Sky Glass Power up Issues 19-9-24

[Jporch316]

---

@Sarah2882 wrote:

The recovery process has not worked for me. I called on Sunday morning and went through all the steps on the phone but nothing worked. The advisor said he was filling in a form for another department who would get back to me but no one has.

My TV is stuck on a blue screen that says connecting and has a progress bar that never moves. The red light alternates between flashing and going off but the blue screen remains.

---

@Sarah2882 

What happens if you turn the tv off and back on ?

have you tried the recovery process again ?

[Matt19891]

@Kate000123 we are back on now some lovely people said to get a ethernet cable plunge one end in the bottom of the sky glass tv an the other end on your router an when we did that we put cable connection an then it went threw the up dates then follow the instructions I hope this helps u out 

[kbroadway]

I followed the process as explained on the HELP pages for sky stream but all my 3 PUCKS will not get past the PIN process. What do I do next . . 4 days refund and counting ...

[PaulJoNic]

I've got it back !! By using my deceased husbands email and password- although he's been dead for a year and account has been changed into my name all that time !!! So sad but at least up and running after such a long time

[Jporch316]

---

@kbroadway wrote:

I followed the process as explained on the HELP pages for sky stream but all my 3 PUCKS will not get past the PIN process. What do I do next . . 4 days refund and counting ...

---

When you get to the pin page don't enter a pin ..... power the puck down on the plug switch and leave for a minute then power back on and it will skip the pin page 

@kbroadway 

[dagsey]

Sky puck is not working. Used to work fine, now not. Unable to link my account, menus just keep sending me round and round to the same conclusion. Unable to talk to a human, very frustrating, help please.

[Sarah2882]

I have tried the recovery process many times. Switching the tv off and back on again goes right back to the blue screen.

[Jporch316]

---

@dagsey wrote:

Sky puck is not working. Used to work fine, now not. Unable to link my account, menus just keep sending me round and round to the same conclusion. Unable to talk to a human, very frustrating, help please.

---

Either 

1 log into the sky account page before you go to the activation page 

2 check you are using the email you used to purchase sky stream 

[Jporch316]

---

@Sarah2882 wrote:

I have tried the recovery process many times. Switching the tv off and back on again goes right back to the blue screen.

---

If possible run the recovery process with an Ethernet cable plugged from your router to your tv or puck. Once finished you can remove the cable then go back to WiFi