Sky Stream Puck Black Screen

[MaxWilkesUK]

Just received my new Sky Stream puck! Plugged it into my LG C4 TV and it keeps changing from asking me to enter WiFi password screen to a black screen to the password screen to a black screen etc etc every 2 seconds or so. I've tried turning it off and on, resetting it, as well as turning the TV off and on. What's causing this?

[MaxWilkesUK]

EDIT: Now it's displaying "No Signal" constantly (using the Sky supplied HDMI cable). I've tried different ports. Same issue!

Tried my HDMI cable from my Xbox Series X which I know for a fact works! And tried it in the same port I use the Series X on! But it's still flashing on and off all the time and then it will go "No Signal".

[MaxWilkesUK]

Here is a video of what it's doing...(fresh after another attempt at resetting the device by holding the power button till it flashes three different colours). After this it's "No Signal".

[Dazzasky]

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@MaxWilkesUK wrote:

Here is a video of what it's doing...(fresh after another attempt at resetting the device by holding the power button till it flashes three different colours). After this it's "No Signal".

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Hi @MaxWilkesUK Check your tv picture settings and turn off the uhd colour option and then try and set up the puck. Once it is set up then you can switch the uhd setting back on your tv and also on the puck. Hopefully that will fix it. 

[MaxWilkesUK]

HDMI Deep colour? Just tried turning that off and resetting the puck again but can confirm it's still doing the same thing!

[Dazzasky]

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@MaxWilkesUK wrote:

HDMI Deep colour? Just tried turning that off and resetting the puck again but can confirm it's still doing the same thing!

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Very strange, it sounds like a hdmi cable fault but if you've tried a different one then it's not that. Have you another tv that you can try setting up the puck with to see if the same happens?

[MaxWilkesUK]

No I don't. Only got the one TV (LG C4 OLED). Was expensive enough! Mostly use it with Xbox though.

[Dazzasky]

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@MaxWilkesUK wrote:

No I don't. Only got the one TV (LG C4 OLED). Was expensive enough! Mostly use it with Xbox though.

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One way to maybe try and fix the issue is to factory reset the tv @MaxWilkesUK but there is no guarantee that it will resolve it. 

[MaxWilkesUK]

To be honest I'm not going to do that it took me hours to configure all the colour/HDR settings etc for Xbox and set it up how I want it. Since I have no issues with my Xbox and, for the purposes of troubleshooting alone, have also tried the sky puck with the HDMI cable from the Xbox series X in the same port I use the Xbox on I think it's safe to conclude that it's the puck that's faulty not the TV. I don't mind resetting the puck but the TV is a no go due to the amount of effort I put into setting it up and the fact other stuff works on it.

[Jporch316]

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@MaxWilkesUK wrote:

To be honest I'm not going to do that it took me hours to configure all the colour/HDR settings etc for Xbox and set it up how I want it. Since I have no issues with my Xbox and, for the purposes of troubleshooting alone, have also tried the sky puck with the HDMI cable from the Xbox series X in the same port I use the Xbox on I think it's safe to conclude that it's the puck that's faulty not the TV. I don't mind resetting the puck but the TV is a no go due to the amount of effort I put into setting it up and the fact other stuff works on it.

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@MaxWilkesUK 

Do you want me to escalate your post to the online sky community support team?

[MaxWilkesUK]

Yes please!

[Jporch316]

@MaxWilkesUK 

I have escalated your post to the online sky community team ..... please lookout for an invitation to chat with them on here 

see below link for details on how the escalation process works 

Sky escalations

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Tom-W19]

Thanks for escalating. We've sent an invite to @MaxWilkesUK.

[MaxWilkesUK · Accepted solution]

Can confirm sky replaced the puck and the new one is working fine so was definitely a faulty puck.