Sky puck stuck on checking your status

[Owenm1]

I've had no sky tv on my main tv since Friday the puck is stuck on sky stream set up checking your status . Helpline had me on for 45 minutes reboot etc and sent new puck which arrived today and that had the same issue . The second puck in my kitchen is okay . Helpline today advised they are aware of the issue but It was resolved yesterday I am still not up and running and now on day 4 with the same error no one seems to want to help 

[Stephen+Mourton]

@Owenm1   Is your router in the room with your first puck or in the room with your second puck?

[Owenm1]

It's in the room with the first puck 

[Stephen+Mourton]

@Owenm1   Ok.  Can you make sure your router has a direct line of sight to your puck with no objects/furniture in the way and it is not near a window or mirror, and that no objects are next to both the router and the puck.  Not ideal I know but if you can do that even temporarily and see if that sorts the problem? 

[Owenm1]

Still not worked still stuck in sky stream set up checking your status 

[MarkGoldsmith]

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@Owenm1 wrote:

Still not worked still stuck in sky stream set up checking your status 

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Try connecting it to the router via an Ethernet cable and then reboot the puck and see if that helps it get past this stage.

[Fothergill1]

Hi @Owenm1  Have a look at the following link to a Sky help article for this exact issue. 

https://www.sky.com/help/articles/setting-up-sky-glass-checking-your-status? 

Good luck 🤞

[Owenm1]

Tried this multiple times still not fixed 

[lettice]

Reboot your broadband router.

Leave the puck off power for ten minutes or more, then go through this process;

Hold  down the Standby button on your puck for 30 seconds or longer, only then turn it back on at the mains while still holding the button.

Leave the puck powered on and connected to Ethernet for one hour or longer.

Press the Standby button on your Sky Stream remote.

Turn the puck off at the mains, then straight back on again.

[Dwhight]

Sick of this. 3 of my 4 pucks now dont work. Same issue. Broadband fine, wifi fine, tried with ethernet cable, still get the software error after checking status message. Tried leaving powered off for a period of time (although this is quite frankly a **bleep** task). This happened to my 1st puck and then has moved on to my 2nd and 3rd. I'm waiting for my 4th puck to go wrong. 3 weeks and no fix. Sky engineer raised an internal case as he said thats a known issue that needs fixing, never heard back. Sky customer service just want me to re-run the software update again which is infuriating the hell out of me. When are you going to fix this Sky? Are you going to credit my account for no Sky TV for weeks?

[ChrisBarnes1981]

Did you get this resolved?  Ive just got a new replacement puck, gets stuck on either checking your status or updating, then fails.

Im at the stage where im ready to cancel entirely! 

[Fothergill1]

Hi @ChrisBarnes1981  Have you followed the link provided in post 7 above relating to issues with checking your Status?

Also, the following is a link with a help page that might help you:

https://www.sky.com/help/articles/setting-up-sky-glass-updating-software 

[Dwhight]

Check my other post with the fix. Basically use your mobile tether to do the setup, then when that works, switch back to WiFi in network settings.

https://helpforum.sky.com/t5/Sky-Stream/Puck-stuck-in-checking-status-loop-Solution/m-p/5049716#M558...