topic Re: Black screen in Sky Stream

Black screen

William551 — Tue, 02 Dec 2025 15:00:20 GMT

Hi, today is the first time I have used sky streaming puck. Everything works for a short time then screen either freezes and pressing remote has no effect or screen goes black with no effect using remote. Switching off and going through all the usual resets brings back the picture but can last for 10 mins or an hour before shutting down again mid program. Does anyone else have this issue or know how to fix it ?

Re: Black screen

BenJoBanjo — Tue, 02 Dec 2025 15:20:22 GMT

@William551 wrote:
Hi, today is the first time I have used sky streaming puck. Everything works for a short time then screen either freezes and pressing remote has no effect or screen goes black with no effect using remote. Switching off and going through all the usual resets brings back the picture but can last for 10 mins or an hour before shutting down again mid program. Does anyone else have this issue or know how to fix it ?

Have you tested the broadband speed being received by the puck? It's crucial that you give it as fast and stable a connection as you possibly can, otherwise you'll continue to have issues.

Stream pucks are more sensitive to interference and speed fluctuations than other streaming devices due to the fact that SkyOS, which it runs on, is a server-based operating system. It requires a constant connection to Sky's servers to function with any sort of reliability.

Check the speed being received by opening the Netflix app, navigate to the get help menu and run a network check from the top left menu when you click on your profile avatar.

What speed is reported? It needs to be 25Mbps absolute minimum, but preferably a lot more.

Also try rebooting your puck by turning it off at the wall for a couple of minutes then power it back on.

Re: Black screen

lettice — Tue, 02 Dec 2025 15:24:36 GMT

Having a good local network is a key factor for having a reliable experience with Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household or can suffer from some local interference.

Can you do a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, say a few minutes between tests.
What is your speed?

Re: Black screen

William551 — Sat, 06 Dec 2025 00:16:54 GMT

Hi, thanks for your reply but it turned out to be a fault with the puck. It has now been replaced and is working fine. One again thanks for your reply.