Sky stream puck crashes… only when I try to watch sky content

[Hw27]

I got a Sky Stream puck four months ago but every time I try to browse or watch any Sky shows, movies or channels it crashes and take 20+ minutes to reboot and start working. It works fine watching Netflix/Disney/iPlayer etc. but the moment I try to watch something on Sky it crashes. Any suggestions?

[Stephen+Mourton]

@Hw27   Well the first thing is to reset your puck. Go to Settings and then System management and chose Restart, it will take a few minutes.   It is curious it only happens on Sky and not apps, but just to be sure, go back into Settings and System management and then do an app refresh, it all helps clear the system.  Let us know if that doesn't work.

[lettice]

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@Stephen+Mourton wrote:

@Hw27   Well the first thing is to reset your puck. Go to Settings and then System management and chose Restart, it will take a few minutes.   It is curious it only happens on Sky and not apps, but just to be sure, go back into Settings and System management and then do an app refresh, it all helps clear the system.  Let us know if that doesn't work.

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That is not a reset ( see below), its a restart, doing a forced power reboot, a cache cleanup and a server connection recheck.

Doing an app refresh, will not do anything for a Sky live channel issue problem, so no point doing it and waiting 24 hours for that to complete.

 A reset. is when doing the recovery procedure, when the Sky Stream puck is in a standby stuck state or doing a factory reset.

A factory reset should only be done, when Sky have advised or when you are on a call with Sky.

But agree, doing a settings restart often clears these types of issues.

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

[lettice]

If after doing the restart and your still having crashing issues, let us know and we can escalate to the Sky online community messaging team.

Regular crashing may need Sky asking you to do a factory reset while you on the chat talking with them or replacing your puck.

[Stephen+Mourton]

@lettice   Thanks for th clarification.  I did indicate that doing an App refresh was unlikely but thought it would do any harm but I though that only took a few minutes but you said 24 hours, is that because it continues to run in the background for 24 hours, or have I misunderstood?  Cheers.

[lettice]

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@Stephen+Mourton wrote:

@lettice   Thanks for th clarification.  I did indicate that doing an App refresh was unlikely but thought it would do any harm but I though that only took a few minutes but you said 24 hours, is that because it continues to run in the background for 24 hours, or have I misunderstood?  Cheers.

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An app refresh does run in the background and can take up to 24 hours.

Probably normally it may complete in a few, but it does remove cache and can do some small update tweak checking, so depends I expect on what it finds and busy times.

[Hw27]

Hi all, thanks for all the advice - at first the reset seemed to work but it doesn't last very long and I have to keep doing it. I can now just about manage to browse to the show I want but the whole thing shuts down part way through (often just after I've watched 5 minutes of adverts and the recap, I'm not sure I'll ever finish the final season of succession 😢). Is there a way to get Sky to help? When I go through the app I can't get any help because it's not one of the problems listed.

[lettice]

Think you have tried all we can recommend here.

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

[Mr+Flibbles+86]

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

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