Black screen

[Anastasia5]

Recently received my sky puck and it sometimes will boot up and then immediately freeze and go to a black screen. Tried all the trouble shooting guides and still no luck.

From previous posts I believe I have a faulty puck.

[lettice]

Mostly this is caused by a poor wifi connection or some interference.

Having a good local network is a key factor for having a reliable experience with Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household or can suffer from some local interference.

Best way to test is via a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests.
What is your speed for each puck?

Also, it may be suffering from interference, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.

[Stephen+Mourton]

@Anastasia5  When you say you have tried ALL the troubleshooting guides it makes it hard for us to advice as it feels like anything we say has already been tried.  Would you be good enough to provide a list of all these guides you have used and we can then see if there is something you missed?