Puck Pretending that WiFi is not working

[EKM]

I wonder if anyone can help with this:

We have Sky Broadband and Sky Stream with Sky Puck connected to a smart TV. The sky puck keeps telling me that there is no WiFi for it to connect to - this is despite all other apps on the smart TV (Samsung) and other devices working fine. The only thing that seems to help is to unpluck the puck from the power, plug it back in and wait for it to restart. 

A variation on the theme is that the puck starts up, I get to the home page, but it then freezes on any sky program (for example Sky News) - while Euronews for example is running fine.

Do I hav a duff puck? Or is this normal for sky stream (if so I am at risk of divorce since I moved us from sky satelite to sky stream...)

[Jporch316]

Hi @EKM 

@try a full reboot of your router 

[Stephen+Mourton]

@EKM   The puck may not be faulty but it is quite temperamental.  The problem could possibly be your setup, at least try a few things first.

The puck should stand alone with space around it and as far as possible away from other electronic devices, especially sound bars.  It should have a clear line of sight to your router with nothing in the way. (unless connected via Ethernet cable).  Make sure your router is not on a window sill or near a mirror, and finally check you have a good internet speed.  See if any of that helps, I hope so.

[EKM]

Thank you for the tips - I'll give them a try.

The puck is connected via WiFi which is working fine (since the TV itself has no problem getting onto Netflix).

It is sitting below the TV and just above a soundbar - I'll give moving it a try to see if that improves things.

I will report back! Enjoy your Saturday!

[lettice]

From your placement, sounds as though it could be your issue.

So it could be suffering from interference, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.

Plus, change your pucks to following recommended settings set in Settings>
Set Network standby mode to ON and Overnight power saving to OFF.
Turn wifi OFF under Network if you choose to connect via ethernet.

[Barnsite]

My puck kept reporting no Wi-Fi, pausing, freezing, etc.  There is / was no issue with my Wi-Fi, puck placement, etc (unless restarting the puck magically fixes my router, or moves the puck). 

What I have to do is restart the puck from the Settings menu every time I need to use it (i.e. when I start watching after the puck has gone to sleep).  If I don’t do this, it will continue to intermittently error until I do.  And, since I’ve been doing this it has never dropped connection until I leave it to sleep again.  It’s a pain, but tbh it only takes a couple of minutes to restart and is worth it to not have the Wi-Fi issue.

To Restart from the settings menu

Settings - System Management - Resets & updates - Restart device

Good luck!

[EKM]

Thank you for the tip Barnside. Out of interest: Does the puck loose your playlist when you do this? I did a 'hard reboot' holding down the button under the puck and it lost all our play lists etc. (no big damage, just annoying...). 

[Barnsite · Accepted solution]

Hi, as long as you select "Restart device" everything will stay exactly "as is".  If you select "Factory reset" you'll lose everything same as the hard reset using the button.

[Mccrudden75]

Glad to have found this, im off work sick this week, and all of a sudden "No Internet".  Nothing has been moved, changed or unplugged.  My laptop, Xbox and PS are all still working fine.  Strangely, if I hit the home button and go to "TV Guide", I can watch live TV, just nothing through any apps or the playlist etc.

I have reset the router and the puck (through the menu and unplugging it) several times now.  I have even used the hot spot on my phone, still the same message.  Surely this is a Puck issue.  Driving me mad that I am stuck at home and cant watch any of my programs!!!

Please help....

[Stephen+Mourton]

@Mccrudden75   One other thing to try is to go to Settings, Resets & updates and chose Refresh Apps.  This takes a while but would recommend you wait for it to return you to the Home page.  Once done that I would recommend you go back and choose Restart device even though I know you have done it previously, then see if any of the apps work.

[EKM]

Thank you! I think this has done the trick. I updated all the apps as you said and restarted the puck from the menu and it has behaved itself ever since. May be it has been reading these posts and decided to co-operate? You never know. Thank you everyone for your suggestions!