New Subscription Puck Freezes

[david2333]

Hi all,

Received my Puck today, nightmare to get setup, foze every time I managed to connect.

Eventually managed to remove the Wi-Fi setup and put onto an ethernet cable.

Can stream a programme for a minute then the unti freezes and becomes unresponsive and have to turn off and on again, then repeats the same process.

I have a Samsung Frame on the same Wi-Fi/Network and only ever Stream Apple, Netflix, Prime etc. with no issues like this.

It does not really run long enough to do any decent troubleshooting so I am stuck as to what to try.

Have connect to two different Wi-Fi SID's, both work fine with other items and services.
Have hard wired to my WiFi router and direct to my Broadband router.

Rebooted and done a restart with the button held down.

No Change

I sit on this same network all day long working on web based systems or on Video calls with no problem so reasonable confident this is not an internal network issue.

Any ideas please or am I just unlucky and need a replacement puck, have found it very diffcult to figure out how to get in touch with support, this seems more effective for people so hopefully someone can assist.

Thanks Dave

[Anonymous]

Hi @david2333 that does sound odd and not the expected behaviour.

With an Ethernet cable plugged in, could you make sure that WiFi is disabled in settings, because by default it will stay enabled. This might help diagnose if wireless is anything to do with it.

Can you clarify freezing please, is it that the entire unit stops and you can't press anything or is it just that the audio/video freezes?

[david2333]

Hi @Anonymous 

I swtiched off the Wi-Fi and by the time I got back to the home page, the programme screens were blank boxes and the unit became unresponsive.

I then unplugged, gave it 10 seconds then plugged back in, loaded up a prograrmme that streamed for no more than 30 seconds, then the picture froze and the unit became unresponsive.

By freezing I really mean unresponsive, none of the buttons do anything on the remote and the only option I seem to have is to turn off the power. If I hold the Power button on the remote it turns the TV off but that is all.

HTH 

Dave

[Anonymous]

That sounds really annoying and clearly not right. 

I recommend speaking to Sky and seeing if you can get a replacement puck because I think that's probably faulty. 

Sorry I couldn't be of more help for you but I hope you manage to get it sorted soon. 

[david2333]

HI @Anonymous 

Ok, thanks for the help anyway, any recomendations on the best way to get to talk to Sky, like many these days they seem quite elusive!

I will try the messaging service tomorrow, the AI bot was less than helpful!

Cheers

Dave