Sky Stream keeps crashing

[Pie1]

Just got a new sky stream kick for my father in law for his nursing home - set up all appeaeeed fine and then the box turned off and keeps freezing/screen goes black.

Have bought a mobile WiFi setup for him in case it's the homes WiFi but after that not really sure where to go? Puck is brand new.

[Jporch316]

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@Pie1 wrote:

Just got a new sky stream kick for my father in law for his nursing home - set up all appeaeeed fine and then the box turned off and keeps freezing/screen goes black.

Have bought a mobile WiFi setup for him in case it's the homes WiFi but after that not really sure where to go? Puck is brand new.

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@Pie1 

Can you carry out a network test ? This can be done on the Netflix app on the stream puck by going to get help 

can you report back the speed .... you will need at least 25mb to 30mb 

[Pie1]

Network is over 50 all the time - we get it connected, channel is on and then box switches off...

have tried a second sky power cable and it does the same thing

[Super+Anthony]

There has been an update from Sky to fix this issue for some who are suffering. I would recommend contacting Sky to say you have this issue and an sure they will help @Pie1

Which firmware are you on?

[lettice]

Is that 50Mbps what shows when you run the Netflix test on the Sky Puck?

If so, your puck should be able to mostly cope with streaming live TV. It is  the live TV that needs the higher stability that Sky recommends.

Would say yours on the lower limit that we have found for customers that have connecting troubles.

Can you be a bit more presise on what up you mean by crashing. Is your Sky Stream actually turning off or are you you seeing a Please Wait message on screen (then can go black) that mostly pertains to it intermittently losing its wifi signal.

This can happen on lower end, poorly setup or busy at times environments, that have similar speeds to yourself or even from those that have a much higher speed to their house.

Is there anyway at all you can connect to an ethernet cable, just to get some some stability.

Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

It may also be suffering from interference,, the puck much like a Sky Q box can for some customers suffers from this at times. 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.
Best not to sit it on a glass shelf. Wood is generally the best.
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.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

More information like the above on the Sky FAQ help pages link here; https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

[Pie1]

I've done all of the above - the box just keeps switching off - the broadband is much higher today - in fact before the puck crashes it shows as excellent connection. The issue is definitely with the box - everything on the smart tv works perfectly. Am going to need to get a replacement box

[lettice]

Ok, in that case sounds like could be a power or similar issue with your puck.

Will pass to the Sky community messaging team, who will take you though some tests and then may send a replacement if necessary.

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

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

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Gaddolf]

Just received mine today and I’m experiencing exactly the same issues. The box crashes within 2 minutes of use, making it completely unusable. I called Sky and was told it was likely a problem with my broadband—but after reading other reviews, this seems like a standard excuse. Clearly, this is a widespread fault. Sky should recall the product and offer customers a version that actually works.

[GD1]

@Gaddolf There are many many many more customers who don't encounter these issues, but you don't read about these as forums tend to only attract users with issues, the Pucks are not faulty, a large percentage of these issues is down to poor broadband speeds or poor WiFi.

On the puck open the Netflix app, go to get help, run connection test.  What speeds are being reported?

[lettice]

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@Gaddolf wrote:

Just received mine today and I’m experiencing exactly the same issues. The box crashes within 2 minutes of use, making it completely unusable. I called Sky and was told it was likely a problem with my broadband—but after reading other reviews, this seems like a standard excuse. Clearly, this is a widespread fault. Sky should recall the product and offer customers a version that actually works.

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Can you be a bit more presise on what you mean by crashing.
Is your Sky Stream actually turning off or are you you seeing a Please Wait message on screen (then can go black) that mostly pertains to it intermittently losing its wifi signal.

As mentioned above, can you run a speed test on the 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.
What is your speed for each puck?

Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

It may also be suffering from interference,, the puck much like a Sky Q box can for some customers suffer from this at times. 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.
Best not to sit it on a glass shelf. Wood is generally the best.
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.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

More information like the above on the Sky FAQ help pages link here; https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

[kirstyn-x]

I'm having the same issue, did anyone get a resolution?

[Gaddolf]

My box was faulty. They sent out a replacement and the new one works fine.