topic Re: Sky puck not working in Sky Stream

Sky puck not working

Gaz_86 — Fri, 14 Mar 2025 14:31:37 GMT

HI everyone. We have had our sky streaming puck a couple of months now, and last night it has stopped working. When the puck is on all we have is a black screen. No error message or anything shows. I have tried to reset it and also reset the sky hub but again it just shows a black screen. Has anyone else experienced this? Any help would be very much appreciated.

Re: Sky puck not working

MarkGoldsmith — Fri, 14 Mar 2025 14:35:44 GMT

When you reboot the puck, do you see the Sky logo briefly appear on the screen?

Re: Sky puck not working

Gaz_86 — Fri, 14 Mar 2025 15:44:53 GMT

No it's just a blank screen again. The pucks lights flash red and white for a few seconds then nothing else.

Re: Sky puck not working

lettice — Fri, 14 Mar 2025 15:49:17 GMT

Have you tried the recovery procedure?

Step 4 in this Sky help article;

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

Re: Sky puck not working

Gaz_86 — Fri, 14 Mar 2025 16:50:07 GMT

Yes I've followed all the recovery procedures and no success. Just a blank black screen.

Re: Sky puck not working

lettice — Fri, 14 Mar 2025 17:18:45 GMT

@Gaz_86

To get you some further help and possibly a replacement if needed.

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: Sky puck not working

Gaz_86 — Fri, 14 Mar 2025 17:25:32 GMT

Thank you. I will keep an eye out

Re: Sky puck not working

Greenfingers001 — Sat, 15 Mar 2025 09:22:25 GMT

Thanks for escalating this. We’ve sent @Gaz_86 an invite to chat.

Re: Sky puck not working

m.innes — Thu, 18 Sep 2025 20:35:50 GMT

Hi, I too have this problem only solved by pulling the power input plug and replacing it to sort of reboot the puk. I must admit I miss the old dish box which was far more robust and with a old school record facility.
I really am considering looking elsewhere as the format and use is also clunky and nowhere near a slick as the old system. I'm afraid it's the old reboot once a week to solve this.

Re: Sky puck not working

lettice — Fri, 19 Sep 2025 06:55:47 GMT

@m.innes wrote:

Hi, I too have this problem only solved by pulling the power input plug and replacing it to sort of reboot the puk. I must admit I miss the old dish box which was far more robust and with a old school record facility.
I really am considering looking elsewhere as the format and use is also clunky and nowhere near a slick as the old system. I'm afraid it's the old reboot once a week to solve this.

Rather than doing a physical power reboot, do a setting restart;

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.

Proabaly good practice anyway to do the settings restart once a week.

The Sky Stream/Glass will hold onto in its many connections a fair bit of cache that can build up.
Like a phone/tablet and other similar type devices, it's always seen as good practice to give them a restart every so often.

Re: Sky puck not working

Fothergill1 — Sat, 20 Sep 2025 05:46:57 GMT

@lettice I couldn't agree more. Since I joined the streaming platform a little over 3 years ago I have always regularly rebooted/restarted my Glass/puck.

I am lucky that I have fast and stable BB but I believe the regular restart helps keep my issues to a minimum. I'm not suggesting I never get issues but TBH I can't remember when another reboot didn't resolve it.

Re: Sky puck not working

Mar36 — Sat, 07 Mar 2026 06:27:53 GMT

I have the se problem.

Expecting a new puck today.

Only had sky for 4 days and it's hit and miss if tv starts.

Not watched a program yet!!!!

It also seems very slow

Not impressed.