New puck won't update

[TDHarry]

Can't get my new puck past the update screen any ideas I've tried all the usual stuff several times. 

[MarkGoldsmith]

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@TDHarry wrote:

Can't get my new puck past the update screen any ideas I've tried all the usual stuff several times. 

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Is it showing an error or just getting stuck on the screen?

[Jporch316]

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@TDHarry wrote:

Can't get my new puck past the update screen any ideas I've tried all the usual stuff several times. 

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Try it with an ethernet cable plugged in 

[TDHarry]

It just says updating software. Then nothing happens then after a while it says let's get connected, I press continue and it just goes back to updating software. 

[lettice]

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@TDHarry wrote:

It just says updating software. Then nothing happens then after a while it says let's get connected, I press continue and it just goes back to updating software. 

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A few customers have been suffering from this problem or similar of late.

Sky are aware some customers are having this issue.

Try the following;

Reboot your broadband router.

Leave the puck off power for ten minutes or more, then go through this process;

Hold  down the Standby button on your puck for 30 seconds or longer, only then turn it back on at the mains while still holding the button.

Leave the puck powered on and connected to Ethernet for one hour or longer.

Press the Standby button on your Sky Stream remote.

Turn the puck off at the mains, then straight back on again