Sky Glass Power up Issues 19-9-24

[DimTim]

Just reset Puck as suggested, but won't let me enter a PIN number so just a blank screen and half an hour wasted!

[Subhankar]

My sky streaming ouck is showing nlack screen since last 30 mnts. I m in a waiting call since last 20 mnts. Streaming not working tried switching off amd on multiple times

[SheilaTequila]

Hi - my Sky Glass isn't switching on.  I've left it for 20 mins switched off at wall, but still no red light.

I've  just got a white light at satellite box.

it was working last night - but went a bit weird when I fast forwarded - it wouldn't stop.  Was ok after that though!  Help!!  🥴

[Anonymous]

I cancelled my direct debit I am not paying for a TV that doesn't work 👊

[Curiosity2]

@Subhankar try aiming your remote at it and pressing on/off  button. Seems we have to reset the remite to the puck and relink it to our sky account.

[Anonymous]

It's now 6.10 and mine has been off for 24 hours now. Anyone had an update from Sky about what is happening or is there something I should be doing. Have switched it off at plug and turned back on but still nothing. Even tried this reset but it turns on for a minute and then just switches back off 

[Ryan89]

Thanks for the link, but the final couple of steps mention turning the puck on at the mains as your holding the reset button on the puck itself and then in a later stage again turning the puck on. I'm assuming we can't turn the puck on twice...? 

[AdrianAG]

have just managed to turn the Sky Glass on.

followed the instructions with no success several times.

finally when turning the power back on waited longer and the red light changed from a pulse to a flashing light

try thst

[Beccaca13]

I'm stuck on the Pin screen, it won't reset and isn't moving to the next page? 

[Daniel0210]

@Anonymous 

Unwise. Your services will be restricted (even when this issue is fixed), you'll incur late payment fees, you won't be able to speak to Sky and continued non payment will involve Sky passing the debt to a debt recovery company and it'll impact your credit score. 

[Vassar]

I have Sky Glass + 3 pucks.  All worked fine but yesterday one puck dies and cycles from dead to flashing white then dies again.  "sky" shows on tv then "no signal" displays.  This puck does nto work anywhere in house but other pucks work in its irginal position

[horace]

To repeat what I've said before, I really think that anyone who is waiting for Sky to fix this should consider the following:

The only quick fix I can think of is to reflash failed devices with fresh firmware (or a rollback to a previous version). The problem with that is that there is no way to download and install said firmware to a device that cannot be booted up.

Alternatives? Well, Sky could send out an engineer to your house, but how long do you think that process will take, with thousands of affected devices? A long time, I suspect.

They could replace your puck - but how many do you think they have in stock?

Good luck if you think they'll send you a new Sky Glass TV...

Your best bet right now is to persevere with the published advice from Sky (see the green link at the top of this page).

Good luck!

[MDN]

What is the outage problem in the DY6 area , this has gone on for the past 24 hrs 

[Paul+Dray]

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@lettice 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 🤔

I could do the Recover Puck procedure but I kind of just want to wait for Sky to fix it without any intervention from me.

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There will be no over the air fix.

Youu need to do the recovery procedure.

Just follow the procedure exactly as described in post 2 of this thread, flagged as the Answer post from Sky. 
This is the link and procedure the text has also.

https://helpforum.sky.com/t5/Sky-Glass-Live/Sky-Glass-Power-up-Issues-19-9-24/m-p/4757859#M147519

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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 somewhat make this pretty serious. Some of my older relatives would struggle to sort this themselves. 

[twe69]

Mine did this. I left it unplugged overnight and tried again in the afternoon and it worked straight away with my new pin and not the original old pin. As if he finally connected on their end and got the correct PIN details.

My TV is back online since 1pm