topic Re: Streaming puck user interface icon goes blank when selected in Sky Stream

Streaming puck user interface icon goes blank when selected

Ian417 — Sun, 19 Apr 2026 10:45:20 GMT

When in the Home Screen on my puck the selected icon goes blank but image reappears when I move on to another icon.
if I select the blank icon often they will work but in some instances nothing happens.

started happening just a couple of days ago.
have tried restart and even a factory reset. Whilst this fixes the fault initially after a few minutes (10 to 15min) the problem starts again.

Re: Streaming puck user interface icon goes blank when selected

GD1 — Sun, 19 Apr 2026 10:47:14 GMT

@Ian417 That shouldn't be happening, how is the puck connected to your hub?

Re: Streaming puck user interface icon goes blank when selected

Ian417 — Sun, 19 Apr 2026 10:49:38 GMT

Hi,

the puck is connect with an Ethernet cable

Re: Streaming puck user interface icon goes blank when selected

GD1 — Sun, 19 Apr 2026 10:53:28 GMT

@Ian417 What speed is your broadband?

Re: Streaming puck user interface icon goes blank when selected

Ian417 — Sun, 19 Apr 2026 11:01:47 GMT

I have a 1Gbps service, haven't checked wired interface speed recently but WiFi speeds typically 500Mbps.

Re: Streaming puck user interface icon goes blank when selected

GD1 — Sun, 19 Apr 2026 12:45:45 GMT

@Ian417 To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: Streaming puck user interface icon goes blank when selected

Danz994 — Sun, 19 Apr 2026 12:58:09 GMT

Good Afternoon @GD1 Thanks for making us aware of this. I'll send @Ian417 an invite now and we can assist further. Thanks, Danielle

Re: Streaming puck user interface icon goes blank when selected

Ian417 — Sun, 19 Apr 2026 14:06:11 GMT

Thank you for passing on my problem.

Re: Streaming puck user interface icon goes blank when selected

Yorkshire3 — Sun, 19 Apr 2026 14:50:19 GMT

This is happening to me also, it is since the latest UI version update 3.171.2

Re: Streaming puck user interface icon goes blank when selected

Ian417 — Mon, 20 Apr 2026 06:51:15 GMT

Thank you, it's good to know it isn't just me.
just for information I'm using an LG OLED tv.

Re: Streaming puck user interface icon goes blank when selected

Fothergill1 — Mon, 20 Apr 2026 08:49:32 GMT

Hi @Ian417 I think this might have been an issue at Sky's end as I had exactly the same thing on Friday night. On Saturday there was a major problem where the playlists and continue Watching rails lost most of their icons altogether. Once Sky had resolved this the problem I had on Friday might also disappeared.

Re: Streaming puck user interface icon goes blank when selected

Ian417 — Mon, 20 Apr 2026 09:18:10 GMT

Thanks for your input.
Like you when I tried the system this morning the problem seems to have cleared itself. Spent 30 or 40 minutes this morning bouncing around the user interface without any missing icons and getting correct responses to operations.

Re: Streaming puck user interface icon goes blank when selected

Ian417 — Mon, 20 Apr 2026 17:44:39 GMT

NOT Answered unfortunately:::

User interface has been working throughout the day.

however, this evening it issue has returned .

Re: Streaming puck user interface icon goes blank when selected

Stephen273 — Wed, 22 Apr 2026 17:37:35 GMT

I have 2 pucks and the exact same issue started happening around the same time, presumably when they got the latest update.

Have also tried, restarts, resets etc. Problem goes away when I do that, but I can get it to return pretty quickly by navigating around.

Re: Streaming puck user interface icon goes blank when selected

Stephen273 — Thu, 23 Apr 2026 11:33:29 GMT

Clearly a bug, both pucks look like this with the tiles going blank : https://photos.app.goo.gl/PJt988Vf8BfGcQLW8

Re: Streaming puck user interface icon goes blank when selected

domb84 — Thu, 23 Apr 2026 18:35:22 GMT

same issue here. icons do not render. no way to select full screen once you enter the main menu unless you go and reselect the channel. latest update needs to be reverted. UI is unusable.

Re: Streaming puck user interface icon goes blank when selected

arcadeavenger — Thu, 23 Apr 2026 18:44:18 GMT

Hi @Stephen273 & @domb84 , I’ve escalated your posts to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141 Thanks, Becca.

Re: Streaming puck user interface icon goes blank when selected

CraigGHamilton — Mon, 27 Apr 2026 18:27:38 GMT

I am new to the pucks after moving on from my sky q. Getting exactly same problem on my main tv but not seeing it on my bedroom puck so far. Still no fix? I also restart then it works for a short while then tiles go blank again.

Re: Streaming puck user interface icon goes blank when selected

Ian417 — Tue, 28 Apr 2026 10:17:09 GMT

Hi Craig, no fix as yet unfortunately, I have had my puck for about a year without difficulties and this issue started about a week ago.
im in contact with one of the sky representatives and have a number of queries they'd like answered to further there understanding of issue. I'll be doing that today and let you know as soon as I have any answers.

Re: Streaming puck user interface icon goes blank when selected

Ian417 — Thu, 30 Apr 2026 18:46:06 GMT

Have just been told that Sky have acknowledged that problem is not limited to just me and that issues is being worked on. Told to await a software update.