No apps on Sky Stream

[CSmith23]

I'm having this issue with no apps on the stream puck. Tried restarting device many times, factory resets, plugged it into the router for an hour with an ethernet cable to do the hard reset as advised, still no joy!

When I go to refresh apps I just get the message on screen saying "There was a problem refreshing your apps"

I contacted Sky and they took me through all the troubleshooting for it not to work so they sent out a replacement puck and I've just had the exact same on this puck. Contacted Sky again and was told this would be escalated to their tech team and that they would reach out to me, a day later, I randomly got a text saying it had been fixed... but still no apps! The only apps that appear are Sky Sports, Sky, and Sky Store.

No Netflix, Disney, Paramount etc. I've even tried opening a Netflix tv show from the featured part on the Sky menus and it just gives me the message 'Sorry, there are currently no programmes of this type available'.

Surely it's an issue with my account rather than the pucks themselves.. live tv works fine, but just no apps! It's been like this for 2 months since I've had it with Sky Glass, all the apps are working and fine on the Glass, just not the puck!

[lettice]

Sounds odd.

In your MySky account does the rogue Sky puck show as activated?

Who is your broadband ISP?

Do you have any kind of VPN running or any mesh  type restriction on your local network?

Could you also tell us what the following shows for the puck in Settings>Systems Management>Systems info

Build Version =

UI Version =

Plus, does it show a Netflix ESN number and Netflix version? No need to copy those here, just that they are not empty.

[CSmith23]

Thank you for responding, yeah it does show the puck as activated in my product settings on My Sky.

Broadband is with Sky, I do use a mesh network to gain better wifi around my house but I have tried hooking the puck up to both the main Sky WiFi as well as my mesh network and no change. The Sky glass is actually connected to the mesh network and no issues with that.

Build version: QS037.045.01P

UI version: 3.33.0

Netflix ESN and software version are both blank.

[lettice]

Thanks for the info.

For your broadband details and your puck activation check, no issues there.

Your Puck versions are on version batches of the latest, all good too.

Having blanks for Netflix, does point towards an app issue.

Please do not do any kind of factory reset of the Puck going forward, unless you are on a call with Sky at the time and they have asked you to do so. A factory reset could cause some further ongoing account issues, that Sky will have to fix.

Can you please try the following in this order.

Put your Sky Stream Puck into standby. do not power it off.

Just for this exercise, if you can, connect it with it an ethernet cable directly to the Sky router.

Power off your Sky router and leave it off power for over half an hour. This will refresh the WAN ip address and path connections.

Power the broadband router back on

Do not do anything yet with the Puck.

Allow all your other devices and the Sky Stream Glass TV to connect to your Sky broadband and play out a live channel for five minutes or so on the Glass TV.

Then on the Glass TV, do a settings restart;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Glass TV  will perform a reboot. It will take a few minutes to complete.

Once your Sky Glass TV is back up and running, go to your Puck.

Press the remote control Home button on the puck to bring it out of standby.

Go straight to settings and do a settings restart;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

Once back, play a live linear tv channel for five minutes.

Then, with your voice remote say 'itvx', what does it do?

If it launches the app, good, if not then go to settings and do an app refresh.

Hit Home on the Puck  remote control and allow the puck itself to go into standby. 
Leave in standby for a few hours.

Then press the Home button on the Puck remote control and try with your voice 'itvx' again.

If that still fails, check in settings what app refresh says.

It may say refreshing or complete. If refreshing, let it continue, app refresh can take up to 24 hours to complete. Do not apply refresh again.

If it says failed, report back here.

[CSmith23]

Thank you for these instructions, I'm out for the day today but will give this a go this evening and I will report back.

[CSmith23]

Followed these steps and unfortunately getting the same results.

When I voice search ITV X, it just says 'Sorry, this app is not available'.

Also the same message when I go to refresh apps still shows 'There was a problem refreshing your apps'.

I've just always been under the impression that there is an issue with my account itself, I can't seem to view the My Sky option next to settings on the puck, when I choose my Sky, the only option provided is 'Manage Pin', I'm not provided with all the usual options that are being provided on the Sky Glass.

[lettice]

Sounds more like a software issue than account issue, as you mention the Puck is activated and your Glass is connecting ok.

You could try a software update, either by ethernet or wifi

Via Ethernet

Make sure your router is switched on for the whole of the update process.

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.

Via wifi

1. Turn your puck off at the mains.
2. Hold down the Standby button on your puck for at least 30 seconds, then turn your puck back on at the mains while still holding the button.
3. Leave the puck powered on for one hour.
4. Press the Standby button on your Sky Stream remote.
5. Turn the puck off at the mains, then back on again.

If this does not work.

Afraid you are going to have to call Sky and get them to look into your issue.

Would suggest mentioning on the call all that you have tried.

Be good to know what they do for any resolution.