable to get on talking with someone.

Re: Can not set up Sky streaming, freeze at check account status

Jporch316 — Thu, 17 Jul 2025 05:58:30 GMT

@Sachiko wrote:
Hi @mikealanr

Thank you for your reply, I have tried all resolution options on the sky advise.
I am now where software up-dating screen that seems frozen again!
Any advise on from this issue?

Appreciated all your advise, since I can't get on anyone on support phone, even awaiting 1 hour still unable to get on talking with someone.

Try it with an Ethernet cable plugged in

Re: Can't set up sky stream

MarkGoldsmith — Fri, 18 Jul 2025 17:05:32 GMT

@Kcm1979 wrote:
Hi, I have just plugged in my sky stream puk and unable to set it up. It won't even let me connect to the WiFi and just says it is doing an update. But how can it if it is not connected to broadband? Please help?

Try connecting it via an ethernet cable and following these steps:

Connect your puck to the router through Ethernet and make sure it's plugged in at the mains.
Turn your Sky Stream puck off at the mains.
Hold down the Standby button on your puck for at least 30 seconds, then turn it back on at the mains while still holding the button.
Leave the puck powered on and connected to Ethernet for one hour.
Press the Standby button on your Sky Stream remote.
Turn the puck off at the mains, then back on again.

Once its done the update you can then setup and switch it back over to Wifi

Re: Can't set up sky stream

Kcm1979 — Fri, 18 Jul 2025 17:19:50 GMT

Thanks but my router is not near the TV so will it matter? Will this still work?