Sky stream puck issues

[Rzv]

Hi . 
I've just received my puck stream and I doesn't work (it should be straightforward, plug and follow the instructions ) . 
On this device shows the message "software error ".
I have followed the instructions to reset the puck and the remote , the puck is flashing different light colors and its updating its software. Now how it's updating its software if is isn't connected to the internet?  Then it's shows the message if the update doesn't work please contact team support. I texted to contact team support but are available from Thursday to Saturday.

It's a faulty device or can be fixed ? 

[Dazzasky · Accepted solution]

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@Rzv wrote:

Hi . 
I've just received my puck stream and I doesn't work (it should be straightforward, plug and follow the instructions ) . 
On this device shows the message "software error ".
I have followed the instructions to reset the puck and the remote , the puck is flashing different light colors and its updating its software. Now how it's updating its software if is isn't connected to the internet?  Then it's shows the message if the update doesn't work please contact team support. I texted to contact team support but are available from Thursday to Saturday.

It's a faulty device or can be fixed ? 

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Try following these instructions to see if it fixes the problem @Rzv 

[Rzv]

All sorted , I've called customer service

(took 90 min , 50 min waiting for someone to answer ) 

Had to connect the puck straight to Ethernet cable and let it update its software, then I had to unplug it twice because didn't want to connect to WiFi and shown error messages , but at the end sorted