Sky puck not working

[Gaz_86]

HI everyone. We have had our sky streaming puck a couple of months now, and last night it has stopped working. When the puck is on all we have is a black screen. No error message or anything shows. I have tried to reset it and also reset the sky hub but again it just shows a black screen. Has anyone else experienced this? Any help would be very much appreciated.

[MarkGoldsmith]

When you reboot the puck, do you see the Sky logo briefly appear on the screen?

[Gaz_86]

No it's just a blank screen again. The pucks lights flash red and white for a few seconds then nothing else.

[lettice]

Have you tried the recovery procedure?

Step 4 in this Sky help article;

https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

[Gaz_86]

Yes I've followed all the recovery procedures and no success. Just a blank black screen.

[lettice]

@Gaz_86 

To get you some further help and possibly a replacement if needed.

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

[Gaz_86]

Thank you. I will keep an eye out

[Greenfingers001]

Thanks for escalating this. We’ve sent @Gaz_86  an invite to chat.

[m.innes]

Hi, I too have this problem only solved by pulling the power input plug and replacing it to sort of reboot the puk. I must admit I miss the old dish box which was far more robust and with a old school record facility. 
I really am considering looking elsewhere as the format and use is also clunky and nowhere near a slick as the old system. I'm afraid it's the old reboot once a week to solve this.

[lettice]

---

@m.innes wrote:

Hi, I too have this problem only solved by pulling the power input plug and replacing it to sort of reboot the puk. I must admit I miss the old dish box which was far more robust and with a old school record facility. 
I really am considering looking elsewhere as the format and use is also clunky and nowhere near a slick as the old system. I'm afraid it's the old reboot once a week to solve this.

---

Rather than doing a physical power reboot, do a setting restart;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

Proabaly good practice anyway to do the settings restart once a week.

The Sky Stream/Glass will hold onto in its many connections a fair bit of cache that can build up.
Like a phone/tablet and other similar type devices, it's always seen as good practice to give them a restart every so often.

[Fothergill1]

@lettice I couldn't agree more.  Since I joined the streaming platform a little over 3 years ago I have always regularly rebooted/restarted my Glass/puck.

I am lucky that I have fast and stable BB but I believe the regular restart helps keep my issues to a minimum. I'm not suggesting I never get issues but TBH I can't remember when another reboot didn't resolve it.