Sky Glass won't set up

[Chrisfrom3TFM]

Hi,

So I factory reset my Glass TV through the 'Settings' in the TV however now when I'm trying to set it up I can't get beyond the PIN part it lets me input the PIN, but then there's no 'Continue' or anything shows up and when I press the 'Circle' button on the remote it doesn't do anything.

I've tried unplugging and leaving off for 5 minutes, setting up again, but it's just doing the exact same.

Anyone else heard of this issue, or know how I can resolve it?

Thanks.

[Jporch316]

Hi @Chrisfrom3TFM 

Normally when you get to the pin screen pull the plug then plug back in and on next setup it will skip the pin entry screen 

[Chrisfrom3TFM]

Good morning Jporch316,

No luck doing that as suggested, it comes back on and just goes through the same process asking for PIN and not accepting the PIN I input, plus when trying to reset it with the setting new PIN by putting in the payment method last 4 digits it takes the 4 new numbers for PIN but won't let me continue any further than that.

[groupcaptain]

Pull the power, hold in the standy button on the right of the device next the power cable connector. Whilst holding the button in, connect the power, wait a few seconds and release the button. If it has worked, the usually white LED at the centre botton of the screen should show red. This seems to cause a reload. I don'tknow the difference between that and a factory reset but it does seem to clear itin some cases. Good luck!

[Jporch316]

@Chrisfrom3TFM 

I can escalate your post to the online community team if needed ?

[Chrisfrom3TFM]

I think this is for the best, tried all the suggested methods to no avail and as it's the only TV in the home it's like I'm missing a limb.

[Jporch316]

@Chrisfrom3TFM 

I have escalated your post to the Sky Community Messaging Team.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Chrisfrom3TFM]

@Jporch316

Thank you, I'll keep an eye out.

[Chrisfrom3TFM]

Just checking in as I've had no TV since Friday night and haven't had any chat messages to see what's going on?

[Chrisfrom3TFM]

Ignore that last message, all sorted now, a PIN reset from Sky's end was required and it's all good now.

[Andzelika-7]

I have tried everything to set up tv however keep stuck up on chose th pin option and not able to set up further , need urgent help as not setting up and been needing to reboot tv nearly every second day

[MarkFinnie]

Hi I am getting the same issue cannot get past the choose your new pin page. Can't go forward or back. Please help 

 

[Jporch316]

Hi @MarkFinnie 

have you tried pulling the plug when you get to the pin screen then restarting - it will sometimes skip the pin screen on next run through 

also remember the pin is the last four digits of the mobile number on your sky account 

[Sammy6675]

Hi did you get to the bottom of it as I'm currently in the same boat! So frustrating. 

[Chrisfrom3TFM]

@Jporch316 Or else the last four numbers of the method you use to pay your account which can be bank account number.