Sky Puck Error Messages and Connection Issues

[Matt212]

I have a new Sky Streaming contract with a Sky Puck. 
It's not working as i hoped it would. All connected correctly and tested.

However, every other time I reboot it, I have to reset everything after receiving the error message

HDCP unauthorised. Switch off your TV at the socket for at least one minute, then switch it back on.

Also, the connection hangs and the audio is intermittently out of sync. The puck is right by the Google WiFi router and the current connection to my Amazon stick is perfect.

Has anyone else experienced anything similar or found a fix?

Thanks!

Matt

[mikealanr]

Hi @Matt212 

Did you use the HDMI cable supplied with the puck? And how old is the TV you are trying to connect it to? Sky pucks requires HDCP 2.1 and older cables or TVs can cause issues. On some TVs there may be a setting or specific HDMI port that meets the 2.1 standard.

In terms of audio issues, have a look at the thread here as many reports: https://helpforum.sky.com/t5/Sky-Stream/QS025-Lip-Sync-Issues/td-p/4607728

MikeAlanR

[Matt212]

Hi MikeAlanR

Thanks so much for your help with this. It's much appreciated. I am using the HDMI supplied. I've also tried it with a very good quality new one just to test if it made a difference.

The TV is approx 3 years old so I'm assuming the ports are reasonably up to date. I'm not actually sure how to check but I'll do some research. Appreciate the advice.

And thank you for the link re audio. I'll have a good read through that and try all the various things it suggests.

Thanks again,

Matt