Sky Stream Puck keeps turning itself off

[MySkyNightmare]

Hi

My Sky Stream puck in the bedroom, keeps turning itself off after about ten minutes. Usually if I'm watching any Sky Channel. Like Sky Crime, Etc...

If I dont move the remote it goes off. Sometimes if i go to get something in the kitchen. I come back and yet again...its off!!!!!!

I've rebooted my router, obviously turned it on and off.

Ive checjed all the stand by, time settings, nothing ... It continues to do it.....

Will getting a new puck fix it?

Any help appreciated. I cant face 40 minutes on the phone again with Sky. Being told it's my internet connection, when I know it isnt. Thats Sky Superfast anyway!!!!

[MarkGoldsmith]

@MySkyNightmare so it turns itself off whilst you are watching something as opposed to have something on pause?

Does the device keep going into standby mode then, or does it go back to the home screen?

You could try a reboot of the stream puck by unplugging it for 30 seconds and see if that helps.

[MySkyNightmare]

Hi

Yes it turns off. Literally every ten minutes unless i make the remote light up, ie move it or press volume, etc

Only while watching Sky channels. Not while in an app like Netflix, BBC Iplayer, Appletv+ ....only when streaming sky channels or from tv guide. Like the news for instance.

It is very frustrating. Ive turned it off and all that. Rebooted with Sky on the phone, where the puck flashes all colours.

I think my only option is to get them to replace the puck. The puck in my living room doesnt do it! When I put this Puck in the living room and swap, it does it in the living room...🤦

Does anyone else have this issue? Surely its not just me! Im not imagining this. Its been ongoing now for the month I've had it and I just had enough today!!

No choice but to call them in the morning, when I'm less frustrated with Sky Stream!

I will reboot it like you say though once more tonight. 

[MarkGoldsmith]

Yeah in that case i would certainly agree that a replacement puck is exactly what you need.

[Nigelb1972]

Go in to the settings and change the power management mode as the default mode is pretty aggressive and will go into standby quite quickly if it thinks you're not watching.

[MySkyNightmare]

Hi

I dont see an option for power management mode?

Just System Management showing the Firmware update information.

I've been watching on different apps and , its definitely only happening when I'm streaming Sky Channels and when  I pick a channel on TV guide.

10 minutes max & usually before the first set of ads. Its fine if I'm sat there with the remote...moving it 🤦 but say I use my phone and look down too long, look up and yep... it's gone off again. Time to re-find what I was watching...while swearing!!!

Nothing is working. I appreciate your time & help though !!!!

[Carl27]

Sky Puck turns its self of before I can do anything 

[Ste4444]

Sick of mine switching off for no  reason too had someone came out checked my Internet it wasn't that its peeing me right off 

[Dazzasky]

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@Ste4444 wrote:

Sick of mine switching off for no  reason too had someone came out checked my Internet it wasn't that its peeing me right off 

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Your internet would have no bearing in regards to the Puck switching itself off. 

[Lyn58]

Where is the power management mode? Its not in my settings

[MarkGoldsmith]

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@Lyn58 wrote:

Where is the power management mode? Its not in my settings

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You can't stop the puck turning off as what's been implemented has been done to comply with  EU and UK regulations.

if the puck is left idle (on the Home Screen or paused) after 10 minutes a message appears on the screen asking you to pick up the remote or it will turn off in 60 seconds

If you are actively watching TV and just leave it on a channel for background noise then after a couple of hours that message will pop up again and you need to pickup the remote to stop it going into standby mode.

[CoopsJC21]

Hi,

Was there any resolution to this? I'm having exact same problem... useless sky puck goes into standby after only 10 minutes, only happens on sky channels.

[Tian82]

I am having the same problem. When watching live tv or "recorded" tv every 10 mins or less I have to shake the remote. 

I have been sent a new puck. - didn't help

I have factory reset it - Didn't help.

Its clearly some kind of software glitch that the puck thinks its idle when in fact it is not.

Come on Sky release a software update 

[Nigelb1972]

@Tian82 it shouldn't do it every 10 minutes if you're watching something. Try changing your power management settings from within the main Settings menu... 

[Tian82]

If only that was the solution.  have been through al that with sky on the phone. Apparently there is advanced options where you can disable the setting on sky glass but Alas not the stream. 

I been monitoring when it does it.

When watching Live TV its fine

When in App its fine

When watching catch up or "pre precorded sky content'" it must think its idle and wants to power down. 

I can't deal with this for 18 months