Sky Glass Initial setup, paused at "downloading update"

[Steve0209]

Hi, as per title and I know the network is good, is this normal? Am I waiting for SKY to enable it at their end?

[MarkGoldsmith]

If the software update is stuck at 0%, try these steps.

1. Put your Sky Glass TV or Sky Stream puck on standby by pressing the Standby button on your Sky remote, on the right-hand side of your Sky Glass TV or the bottom of your Sky Stream puck

2. Switch your Sky Glass TV or Sky Stream puck off at the mains. There’s no need to unplug it.
3. Switch your broadband hub/router off at the mains. There's no need to unplug it.
4. Wait 10 seconds then switch the broadband hub/router back on at the mains.
5. Wait for all the relevant lights to come back on and check that your other devices are connecting to the internet.
6. Switch your Sky Glass TV or Sky Stream puck back on at the mains.

After a few seconds, you'll see the Sky logo on screen and the red or white standby light will come on (it might blink off and back on again) as the Sky Glass TV or Sky Stream puck starts back up.

7. On your Sky remote, press the Home button. You should see the Home screen.

[Steve0209]

Thanks, that helped, now is connected, but gets to link to my account then says "can't link to my account right now"  after numerous tries

[MarkGoldsmith]

Sometimes the software update can screw things up and it needs a reboot once the update has completed.

Try turning it off at the plug for at least 30 seconds and see if it then progresses past the linking part.

[Steve0209 · Accepted solution]

Thanks Mark, the factory reset cured it (the 6+3 buttons on remote for 3 secs, switch off, then hold standby when powering it back on for 15 seconds or until standby light flashes for future ref)