Sky Stream Setup - Skips connecting to wifi and then stuck on checking status

[lettice]

Can you temporarily use an Ethernet cable to setup the puck,, rather than wifi.

After setup is complete, in settings you can then add your wifi.

[sutt92]

Unfortunately I don't have one - thought I had but apparently not. 

Bit annoying as I shouldn't have to have an ethernet cable for it to work.

[lettice]

Can your try the following procedure;

Turn your puck off at the mains.
2. Hold down the Standby button on your puck for at least 30 seconds, then turn it back on at the mains while still holding the button.
3. Leave the puck powered on for one hour.
4. Press the Standby button on your Sky Stream remote.
5. Turn the puck off at the mains, then back on again

Hopefully it should continue fine this time.

[Spectre01]

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@sutt92 wrote:

I tried setting up the puck to my tv. It completely skips past the step to set up the wifi on the puck so naturally when I am forced to hit continue and it's checking the status of sky apps it cannot because it's not connected to any wifi. 

I've tried resetting, it then said the puck needed to update it's software but it just keeps looping round, not updating and then saying the same **bleep** of softward needing to restart. 

Absolutely appaled at how poor of a device this is.

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I recently got Stream and had the same problem, it skipped the WiFi setup and kept trying to do a firmware upgrade.  I Googled all the various solutions but nothing worked.  Fortunately I have a 50ft Ethernet cable which I ran from the router to the Stream box and that allowed the firmware update to proceed.

I think the Stream box was coded by someone in primary school (no offence to anyone in primary school) as surely it should be simple enough to code "do I have a network connection" before it tries to do anything else.

[Alex2038]

I've just been joining sky and my sky puck will not work it won't update can somebody help please 

[BenJoBanjo]

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@Alex2038 wrote:

I've just been joining sky and my sky puck will not work it won't update can somebody help please 

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Sadly this seems to be a common occurrence with Sky Stream at the moment. The normal advice is to connect the puck to your router with an ethernet cable and allow the software update to complete. You should then be able to switch over to WiFi if you wish. 

[Nimbob · Accepted solution]

Hey everyone,

I have noticed several threads appear regarding issues with setting up Sky Stream.

I have merged these threads together and reached out to the appropriate teams for updates on when this issue will be resolved. 

Currently the workaround for your Puck being stuck updating is to plug in an ethernet temporarily, This will allow updates to be done and you will then be able to connect to Wi-Fi.

I will mark this as the answer and will update you all when possible.

Thanks

[RTT]

Just had new Sky Puck delivered. Carried out all setup instructions & got message saying it needs a software update. Been through all the online help instructions but the attempted software update just goes round the same loop of restart puck, start update, wait etc

[Fothergill1]

Hi @RTT There have been a number of similar complaints recently.  Try unplugging the puck from the wall socket for a couple of minutes and then starting the setup process again.

If it gets stuck at the software update stage again try connecting the puck to the router with an Ethernet cable. You can revert back to WiFi when/if the setup has completed.

If all else fails call Sky for some more troubleshooting.

Good luck 🤞

[RTT]

Thanks for your reply. Still doesn't work. Tried ringing Sky Tec support & just get a message saying 'we are having technical difficulties so can't talk to you now, try later'. I'm beginning to wish I hadn't signed up with Sky 😞

[MattPaddock]

I am having the same issues.  I can't talk to them either due to technical issues.  Which is really really poor service.  I wanted sky stream as wanted all the sports facalities you can get.  So this has been a very bad experiance.  I have tried resseting so many times.  I don't even get a change to amend any settings as it freezes and shuts down.  I have even used an ethernet ( I am running speeds of 900mb)  So it's clearly a device fault.  If they can repalce and I am lucky to get a non faulty one then happy days.  But I am not waiting around to miss out on services subscribed for!

[RTT]

Thanks for your reply Matt. I am in exactly the same boat.   I have done all the suggested checks as you have.  I only had the Puck yesterday morning and must have spent at least 12 hours trying to get it working, I am also frustrated with the service. How can a company the size of sky not have a technical support line available? I also want it for sport so it would be dissappointing if I have to cancel Sky Stream and go  back to spending more time in my local club.

[RTT]

Thanks for your reply Fothergill but as you see from my reply to Matt I have hit a dead end.

[RTT]

Good progress this morning, got through to technical support. They are sending a second puck in 3-5 working days. So fingers crossed!

[MattPaddock]

3-5 days?   Interesting when they can send you one almost next day when a new customer.  

dis they just agree they were at fault and re issue?  I shall try shortly.