topic Re: Puck - Flashing White Light in Sky Stream

Puck - Flashing White Light

ScoobyDrewUK — Sat, 18 Jan 2025 23:11:20 GMT

I probably know the answer to this but thought I'd ask anyway.

My Stream Puck won't turn on (no lights at all)

On reboot the puck light goes white (solid) and then flashes and then displays no light.

No signal to the tv at all

TV and HDMI cable tested fine

This has been the case for 2 days, so any signs it could be a firmware update (which I have been it could be) are definitely out the window.

Have followed Skys steps, and ridiculously after a few questions, ive been asked to check the software version. I mean, come on

These pucks are so flakey. Once a week they error in some fashion. Wish I could go back to Sky Q.

Any further advice before I call tomorrow and get told to switch it off and back on again?

Thanks in advance for your support.

Re: Puck - Flashing White Light

Chrisee — Sun, 19 Jan 2025 07:41:47 GMT

@ScoobyDrewUK I havec3 pucks and they all work properly and therexare literally millions of the units working for customers so why yoyrs are misbehaving is not in any way normal.

Sky's recommended recovery process is to switch off the power to the puck and hokd down the power button on the bottom of tge puck as you switch the power back on and kepp it held in untilthe kight flashescyellow and red. This forces the unit to load a new operating system which does take a few minutes after this the hub sgould operate normally. If it doesnt then it is likely to be faulty.

Re: Puck - Flashing White Light

ScoobyDrewUK — Sun, 19 Jan 2025 08:02:07 GMT

Thanks for your response

That was actually part of the diagnostics on the sky help page which I have been through, and it es the lights flash as you have mentioned, but then go out again and then nothing

The stream boxes, just don't have the operating power to run the OS that's on them. They're clunky, slow, delays in response, crash to home page, randomly switch off etc etc. the feeling is very mutual, for a lot of people.
Like sky's routers, they are under developed, under powered, and more beta testing should have been completed, before the rushed roll out.....

Thanks anyway for getting back to me.

Re: Puck - Flashing White Light

GD1 — Sun, 19 Jan 2025 08:29:13 GMT

@ScoobyDrewUK The stream puck do have enough processing power, as already advised there are 1000s of puck in use all without any problems.

Also as advised it may be a faulty puck.

Any crashing, slow loads and clunkiness can be a result of poor/slow WiFi which can happen even if you have the fastest speeds available to your router.

Like a lot of people I disagree with your diagnosis as I and many, many, many others have no issues with the stream pucks.

Have you spoken to Sky about the issues?

Re: Puck - Flashing White Light

MarkGoldsmith — Sun, 19 Jan 2025 14:13:54 GMT

@GD1 wrote:
@ScoobyDrewUK The stream puck do have enough processing power, as already advised there are 1000s of puck in use all without any problems.

Also as advised it may be a faulty puck.

Any crashing, slow loads and clunkiness can be a result of poor/slow WiFi which can happen even if you have the fastest speeds available to your router.

Like a lot of people I disagree with your diagnosis as I and many, many, many others have no issues with the stream pucks.

Have you spoken to Sky about the issues?

Completely agree with this. What a lot of people fail to understand is that not much is actually run direcly from the puck, with the puck connecting remotely to Sky servers and most of the operations actually performed on the remote servers. As a result local processing power on the puck is less important and the key thing is a strong, stable connection to the internet.

Re: Puck - Flashing White Light

ScoobyDrewUK — Wed, 22 Jan 2025 11:41:37 GMT

You need to understand that the puck still needs to do the ground work. You can't put a mini engine in a Porsche and expect it to go fast.

I've had constant conversations with Sky and, credit where it's due, they are pleasant and do there best, but they are trying to fix an unfixable product, so respect to the front liners. Problems got so bad that I now am making. a record of everytime something happens, which is currently more than once a week

I have 2 pucks and they are both slow, even after change out.

Sky have rolled the puck out with 4gb ram, and that's just not enough. Full list of issues include:

1. Apps unable to open and asked to try again

2. Apps taking an age to open, screen open goes blank whilst this happens

3. OS is slow and clunky - Clicking options is slow to respond, pointing to hardware maxing out. (I put a tester on the box and on idle the ram is running at 87%, that's just to "stay afloat" Move around the menu and it maxes out. Now wonder it struggles to open anything.
4. Poor OS layout. - got someone of a slightly older age to review and got lost finding the planner screen. This shoud be single click. Think to get the full list it's 4 clicks.
5. Channel listings or "Planner" as us oldies would remember it (sky advisor didn't have a clue what I was talking about when I spoke to them) take an age to load channel name and program information.
6. Randomly during watching live, streamed or app shows, returns to main menu (biggestest issue by far)

7. Remotes are still chomping through batteries, have tried 2 or 3 brands, and tried rechargeables. Replacing monthly.

8. Regular problems with picture and audio not syncing up. Sometimes up to 2-3 seconds difference. Usually caused by rewinding a show, but not always

9. Server recordings have failed. For example an F1 race I “recorded” or made available to watch, had not recorded correctly at the Sky server end, and when watching every 10 seconds would skip forward 3 seconds - BRILLIANT. No solution by Sky at all on that one. Marked as a known issue.

