Can not set up Sky streaming, freeze at check account status

[mikealanr]

Hi @Sachiko 

Follow the advice provided by Sky here: https://www.sky.com/help/articles/setting-up-sky-glass-checking-your-status

MikeAlanR

[Sachiko]

Hi @mikealanr 

Thank you for your reply, I have tried all resolution options on the sky advise.

I am now where software up-dating screen that seems frozen again!

Any advise on from this issue?

Appreciated all your advise, since I can't get on anyone on support phone, even awaiting 1 hour still unable to get on talking with someone.

[Jporch316]

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@Sachiko wrote:

Hi @mikealanr 

Thank you for your reply, I have tried all resolution options on the sky advise.

I am now where software up-dating screen that seems frozen again!

Any advise on from this issue?

Appreciated all your advise, since I can't get on anyone on support phone, even awaiting 1 hour still unable to get on talking with someone.

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Try it with an Ethernet cable plugged in 

[MarkGoldsmith]

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@Kcm1979 wrote:
Hi, I have just plugged in my sky stream puk and unable to set it up. It won't even let me connect to the WiFi and just says it is doing an update. But how can it if it is not connected to broadband? Please help?

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Try connecting it via an ethernet cable and following these steps:

1. Connect your puck to the router through Ethernet and make sure it's plugged in at the mains.
2. Turn your Sky Stream puck off at the mains.
3. 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.
4. Leave the puck powered on and connected to Ethernet for one hour.
5. Press the Standby button on your Sky Stream remote.
6. Turn the puck off at the mains, then back on again.

Once its done the update you can then setup and switch it back over to Wifi 

[Kcm1979]

Thanks but my router is not near the TV so will it matter? Will this still work? 

[Jporch316]

Can you move the sky box closer to the router temporarily until it does the update 

[Kcm1979]

Yes but does the puk need to be connected to the TV also? 

[Jporch316]

Yes - do you have a long ethernet cable? Or a spare small tv you can easily move around ? 

or can the router move around ?

[Jporch316]

Also try rebooting your router first 

[Kcm1979]

Thanks ill give it ago.  What a nightmare 

[Kcm1979]

Thanks mate, it worked 👍

[laurenjade18]

We are having exactly the same issue - contacted Sky who sent us a new puck, and the same thing is happening  again. We've tried it in a different TV and can't get the software update to complete. Faulty batch of pucks maybe? Either way if anyone finds a solution please let me know!!!

[LAsh4]

We got a new one sent out, same problem. We randomly thought to take it to my mums to try on her WiFi, worked straight away, set it up, took it home and it works perfectly now. Absolutely no idea why it wouldn't sort out originally at ours - maybe worth a try if it's an option for you? 

[laurenjade18]

Ahh how strange! Thanks for the idea, we'll give that a go. We even tried connecting directly to the wifi using a Ethernet cable but still nothing. Very annoying!

[sutt92]

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.