Sky puck stuck on update

[Tashy]

Never before did i have issues with sky q. Moved house and recieved the puck. Its stuck on the software needs to update but it refuses to do anything even after following all instructions..

[lettice]

You have not said what you have tried.

Assuming you have done a Puck settings restart, if not;

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

If you have not done so, try the recovery procedure on step 4 here;

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

As you mention software, you can also try this;

Via Ethernet

Make sure your router is switched on for the whole of the update process.

1. Connect your puck to the router through Ethernet and make sure it's plugged in at the mains.
2. Turn your Sky Stream puck off at the mains.
3. Hold down the Standby button on your puck for at least 30 seconds, then turn it back on at the mains while still holding the button.
4. Leave the puck powered on and connected to Ethernet for one hour.
5. Press the Standby button on your Sky Stream remote.
6. Turn the puck off at the mains, then back on again.

Via wifi

1. Turn your puck off at the mains.
2. Hold down the Standby button on your puck for at least 30 seconds, then turn your puck back on at the mains while still holding the button.
3. Leave the puck powered on for one hour.
4. Press the Standby button on your Sky Stream remote.
5. Turn the puck off at the mains, then back on again.

Note:

Please do not try a factory reset, as It's only recommended to do that when Sky have requested you to do so and when on chat or a call with them. Doing that, can cause some account issues, that only Sky can resolve.

If the above procedures do not work.

Afraid you are going to have to call Sky and get them to look into your issue.

Would suggest mentioning on the call all that you have tried.