Can't connect to WiFi – frozen screen, can't select options or turn off via power button

[NPNP1]

Hi all, hope you're good. Was wondering if you could help.

We're swapping over internet providers, but in the interim we bought a public EE broadband WiFi pass. We tried to connect the Sky Glass to the EE WiFi, but it didn't work – it didn't take us to the WiFi's login screen, and when we turned the TV back on it came up with an error message.

I rebooted the TV, and was presented with the initial 'Let's Get Connected' screen – but now the remote isn't working, and I can't select any of the options (WiFi using password, Ethernet cable etc.), or turn the TV off.

I've tried resetting/reconnecting the remote, changing batteries, but neither work. Simultaneously, I can't even turn off the TV with the power button on the side, or use any kind of voice command. It's just frozen, and I've tried rebooting it a few times now, leaving long periods between attempts. It doesn't seem to be registering anything.

Does anyone know what the next step might be? Thanks!

[mikealanr]

Hi @NPNP1 

The EE WiFi won't work. Glass hasn't got a method of allowing you to log in (I..e there isn't a web browser). In terms of let's get connected screen. Try pressing the home button and get to settings menu > network > reset.

Or try plugging in an ethernet cable to get past the screen and then do a network reset.

In the meantime you can try using your mobile as a hotspot.

MikeAlanR

[NPNP1]

Thanks for the advice. Unfortunately I can't connect to any signal as it doesn't allow me to select any options – the screen is completely frozen. I'm hoping that I can connect via ethernet when the new broadband is installed, but even then I seemingly wouldn't be able to choose the ethernet option. Here's hoping.

[mikealanr]

@NPNP1 

You may need to recover you Glass if the ethernet doesn't work.

See: https://www.sky.com/help/articles/power-issue-help-sky-glass

MikeAlanR

[NPNP1]

Hey, thanks for your advice – managed to get it to reset properly but unplugging for a prolonged period of time and rebooting.