Sky Glass Power up Issues 19-9-24

[82bit]

I've 2 Glass and 4 pucks - all bricked. You're telling me I have to factory reset each one and then re-configure and sign in to multiple different apps on EACH device one by one? 

Thanks Sky. Just how I wanted to spend my Friday night. 

[75jim75]

Followed the reset instructions for my puck. Got stuck on the reset pin page but its all good now after turning off, leaving for a few mins, and back on again.

[Kirby+Grip]

I have tried everything all to no avail. Phoned on the phone for over an hour. Tried again at 16.09 still holding at 16.54 tried again didn't get  to choose your music for holding on option got the engaged tone, I am absolutely exasperated all day long it's unacceptable. I do no know what else to do. I'm a Pensioner and Disabled I really do not know what to do next. I have been a Sky customer for 7 Years. 

[temglenn]

Has anyone else found that the TV is on, but the screen is just completely blank? We managed to reboot this morning and it worked, but since then it's black screen of death and the reboot doesn't work 

[Maxwell10]

Thanks all good now everything working 😁

[TP63]

Same hear got tv on set up etc but the code was their but your password and account don't link up .weird it's still a battle ongoing for hours now ..

[nadia9]

im trying to find out why my sky stream is not working. i cant contact sky. Ive seen the article to reset internet hub because of an outage  but still no joy and the whole of sky seems to be uncontactable. Any suggestions please.

[Paul+Dray]

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@TimmyBGood wrote:

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@Paul+Dray wrote:

On a serious note, I'm not actually sure how they are going to be able to fix this over the air as the puck is essentially caught in a continuous loop of coming out of standby to show startup logo and then switching to standby for a brief time and repeat.. Sky sending an update command (when they finally fix it) will have to catch it at the right time one presumes 

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If an operating system isn't booting then by definition it's not possible to push a fix to it because there's nothing to connect with*.  The options are the user manually initiating a recovery procedure, or a hardware swap-out.

*which is why serious hardware has a separate OS embedded in silicon.

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This is what I figured. It does make this whole issue even more serious than initially thought. For instance I have some older relatives that would struggle to sort this out themselves. Think a poorly tested software update has created quite a bit of extra  work for Sky. Hope they learn from this. 

[Matt02021]

Just tried again. Still not seeing this red light mentioned in the in the re setting notes. Just flashes white, then nothing. Its been over 24hrs still no joy. Can we have some transparency from sky at the very least, so we know what is going on? If I don't get the issue solved by tomorrow morning, I've going to look to cancel and sign up with another streaming service 

[Shannonv22.]

Mines exactly the same since yesterday ..staying on the black screen I reset but not doing anything 😑

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@Billysyme29 wrote:

Came home from work to find my sky glass stuck on a black screen and the red light blinking slowly did a hard reset and it comes up with the software update screen goes to 100% completes the update then goes back to black screen then the sky logo shows up in white then goes back to black and the red light slowly blinks agen any help is appreciated 

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@Billysyme29 wrote:

Came home from work to find my sky glass stuck on a black screen and the red light blinking slowly did a hard reset and it comes up with the software update screen goes to 100% completes the update then goes back to black screen then the sky logo shows up in white then goes back to black and the red light slowly blinks agen any help is appreciated 

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[Pippa29]

Tried it all! And still nothing 

[SheilaTequila]

I'm following what the Sky Employee said on answer one.  It seems to be working - it's updating software.  Thanks for replying.  👍

[SheilaTequila]

Mine is updating now - following the No 1 answer from Sky employee.  👍

[Pippa29]

So it's a software update?! 
OK I'll try it one more time, then I'm giving up. And turning it off at the wall maybe better luck tomorrow. Pay all this money for sky ! Honestly 

[JordanStoughton]

This whole outage thing needs sorting out we have now been a whole day pretty much without a tv which we pay for and the sky channels too so I hope Sky will be reimbursing customers in some form!!!