Sky glass puck not working

[JeriT76]

So the sky glass puck we have in another room, menu comes up, choose the channel then the sound goes off, and screen is blank? Anyone know of the remedy to this? Thanks in advance

[Angel_Aka]

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@JeriT76 wrote:
So the sky glass puck we have in another room, menu comes up, choose the channel then the sound goes off, and screen is blank? Anyone know of the remedy to this? Thanks in advance

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Stream pucks need their own connection to your broadband network - they are not connected to your Glass TV. 

Have you checked that the puck is receiving sufficient speed? To do this, run a network check from the 'get help' menu on the puck's Netflix app. 

You need a stable speed of at least 25Mbps to maintain service, but preferably a lot more. 

Also check the HDMI cable is firmly connected to both the puck and the TV it is attached to. Are you using the cable that came with the puck? 

[GD1]

@JeriT76  For clarity Sky Glass are the TV sets, you hve a Stream Puck, your post has been moved to the correct board for Sky Stream.

[lettice]

@JeriT76 

You have not mentioned what you have tried so far.

Some  pointers for you to try.

What you are describing is often around some local network or interference issues.

Best way to test is via a network speed test on each of your Pucks.
Launch Netflix on your pucks (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, over say a half hour period during tests.
What is your speed for your puck?

Also, it may be suffering from interference, 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.
If you can do so have the puck 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.

Plus, change your puck to the following recommended options set in Settings>
Set Network standby mode to ON and turn wifi OFF under Network if connected via ethernet.