topic Re: Puck issue in Sky Stream

Puck issue

BROOKER — Wed, 18 Feb 2026 14:45:09 GMT

Puck keeps intermittently cutting out and when it comes back on the voice is out of sync

Re: Puck issue

Daniel0210 — Wed, 18 Feb 2026 14:46:34 GMT

@BROOKER

As you mention a puck I'll move your post as it's not a Sky Q issue.

Re: Puck issue

MarkGoldsmith — Wed, 18 Feb 2026 15:15:21 GMT

@BROOKER wrote:
Puck keeps intermittently cutting out and when it comes back on the voice is out of sync

First thing to ask is, have you tried a reboot of the puck?

1. Go to Settings
2. Go to System Management
3. Press Select
4. Go to Resets and Updates
5. Press Select
6. Go to Restart Device
7. Press Select.

Note this will take a few minutes to reboot, so expect to see a blank screen for 2 minutes until the Sky logo appears as its starting up.

Re: Puck issue

Stephen+Mourton — Wed, 18 Feb 2026 17:14:32 GMT

@BROOKER If the suggestion from @MarkGoldsmith doesn't work check your setup...

The puck must be on its own not touching any other object and has clear space around it.

It is stood on a wooden shelf not a glass one

It is as far away as possible from other electrical equipment especially sound bars.

It has a clear line of sight to your router.

All or anyone one of the above can effect how your puck operates.
Either way if you manage to sort it but the lip sync is still out, you can go to Settings, Picture & Sound, and chose Sound and you can adjust the lip sync in there. I hope that helps.