Black screen

[Len6]

Hello, my sky puck is just a black screen. It was working fine this morning then when I switched back over to the hdmi port I just see a black screen. HDMI all checked and fine, plus I can see volume move up and down on screen. Have turned on and off the puck but no change. Any have a similar issue and found a resolution? Also to note, Internet connection is fine. Thanks.

[Anonymous]

Hi @Len6 ,

Have you tried your Stream puck on another TV?

Check for the white light on the puck, to see if there is a power connection.

Also check the batteries in your remote.

You can also try the recovery process.

1. On your Sky remote, press 4 and 6 together for three seconds. This will reset your remote.
2. Switch off the Sky Stream puck at the mains again. There's no need to unplug it.
3. Press and hold the Standby button on the bottom of the Sky Stream puck.

4. Keeping your finger on the button, switch the power back on at the mains and wait until you see the LED lights flash different colours, then remove your finger.
5. Let the Sky Stream puck complete the recovery process. This can take up to 15 minutes, depending on your broadband speed.
5. Switch the Sky Stream puck back on and follow the on screen steps to set it up.

Hope this helps!

Regards,

Daniel.

[MarkGoldsmith]

When you say you have turned your puck on and off, what exactly did you do? The best way to reboot the stream puck is to turn it off at the plug for a couple of minutes, usually a quick turn it off and on again immediately at the plug won't suffice as the power may not completely drain from the puck doing this.

[Len6]

Yes, I turned off at plug for a few minutes then powered back up. Still no change. Puck is only in the house about a month.

[Quoman7]

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@Len6 wrote:

Yes, I turned off at plug for a few minutes then powered back up. Still no change. Puck is only in the house about a month.

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Hi @Len6 Try rebooting your TV followed by the puck?

[liamf91]

I have experienced the exact same thing. 

Did anything work to resolve this?

[Dumbo2]

I have same problem as soon as I pull out the hdmi from the puck and put back in it seems to works its as if the puck is not picking up/sending the signal down the hdmi 

[Chrisee]

@Dumbo2 When a device like a puck comes out of standby it sends a handshake message over tge HDMI lead to the TV which responds with a reply this sets up the connection. Sometimes the TV is not ready for the message when the puck sends it so no video link is established. Most TVs come out of standby fast enough but a few dont if your's is one of those try bringing the TV out of standby first then start the puck usually sorts this out.

[88ajr]

This is still an issue thats happening. 

Turn the TV on, turn the puck on. Have a a physical picture, see the full menu, all apps, when selecting a programme you get sound and menu but a black screen for the actual video content meant to be streaming/playing. 

I did have a work around which was updating the apps restarting the puck from the settings menu and then pulling the mains power from the puck but now i'm not even getting sound. 

This is utter garbage to have to keep reseting the puck. Does anyone have an update or solution for this issue yet?

[ChrisEades]

I am also getting the black screen on channels but can see home screen etc. Sound sometimes drops off too. Have tried reboot, restart, plugs etc... utter rubbish 

[TommyR8]

I'm getting the exact same problem, only had the puck two weeks. Sometimes it's fine and others it's just a black screen despite internet being absolutely fine. It looks smart but the tech is an absolute paperweight.

[TKer001]

Having the exact issue, sometimes with sound, sometimes without, all menus etc working but no image on any channels or shows. Will be asking for a month off if I don't get a reply 

[Sky1002013]

Mine is doing the exact same thing, I even got another puck delivered, and it did the same thing, when I turn it off and on then it started again. Next morning exact same thing, I am not happy with this. Has anyone figured out why this is happening?