Puck problems

[Hayleymayg]

@discodancers  did you get it sorted? I had this exact same problem yesterday while setting up my puck. When that appears on the screen get your sky Q remote control and press one and three simultaneously then it will take you to the next part of the set up and from then on you can use your sky glass remote.  It will then also update the park with a new software, did it twice for me, two updates.  

The  customer service advisor and myself worked this out between us.
He is escalating this matter to the technical department and asking them why it's mentioning Sky Q and why it says buttons four and six when it should be one and three 

[seandoherty64]

The problems I have are:

• The second Puck does not turn on with the remotre have to press the button on the puck.  It does though switch off
• Still getting the momentary black screens whilst watching programmes
• cant fast forwrd adverts on programmes in playlist.

Thia last point is particarly annoying to my wife who is used to recording programmes and fast forwarding the adds.  She is less than impressed with SKY Glass.  On the plus side she does appreciate the lack of clutter that we had before.

[DJ17A]

Hi Hayleymayg,

I just came off the phone again to sky.

The 3rd time today, different operator, I told him the story, eg about the screen saying press 4 and 6 on your SkyQ remote.

He said try it, use your old SkyQ remote etc.

IT WORKED We also had to do 2 updates, like you.

We both could not believe it.

It lead me through the procedure pairing etc for Sky tv and sound bar / activate etc. The test will be if it works in the morning.

[shep567]

Just turned my upside down for a laugh. However it seems to switching on quicker....

[katiep5185]

I've read through this thread and I still can't get my Puck to work. It's stuck on remote control setup asking me to use my SkyQ remote, I've tried my old SkyQ remote and the new one and it's still not working. Will have to wait until the morning to call sky. 

[GD1]

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@katiep5185 wrote:

I've read through this thread and I still can't get my Puck to work. It's stuck on remote control setup asking me to use my SkyQ remote, I've tried my old SkyQ remote and the new one and it's still not working. Will have to wait until the morning to call sky. 

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With the puck use the Glass TV remote to start, once you get to the pair remote section you can then pair the puck remote.

[katiep5185]

No, that doesn't seem to want to work either. 

[mike900]

I had this same issue yesterday, puck went to the screen telling you to use the Sky Q remote control, even after several restarts and resets which you could not get past. I then connected the puck to the router using an ethernet cable, restarted the puck and it went straight into a software update and has worked fine since.

[katiep5185]

I think I have an extra long Ethernet cable so will give that a try. Thanks. 

[dogmatic6]

my puck seems to be a little more stable since the update although still get the slow down/speed up through out the day.

the random black screens have reduced significantly but had one this morning and didn't come back so put into standby and back on which resolved.

[seandoherty64]

Does anybody know if there been a software update.  Do I need to manually update or is it automatic.

Thanks

[Hicksy99]

Mine was automatic. I think 0P replaces 3P

[katiep5185]

Had to put a TV in the hall but managed to attach the Puck to the router via an Ethernet cable. Forced reset it by holding the power button on the Puck as I plugged it back in and it went straight in the update rather then asking for me to hold 4 & 6 on my SkyQ remote. Looks like it's resolved the issue. Thanks everyone. 
I was expecting issues as its new and there's always teething problems. 

[Hicksy99]

Hi all. Tried resetting the puck and had some glitch. Unplugged the puck and it's back up but the remote won't work at all so I can't navigate to repair. Other remotes not working. Any suggestions please?

[MoleUK]

Having the same soundbar problems! Driving me mad ... seems to correct itself after a few minutes - WHY SKY, WHY!?  Also have random juddering when watching - resolves when the Puck is rebooted, but that's not a solution ...