New puck - checking status then failed to link

[Bdavbdavbdav]

Just got a new stream puck. Connected to gigabit fibre by Ethernet. No issues there. 

Setting up afresh out of box, I'm just getting "checking status" then failed to link account. 

Any ideas?

[Fothergill1]

@BdavbdavbdavHave you activated the puck? If not you need to log into your My Sky account at   https://www.sky.com/mysky

Once logged in go to https://www.sky.com/productsettings/streaming-tv/activate This is where you can enter your activation code that appeared on your screen during setup.

The following link is to a setup help guide: 

https://www.sky.com/help/articles/setting-up-sky-glass-help 

[Bdavbdavbdav]

Thanks for your reply - I don't seem to get an activation code. The device says its all connected to the internet (and indeed I can see traffic going to the internet in UniFi) - it says its checking my status for about 5 mins, then goes to unable to link to account.

Looking at the order tracking, it says it should just be plug and play, and to follow the instructions on screen of the device.

Going into my Sky, the device is already listed under Connected Devices / Sky Stream Puck.

[Bdavbdavbdav]

... I've tried a reset too, but same issue. 

[Fothergill1]

@Bdavbdavbdav

To get you some help with this I have escalated your post to the Sky Community Messaging Team who will send you an invitation for an online chat.

The link below explains how the procedure works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum. When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.  Note replies from Sky are not instant so you will need to regularly check the chat thread.

[Greenfingers001]

Thanks for escalating this. We’ve sent @Bdavbdavbdav an invite to chat.

[Bdavbdavbdav]

Many thanks all - Thankfully it seems to have started working again by itself this morning so good times!

As an aside, does anyone have any idea how to turn the pin on >12y cert off? The parental control settings are all set to "off" so in theory this should be off, but still prompts me for channels.

[Fothergill1]

@Bdavbdavbdav I'm glad you have resolved the issue.

With regards to having to enter your parental control pin when everything it turned off it is really annoying but there is nothing you can do about it as it is a legal requirement for the broadcasters if an age restricted programme is being shown before the watershed.   Sky Atlantic and Sky Max readily come to mind but there are others.

[Bdavbdavbdav]

Is it meant to be when everything is turned off? Its every channel change for me

[Fothergill1]

@Bdavbdavbdav It certainly should not be happening on all channels.  Just check that you have the setting to off in the Parental settings in both the family and the ratings menu.

I imagine you have already done a system reboot by switching it off at the plug for a minute before turning it on.

I can't think of anything else to try other than speaking to Sky to see if they can help (if you still have the online chat open you could ask there)