Puck issue

[Houghbong]

Hi all.

I have 2 x pucks but the main one periodically either freezes or reboots itself without any notifications. Nothing on screen or any error messages.

Anyone know why before I contact Sky? The other puck works 100% without issue.

Cheers guys.

[Angel_Aka]

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@Houghbong wrote:

Hi all.

I have 2 x pucks but the main one periodically either freezes or reboots itself without any notifications. Nothing on screen or any error messages.

Anyone know why before I contact Sky? The other puck works 100% without issue.

Cheers guys.

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Swap their locations in your home to work out if the problem is network related. 

[lettice]

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@Houghbong wrote:

Hi all.

I have 2 x pucks but the main one periodically either freezes or reboots itself without any notifications. Nothing on screen or any error messages.

Anyone know why before I contact Sky? The other puck works 100% without issue.

Cheers guys.

---

@Houghbong 

Your type of  issue is often related to the local network not working that well where you have your Puck or some local interference may be causing an issue.

Having a good local network and trying to avoid any interference is a key factor for having a reliable experience with Sky Stream.

Best way to test, so we can offer further help is via a network speed test on your Puck.
Launch Netflix on your puck (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests or at your busiest household internet usage times.
What is the speed for your puck?

Also, it may be suffering from interference, 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.
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 both your pucks to the following recommended settings set in Settings>
Set Network standby mode to ON.
Turn wifi OFF under Network if connected via ethernet.