topic Sky puck software error in Sky Stream

Sky puck software error

Gerr1 — Fri, 16 Jan 2026 17:23:07 GMT

Hi, we received our puck today, not matter what I try, it gets as far as software error .

Even connected via ethernet.

Anyway to sort this?

Re: Sky puck software error

Angel_Aka — Fri, 16 Jan 2026 17:28:43 GMT

Did you follow the troubleshooting on the advised link? There's a phone number to call at the end of it all - call it and Sky will send out a replacement puck if they can't get this one to function.

Re: Sky puck software error

Gerr1 — Fri, 16 Jan 2026 17:50:43 GMT

I have been reading about people having issues with replacement picks.

I followed all the troubleshooting.

It downloads the update, then have way through installing it gives the error.

Re: Sky puck software error

billx — Fri, 16 Jan 2026 18:32:05 GMT

Hi, other than unplugging the power, then holding in the button on the underside and keep holding, plug in the power.
Keep the button pushed in until the light flashes red/yellow.

This is a full factory reset. If this fails, then telephone sky.

Re: Sky puck software error

Gerr1 — Fri, 16 Jan 2026 19:00:52 GMT

Yes I tried the hard reset, power off, hold button until alternate colour flashes.

It then goes to download, asks me to hold 7 and 9.

Then the error pops up and asks to reboot.

Not looking good having issues from day one I have to say .

Thanks for your help

Re: Sky puck software error

Gerr1 — Thu, 22 Jan 2026 13:49:01 GMT

Just to let you guys know, I had to replace the puck.

New puck worked first time.

So if you have similar issues, highly likely it will need to be replaced.