Sky stream puck keeps freezing

[Cas1994]

I have sky stream and my puck keeps freezing, the only way to rectify it is to unplug it. It used to do it just randomly every so often but now it's been happening 4/5 times a day but it does it more often if I go onto the sky cinema list for some reason? I've tried a lot of solutions - restarting, resetting, updating, Ethernet cable, moving the puck so there's nothing near it to interfere but I think it's just a faulty box. Any help would be great! Thanks!

[lettice]

From your post, notice you have tried a number of the things we normally suggest.

One thing you have not mentioned is your broadband speed, more on how to test that below.
It is possible your puck is getting some kind of interference, even though you have mentioned moving your puck, more also on that below to try.

Having a good local network broadband reach and away from any likely interference is key to running Sky Stream reliably.
It is not just broadband speed to your house and router, but for your local network supply .

Best way to test is via a network speed test on your Sky Stream Puck.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period.
What is your speed for the puck?

As you are aware, it may be suffering from interference, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.

Plus, change your puck to the following recommended settings set in the Puck Settings menu;
Set Network standby mode to ON and Overnight power saving to OFF.

If you do start using ethernet, turn wifi OFF under Network in the Sky Stream Puck settings

[Cas1994]

The speed is 72 

the puck is on a wooden surface by itself so there's literally nothing around it but space

its nowhere near any appliances so there's no interference 

I tried these settings but it's still freezing

ive had sky stream previously and the puck I had then worked no problem so I think the issue is with this puck

[lettice]

Thanks for update.

When it freezes, does it lock up the Puck completely or after a short time, say a minute or so does it allow you to start using and scrolling through the menus?

We do not suggest doing a factory reset, unless you are on a call with Sky, as it can cause some account issues, that only Sky can sort out.

So let's try some other things, even that you have may have done in the past, in the order below.

Your speed via the Netflix speed test you report should be ok.

Could you put the Puck into a standby state, not powered off. 

Reboot your broadband router.

Once the router is back up, press the Home button on the Puck remote, not the power button.

Play out a live channel like Sky News for five minutes.

After the five minutes go to settings and do a settings restart.

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.

Once the puck is back up, play a live channel as above for five minutes again.

After the five minutes, put the puck into a standby state for a few minutes.

press home and use use the puck normally now.

Keep a record of how it's performing over a few hours, whilst doing your normal viewing habits with live TV, playing On demand or using apps.
Keep a note of the freezes and whether those freezes rectify themselves after a few minutes, just try hitting the Home button or scroll down the menus occasionally during the few minutes to see if it responds.

Or if not and it needs a power restart to continue.

[Steveyh]

I have exactly the same issue which just started a couple of weeks ago. Everything else in the house connected to the Wi-Fi is fine, broadband is super fast and the router is very close to the Sky device. Tried power cycling, power resets and moving things away from it but no success. If someone is also trying to suggest the issue is electromagnetic or RF interference then the product needs to be recalled as there are minimum national and international standards for this. 

[Cas1994]

Mine is still doing it, I talked to sky and they told me it must be my internet and not their product. Its even connected through Ethernet direct to the router but it doesn't change anything. It's totally the puck though, literally everything else in the house works fine with the internet. Won't be renewing next year that's for sure 🫣

[Andrew458]

I'm having the same problem, particularly when watching iPlayer or Netflix. Tried all the fixes and nothing works.

My puck is 6 years old now. Could it be that it needs replacing?

[lettice]

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@Andrew458 wrote:

I'm having the same problem, particularly when watching iPlayer or Netflix. Tried all the fixes and nothing works.

My puck is 6 years old now. Could it be that it needs replacing?

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Sky Glass launched in October 2021 along with Sky Stream pucks that were only offered at that time along with a Sky Glass TV.

So, if you had a puck from that launch, it would be 4 years and 6 months old.

For us on here to help or guide you further.

What exactly is your problem with the puck. Any errors from the  apps you mention. Are you having issues with viewing linear live TV also. You say you have tried all the fixes, what have you tried?

If it's a more recent issue, any thoughts that may have changed in your local network, if that may be the issue.
Do you connect via ethernet or wifi and what kind of speed to you get from the Netflix test?