Puck Problems

[PinkLouise]

I set up my Glass tv and puck successfully when they arrived 2 weeks ago. Tv is fine.

Puck will not now turn on. Tried powering down. No joy. Powered down and then back up whilst holding the power button and I now have a blue screen which tells me to point the Sky Q????? remote at the Sky Q????? box and hold buttons 4 and 6. Nothing happens when I do this and I cannot get past this screen.

Can anyone help please?

[GD1 · Accepted solution]

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@PinkLouise wrote:

I set up my Glass tv and puck successfully when they arrived 2 weeks ago. Tv is fine.

Puck will not now turn on. Tried powering down. No joy. Powered down and then back up whilst holding the power button and I now have a blue screen which tells me to point the Sky Q????? remote at the Sky Q????? box and hold buttons 4 and 6. Nothing happens when I do this and I cannot get past this screen.

Can anyone help please?

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Are you using the Puck remote?  Press buttons 4 & 6, you may then have to use the Glass TV remote to proceed before pairing the puck remote again.

[isaacs147]

i had the same problem i phoned sky explained to them they tried to fix it over the phone with me least 30min could not fixit there is a solution ring sky tell them you want a NEW PUCK SENT OUT your puck is faulty sky will charge you £50, but will refund you back you can reset all day it will not workyou need a new puck

[PinkLouise]

Yes. I am using the puck remote. Absolutely nothing happens when I press 4 and 6 together. Can't get past that.

[mike900]

I had this same issue, couldn't get past the use Sky Q remote despite many resets. I then connected the puck to the router with an ethernet cable, restarted it again and it went straight into a software update and allowed me to set it up correctly.

[PinkLouise]

Unfortunately there is no way this would be possible unless I can get a VERY long cable!!!!! Thanks though.