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Discussion topic: My puck won't even start on my TV

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This message was authored by: EmmaE0901

Message posted on ‎21 Aug 2025 04:59 PM

My puck won't even start on my TV

I've followed the instructions and it got stuck on checking status, then I followed the online instructions if that doesn't work and now I'm stuck in a never ending cycle of it trying to update software but I've not even been able to connect it to the wifi yet!
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This message was authored by: mikealanr

Message posted on ‎21 Aug 2025 08:40 PM

Re: My puck won't even start on my TV

Posted by a Superuser, not a Sky employee. Find out more

Hi @EmmaE0901 

 

Connect via ethernet cable for setup and then you can set up WiFi once installed and activated.

 

Or you can try the steps outlined here: https://www.sky.com/help/articles/setting-up-sky-glass-updating-software

 

Failing this you will need to speak to Sky and obtain a replacement.

 

MikeAlanR

---
55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
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This message was authored by: Fothergill1

Message posted on ‎22 Aug 2025 12:45 AM

Re: My puck won't even start on my TV

Posted by a Superuser, not a Sky employee. Find out more

Hi @EmmaE0901 it sound very similar to what happened to my 18 month old puck a couple of months ago and Sky ended up replacing it.  The new one worked correctly straight away.  

 

Try the suggestion and link already provided by @mikealanr but it that doesn't resolve your issue call Sky for some more troubleshooting and possibly a replacement.

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