Sky Puck stuck

[CambridgeRM]

New to sky puck. Followed sky help to update and reset the puck and remote. Now stuck on updating software. "  it will only take a moment" but stuck on 0% for last 15 minutes. Any ideas ? Or is this another bit of rubbish kit ? 

[MarkGoldsmith]

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@CambridgeRM wrote:

New to sky puck. Followed sky help to update and reset the puck and remote. Now stuck on updating software. "  it will only take a moment" but stuck on 0% for last 15 minutes. Any ideas ? Or is this another bit of rubbish kit ? 

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Try turning the puck off at the plug for 2 minutes and then see if that then gets it past that step.

[CambridgeRM]

Thanks Mark. Have already switched off 3 times ? And reset everything - is it pot luck to get the thing to update and work 

[peter-marlow+1966 · Accepted solution]

If it does not work  after  that call sky and explain  the issue  to them they will  talk you through  a few  things, if that does  work then they will  arrange  a replacement  for  you 

[MarkGoldsmith]

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@CambridgeRM wrote:

Thanks Mark. Have already switched off 3 times ? And reset everything - is it pot luck to get the thing to update and work 

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If that hasn't worked its possible for some reason its not getting a decent internet connection. Do you have it setup via Wifi? If so you may be best off trying to connect it via an ethernet cable instead and see if the software update progresses. 

[Fothergill1]

Hi @CambridgeRM and welcome to the forum.  Sorry to hear your first experience of Sky has resulted in an issue. 

I'm not sure exactly what you have already tried but have a look at this LINK in case there is something you haven't tried.

Undertaking the recovery process should also prompt the puck to update.  Procedure below but if this doesn't help post back here and your original post can be escalated to the Community Messaging team for an online chat.

1. On your Sky remote, press 4 and 6 together for three seconds. This will reset your remote.
2. Switch off the Sky Stream puck at the mains plug socket. There's no need to unplug it.
3. Press and hold the Standby button on the bottom of the Sky Stream puck. 
4. Keeping your finger on the button (underneath the puck), switch the power back on at the mains and wait until you see the LED lights flash amber then green,  then remove your finger.
5. Let the Sky Stream puck complete the recovery process. This can take a while up to 15 minutes, depending on your broadband speed.
6. Switch the Sky Stream puck back on and follow the on screen steps to set it up

Good luck 🤞