Sky Stream randomly drops signal

[Syadmin99]

I purchased a Sky Stream Puck in December 2024.  It is connected to an LG tv OLED55G26LA. When in use it randomly black screens for around 2 seconds. I have deduced it must be dropping the signal as the HDR and Atmos logos appear top right of the screen when the display resumes. Sometimes rebooting the Puck fixes it for a while but it is really annoying.  I have tried resetting all the hardware and various suggestions from previous forum posts but the problem persists. My Internet connection is good and stable. I have had a Sky Glass TV since its inception and it works flawlessly. Any help would be appreciated.

[Anonymous]

Hi @Syadmin99

Are you using the HDMI cable that came with Sky Stream? If not, please try that or another. 

Also, can you try another HDMI port and see if it continues happening?

[Syadmin99]

I am not using the Cable that came with the Sky puck, it's too short but have tried other cables and TV ports without any change

[BenJoBanjo]

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@Syadmin99 wrote:

I am not using the Cable that came with the Sky puck, it's too short but have tried other cables and TV ports without any change

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How long is the cable you are using and is it high speed?

[Anonymous]

Thanks @Syadmin99.

Just so I understand it, am I right with the below?

When you go to watch some content, the picture stops for a moment and then comes back and it says HDR and Atmos in the corner, and after that point it continues to work properly?

Or is it more that it continuously breaks up interrupting programming?

[Syadmin99]

Yes the picture and sound are interupted briefly then the display and sound resume and all is ok for a random amout of time before it occures again. The other evening it was happening every 10-15 mins so I restarted the puck and it was ok after until I finished viewing.

[Anonymous]

Okay thanks for the clarification.

Does the puck feel hot to touch when this happens? I wonder if it's overheating. Is it in a well ventilated space?

[Syadmin99]

 I must admit I have not checked the temp of the puck during operation, I will do that when I next use.  It is in an open environment and well ventilated.

[Anonymous]

Thanks @Syadmin99. 

While you investigate the heat it gives off, could you please test the box on another TV or HDMI monitor (not a Glass TV)? If you don't have another device you can use, no problem - but if you do this would be a handy test.

If the same problem happens on different devices, then it's most likely that the box is at fault but if it works properly on other displays then it's probably an issue between the TV and the puck or a TV setting.

[Syadmin99]

Started viewing using the puck last evening approx 15 minutes in black screen. I checked the physical device and it was very warm not hot. Is this normal ?

[Anonymous]

It can get warm yeah.

I suspect your puck is faulty and needs replacing but the good news is that you lease the Puck so will be replaced for free unless you started Sky Stream when it first came out. 

You can use the Sky Help portal to contact Sky and ask for one. If you want to speak to somebody, you can click "Need more help?" at the bottom, and within that content you will see a phone number (we can't post phone numbers in this community).

Or maybe a super user could escalate this for you and you can be contacted by a staff member here directly.