I mean I could go on.

I have a 1Gbps P2P monitored circuit. Since 21/09/24 has run at 99.989%. Failover 5g, at 200mbps.

Jitter, ping, upload and download monitored.

Re: Puck - Flashing White Light

Anonymous — Wed, 22 Jan 2025 12:10:36 GMT

That really does point to a device issue, have you enquired about a replacement?

They're not the fastest device in the world, but it shouldn't be having these issues you've talked about (with the exception of the sound sync issue which is on-going).

As a side-note, I'm interested in how you tested the RAM. If it's replicatable perhaps others could share theirs as a comparison.

Re: Puck - Flashing White Light

Mark39 — Wed, 22 Jan 2025 16:03:01 GMT

@Anonymous wrote:

That really does point to a device issue, have you enquired about a replacement?

I agree - either that or a broadband connection issue. I don't have any of the issues reported by @ScoobyDrewUK

Re: Puck - Flashing White Light

Hunter2660 — Wed, 22 Jan 2025 16:14:33 GMT

Same here. With regard to the apps being slow, I tried that and found no discernable difference opening Netflix between the Stream box and a Firestick. Although the app was slightly faster opening on my Smart TV, but that's really splitting hairs.

Re: Puck - Flashing White Light

Barnsite — Fri, 15 Aug 2025 12:24:16 GMT

Had to do this twice as it got stuck on the Sky Stream logo first time. Second time worked like a dream, thanks!

Re: Puck - Flashing White Light

Redversjones — Tue, 02 Sep 2025 18:56:44 GMT

I have the exact same problem and some user's comments that their pucks work fine as quite unhelpful - clearly some people are experiencing issues even if you are not.

I have one puck that is fine, one that repeatedly fails to turn on and has the flashing lights, the sky logo and then dies again. After a full factory reset it works and within 24 hours it's stopped again. Gone through all the steps several times and I've lost too many hours on hold to the technical team just to be told to try another factory reset - it will be a definite contract cancellation for me.

Re: Puck - Flashing White Light

Barnsite — Tue, 02 Sep 2025 19:05:47 GMT

Have you tried asking for a replacement puck from Sky?

Re: Puck - Flashing White Light

Redversjones — Tue, 02 Sep 2025 19:31:05 GMT

Yes, but they are very resistant and each time I speak to them they ask me to run through everything again. I imagine they may finally do so at renewal when I say no thank you for this reason.

Re: Puck - Flashing White Light

Barnsite — Tue, 02 Sep 2025 19:54:11 GMT

I used to find this a lot in the past with Sky, only leaving would result in any action. In more recent times I've found the support much better, however, I guess it will be down to the person you speak to at the time. Hope you get this sorted.

Re: Puck - Flashing White Light

Scooby_Drew — Tue, 02 Sep 2025 20:54:01 GMT

I gave up with the pucks in the end, utter rubbish, in my opinion, and ended up going back to Sky Q and now much happier (not without the odd issue ) but feel the Q and mini boxes are much more stable than the pucks, and 100 times a better package.

Re: Puck - Flashing White Light

JAT2470 — Mon, 17 Nov 2025 07:22:25 GMT

In my experience they are slow, prone to glitching and random restarts. They stops playing And restarts a streamed program from the begining.

not as good as sky Q.

Re: Puck - Flashing White Light

JAT2470 — Mon, 17 Nov 2025 07:23:50 GMT

So your saying the pucks are great and the issue is with skys servers or network.

Re: Puck - Flashing White Light

Wuttke — Fri, 12 Dec 2025 20:18:49 GMT

I have this problem too

Re: Puck - Flashing White Light

JAT2470 — Sat, 10 Jan 2026 11:35:50 GMT

Yip. The wife hates the puck

Re: Puck - Flashing White Light

chuckles99 — Sat, 17 Jan 2026 08:18:08 GMT

@ScoobyDrewUK While your post is helpful, I must say you start off pretty obnoxiously. Telling people that millions use pucks with no problems is simply fatuous. Who cares? how is that relevant? And do you know that many people aren't having problems and simply aren't posting about it? The fact is that our problems with the puck and sky admit it.