Sky Glass Power up Issues 19-9-24

[GD1]

Thread title created to reflect current issue

[Emma86]

Sky glass won't switch on 

[MarkGoldsmith]

Are you only trying with the remote or have you tried pressing the standy button on the side of the Glass TV?

If the button on the Glass TV works the issue is with your remote. There are a couple of things i'd suggest checking if the remote is your issue.

Check the batteries
An easy way to check is to cover the buttons slightly on your Sky remote with your hand. You should see a white backlight behind the buttons. If you don't see the backlight the issue is the power with the remote, so potentially a battery issue.

Check the battery compartment to make sure the paper used to protect the battery has been fully removed. It might have ripped when being removed leaving some behind.

Still can't see the backlight? It’s likely you need to replace the two AAA batteries.

Pair the remote

Press 7 and 9 together on your Sky remote for three seconds (This resets/clears the remote)
Press 1 and 3 together for three seconds (bluetooth mode) and follow any on-screen instructions.

The next option sounds insane but a number of users have reported it resolving the issue with their remotes. You could try holding the remote at both ends and giving it a gentle twist as though you were wringing out a towel. It

If it is still not working have a look at the following guides:
https://www.sky.com/help/articles/remote-control-help-sky-glass
https://www.sky.com/help/home/sky-tv/sky-tv-glass/fixing-a-problem-sky-glass/fixing-sky-glass-remote...

If none of these options work you can request a replacement remote via this link: https://www.sky.com/help/forms/streaming-tv-remote

If you have an old Sky Q remote, you can use that as an interim solution whilst you await the new remote.

[ramsell]

For about an hour now the sky glass tv won't turn on. The red light at the front it's just flashing. I've tried switching off at the wall and no change, I've tried using different remotes and the power button on side of the tv still nothing but flashing. 
our internet is fine on everything so don't know what's going on. 

[Jporch316]

@ramsell 

Have you pulled the plug completely from the wall for 10 mins ?

[ramsell]

I'll give that a go now and will let you know thank you

[Jporch316]

@ramsell 

If that doesn't work I can escalate your post to the online team 

[ramsell]

@Jporch316 It actually worked perfectly thank you 🙏 

you legend! 

[Jporch316]

@ramsell 

Had the issue myself before !

[Exiled-in-HH]

30 secs or even 2 mins of power off is not allows long enough to clear some issues... and the iimpatient often don't even make it to 30 secs😉

[Krueger26]

Last few days my sky puck has randomly been turning off and back on again. The screen goes black, then shows the white Sky logo and ends up back on the home screen. No reason why it seems. Any help?

[Fothergill1]

Hi @Krueger26 and welcome to the forum.  Try unplugging it from the wall socket for a few minutes and then plugging it back in again.  It will take about a minute to reboot.  This will often resolve software glitches.

Good luck.

[DFat32]

Our Stream unit has suddenly stopped responding. I have unplugged and reconnected several times.  Each time when I reconnect there is a flashing white light on the unit.  The sky logo appears on screen, disappears, comes back, disappears and then the flashing stops with the light out and the unit unresponsive most of the time (it maybe responds one time in four to this approach)

We're connecting by Ethernet and there are green/orange lights where the cable connects whilst all this is playing out so not a Wi-Fi issue.

any tips welcome!

many thanks

[mikealanr]

Hi @DFat32 

Couple of things to try: Unplug at the mains for a prolonged period of time (i.e. over 10 minutes) and try it again.

Failing that try the recovery process for the puck:

1.Press and hold the Standby button on the bottom of the Sky Stream puck.

2.Keeping your finger on the button, switch the power back on at the main plug and wait until you see the LED lights flash different colours (where the white light is not the network lights), then remove your finger.

However note this will require relinking to your Sky ID and signing in to all apps again once back up and running. Also note it can take 15 minutes for the Puck to go through the recovery process.

If this doesn't work, you will need to contact Sky for a replacement (this is a customer helps customer forum and we are fellow subscribers)

MikeAlanR

[DFat32]

thanks - the 10 min power down seems to have fixed it!