topic Re: Puck keeps freezing then trying to reboot in Sky Stream

Puck keeps freezing then trying to reboot

Dhles — Wed, 03 Jun 2026 17:50:35 GMT

I'm a recent customer with sky and I have the puck stream and it worked fine for a week's but now keeps going blank screen halfway through a programme and then trying to reboot itself I have to do a hard reset everytime which is getting annoying

Re: Puck keeps freezing then trying to reboot

Gincap — Wed, 03 Jun 2026 18:16:39 GMT

Provided you have a stable WiFi connection the puck shouldn't really have issues, yes they can be a little lagging at times but shouldn't be anything major.

You say reset is that restart from the menu? Reset is a last resort really.

if you haven't done it unplug the puck from the main and power off your router this will clear any cache. Switch the router on and once reconnected power up the puck and connect via your WiFi.

This should clear any problems if not you may have a puck that needs replacing.

Re: Puck keeps freezing then trying to reboot

Dhles — Wed, 03 Jun 2026 19:18:35 GMT

I did all that and it's happened again

How do I get a new puck?

Re: Puck keeps freezing then trying to reboot

Gincap — Wed, 03 Jun 2026 19:46:47 GMT

You'll have to call the Sky Centre go through to tech support.

Re: Puck keeps freezing then trying to reboot

Paul+Dray — Wed, 03 Jun 2026 22:21:55 GMT

@Dhles wrote:
I did all that and it's happened again
How do I get a new puck?

My uncle had just this problem the other week. I went through everything knowing what I was dong having my own puck for a few years. We had to go through all the usual help on the phone with Sky before they came to the same conclusion that somethings wrong with the puck and arranged to collect the old one and send out a replacement. The replacement was perfectly fine and worked as expected.

Out of interest what software Build Number is it showing it has on it in settings > System Management

My puck was o.n QS037..... at the time we had issues with his faulty puck and that one had QS038... on it. That was the only difference I noticed at the time. Today my pucks updated and gone from QS037.. to QS040.024.00P. It may have just been faulty hardware though but just makes me wonder.