If your Amazon Prime is not working on Sky Glass just Factory Rest your TV

[Mo123]

If your Amazon Prime is not working on Sky Glass just Factory Rest your TV

[JulieinScotland]

Just a warning for anyone doing a factory reset.......

The advice here and elsewhere is only do a factory reset under Sky's guidance.

Beware, there could be issues with relinking your Sky Account which could prevent correct operation of your Sky Glass / Sky Stream

[Exiled-in-HH]

@JulieinScotland Can those issues be easily overcome by calling Sky ... if issues arise from a factory reset?

What proportion of factory resets result in issues?

[Mo123]

I have called Sky before they tell you its an issue needing them to upgrade their software sometime in the future. Just Factory Reset your tv for g's sake

[Mo123]

A factory reset is simple and its not like you are shocking your tv with electricity or something. You are being drastic

[JulieinScotland]

I agree, the process is simple

BUT......

I'm actually writing from experience whereby I did a Factory Reset on my own and was unable to relink my Glass to my Account and had to get a Sky Advisor to text me a link that I could use to relink everything. 

In addition, many of the Superusers here (whom I suspect have more exposure than I) will also say the same regarding this....  Factory Reset with Sky's advice.

So no!!!!  I do not think I'm being drastic 

[MarkGoldsmith]

Whilst the majority don't have issues it is possible after a factory reset you cannot relink your device to your Sky account without phoning Sky and them manually unlinking it in the backend system. With it being hard to actually get hold of anyone on the phone and having to wait a while I'd certainly suggest people don't just willy nilly do factory resets as per Skys request.

The Sky guide with the reset steps is only for initially error messages that occur on the initial puck setup.

[Exiled-in-HH]

Although, if the vast majority of factory resets work without issue... Why wait?

If issues arise ... then call Sky🤔

[JulieinScotland]

I think I'll just opt out of this thread now.....

All I tried to do was offer a bit of gentle advice following my own personal experience

[Jporch316]

The original issue a while back was getting an advisor on the phone who had the ability / access to re link the devices.

Whether this is still the case who knows ?

[Exiled-in-HH]

@Jporch316  wouldn't that be an issue whether you factory reset or phone Sky and factory reset?

At least trying a factory reset first ... if it works ... you've eliminated the long wait getting through to Sky Customer Services🤔

[MarkGoldsmith]

I think the issue is that people complain either blame. Either it's "this doesn't work and Sky c ant fix it" or it's "I've done a factory reset and now my Sky doesn't work and I have to wait ages to speak to anyone."

either way people will always find something to complain about.

[peter-marlow+1966]

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@Mo123 wrote:

If your Amazon Prime is not working on Sky Glass just Factory Rest your TV

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A factory  reset is really for you to clear the tv of all your  details  so you  can send it back, as a return, 

[PSC133]

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@Exiled-in-HH wrote:

Although, if the vast majority of factory resets work without issue... Why wait?

If issues arise ... then call Sky🤔

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I'm not sure how regularly this failure to re-link occurs.  My own experience with 6 pucks and 1 replacement puck was 7 factory resets without issue.  (These were performed to get subtitles to work).

Maybe if you only have 1 puck or Glass tv then you should avoid a factory reset without having the comfort blanket of having Sky on the phone whilst you do it.  But if you have another source of Sky available to you should Sky's linking system fail then maybe you should go for it and avoid long queues on the phone.

[MarkGoldsmith]

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@PSC133 wrote:

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@Exiled-in-HH wrote:

Although, if the vast majority of factory resets work without issue... Why wait?

If issues arise ... then call Sky🤔

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I'm not sure how regularly this failure to re-link occurs.  My own experience with 6 pucks and 1 replacement puck was 7 factory resets without issue.  (These were performed to get subtitles to work).

Maybe if you only have 1 puck or Glass tv then you should avoid a factory reset without having the comfort blanket of having Sky on the phone whilst you do it.  But if you have another source of Sky available to you should Sky's linking system fail then maybe you should go for it and avoid long queues on the phone.

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That certainly makes sense.

There have been quite a few reported issues on this forum in people being unable to link after a reset, however of course those that do it successfully wouldn't post about it in here so trying to gauge some useful metrics over how common this issue is would be quite difficult. However it's certainly been messaging provided by Sky to avoid doing it (although I'd argue perhaps they shouldn't publish the steps in their website or hide the menu option in the settings if they didn't want people to do it).