Sky Glass and Stream Pucks - Won’t load the home screen beyond a blue refresh screen

[A13HED]

My sky glass to and 2 other tvs with streaming pucks won't load Home Screen, on all 3 all I'm getting is a blue screen saying press home to refresh, I've disconnected from power and Ethernet and left for 5 minutes but still get same message, been in settings and connection is fine as are all other devices internet related 

Moderator note: subject of thread updated to better reflect the conversation

[Tony113]

Now it's frozen 

 

 

[MarkGoldsmith]

@Tony113 

A couple of things to try if you haven't already try a reboot of the puck

1) Turn it off at the plug

2) Wait at least 30 seconds

3) Turn it back on at the plug

If that doesn't work and fix the issue, can you do a speed check. Open Netflix on the Stream, go to Get Help and then Check your network. This should tell you the download speed the puck is getting and will help illustrate if the issue is due to the puck having a poor internet connection.

[Tony113]

Done all that unfortunately we had to have adjustments done by customer services and totally rebooted, as well as paired. The remote control still freezes every now and again, but it's a lot better than it was 

[JL4491]

Hi

Mine is the same, at first I thought it was the remote but i changed batteries and won't load past the home page

[Ml101]

I have the same issue on 6 steam pucks. Occasionally one puck might jump into life, for a little while, but 90% of the time they are just sitting on the refresh screen. I have had this problem for over a week now.

Called Sky multiple times, and reset all the pucks, hard and soft resets, does nothing to change the "refresh your connection" screen.

I can see from the sky box settings, that all the pucks have a local IP and have all ticks against an internet connection (so it's connecting to the internet). Further, when resetting a puck you need to login to the sky site and put in a pin shown on the screen (from the puck). As soon as I do this the puck progresses the setup. This proves from both ends (my home and sky) all pucks have an internet connection and sky can talk to the pucks. Furthermore, my devices have no issues on the connection tool on the sky website, says streaming is OK

I have dedicated 1 gigabit up and down, no other internet service is affected, I can even see speeds maxing out at on speed tests to the capability of the fibre line.

This has been with Sky tech team for a week, with no responses, no followups... very time I call, the poor people on the first line support cant do anything other than tell me its with the tech team.... One very frustrated customer at this point, no feedback, no progression, no end in sight.

[Ml101]

Hi, I was speaking with a post I made on this exact issue in the stream forum and someone mentioned that some of the smaller ISPs needed to change settings to allow the pucks to stream. I was just interested in what ISPs you both use to see if there is any commonality here on this theory.

I have 1-gigabit Fibre from B4RN (Broadband for Rural North). 

Just to complete the picture, I have had B4RN for a while now and the pucks worked fine (for months) until last week. so I am assuming this is either not our issue or the ISP has changed something. Knowing what ISP you use may help though. 

[MarkGoldsmith]

It could be that your ISP has given you an IP that isn't actually UK located, that's been a known issue.

You can use a site like https://www.iplocation.net/ which will tell you details about your IP addres including location to see if that may be the issue.

[A13HED]

Hi, we are also on B4RN, just spoken to Sky, we went through trying to get back up and running but they say there's now an issue with my account, it's not a monetary issue but couldn't explain anymore, said she'd try to call back before 5:30pm today but we may be without Sky until Saturday, obviously expressed my disappointment 

[Ml101]

@MarkGoldsmith Thank you for the link, just checked, it says London-based IP, so at least at am still in the UK  (currently) 🙂 

@A13HED - Thanks for the feedback. I just called B4RN to see if they had any knowledge of this issue too with te pucks. They took down my details and are going to see what they can find out (infinitely more helpful than Sky). If I hear anything I will post it back here so you see it too.  I hope they get your acount sorted ASAP! 

[A13HED]

Wife's got home to 2 of the pucks now working but Glass TV not working, my brother lives in same village, has stream only boxes and B4RN also, his wasn't working today but is now back on, my mum also same village, Glass TV but on BT internet and had no issues at all. Looks to be an issue between SKY and B4RN at a guess 

[Ml101]

Thanks for the update. All 6 of my pucks came back on at about 13:15 today and have stayed on since. This has happened a few times over the last week and then they all go into a loop again (with that said this is the longest I have had them all working since last Thursday).  I am waiting for the pucks to go into the loop again to run a test for B4RN with a different internet connection, hopefully this might shed some light on if it's the connection or the single point that connection goes into (SKY) I will keep you posted on progress too. Thanks! 

[PeteNilsatis]

I live in Chipping so have B4RN also, and my sky glass is just not working. Getting a "lets try that again, press home to refresh connection" error message. Hasn't worked for 2 days now. I have tried all the possible resets and reboots etc. It just suddenly stopped working and won't come back on. 

[A13HED]

Have a look on B4RN user group on Facebook, there's a thread on there similar to this, report it to B4RN also, seems there's too many parallels and seems they're related, fortunately ours just sprung back into life this afternoon, the 2 picks by themselves but had to re-register our Sky Glass TV from scratch 

[martinglover]

Hi all,

Same here. Been getting the "Let's try that again" message intermittantly for a couple of weeks but as of this evening it is every time I boot the box. 

Sky stream, 3 pucks. B4RN internet since Sept 2023. Working beautifully until mid March 2024 where it is now throwing up the above message. 

Would love to know why. Happy to contact B4RN to advose if there is something thrymneed to adjust?