Hi @Jack__ and welcome to the forum. Seeing as you can't force an update I am assuming you are having the problem during initial setup which is a known problem.
The usual advice is to connect to Ethernet if you cn whilst you do the setup. You can return to WiFi after setup.
This link might also be helpful. https://www.sky.com/help/articles/setting-up-sky-glass-updating-software
You can also try unplugging the puck for a few minutes and then plugging it back in and allowing it to reboot.
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