Sky streaming Puck keeps freezing

[Lisajb]

Have recently recieved the sky streaming puck. It's ok but every now and then it will freeze so I have to disconnect the power to get it going again. Does anyone else have this issue and is there something I can do to stop this happening.

[lettice]

Can you do a network speed test on each of your Pucks.
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, say a few minutes between tests.
What is your speed?

[Lisajb]

Hiya, I have check the speed and couple of times and it's saying average of 126.00 mbps Is this OK. Someone did saying should connect it to the ethernet cable direct from router, would this stop the freezing?

[Lisajb]

I am so sorry, I have just re read my last message and am shocked at all the wording mistakes on there. I really should read my messages before submitting them. I hope you can understand what I was saying.

[lettice]

If that is on wifi, that's great for Sky Stream and should give you a good experience.

No need for you to move over to ethernet.

Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

Also, 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.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

More information like the above on the Sky FAQ help pages link here; https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

[BenJoBanjo]

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@Lisajb wrote:
Hiya, I have check the speed and couple of times and it's saying average of 126.00 mbps Is this OK. Someone did saying should connect it to the ethernet cable direct from router, would this stop the freezing?

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That speed is more than enough for Sky Stream to function. Connecting via ethernet and turning off WiFi can maintain a more stable service for some people so it's worth a go. Service interruptions are often the fault of Sky's servers though. A regular reboot of your puck can re-establish a connection to make things smooth again. 

[lettice]

Plus, rather than removing the power, you can restart your Puck in settings;

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

[Annef4]

I'm not a techie so apologies if this makes no sense but we recently got Sky Stream connected by hdmi to TV and have had no issues. We had BT broadband but today changed over to Sky and strangely it froze the first time we used it after the changeover. As I said the puck is connected by hdmi so presumably the WiFi isn't an issue there, but doesn't the smart TV rely on the WiFi too? Could an inferior broadband signal not be causing the puck a problem that way?

[Lisajb]

Hiya thank you all for your response. I am still having issues, I've tried all sorts but it still freezes, I cant even restart it from the settings half the time, I have to unplug it from the mains. Im at my wits end with it to be honest. 

[Jon34]

Hey,

a few things that you can check/try

• Interference
  • router not on top of speakers or next to them, not next to cordless phones, generally anything that consumes a lot of electric, has a motor or sends a signal - same for the puck
• software version? (mines recent - SKY OS 1.3, build QS037.045.01P UI ver 3.33.0)
  • you could try forcing a software update, i dont post the how to as its best to do with customer services
• WiFi/network
  • theres no such thing as a "local broadband connection" or "local broadband network"
  • yes having good equipment and an apropriate amount of base stations is key to having a decent wifi signal and a stable connection
  • using the netflix speedtest isnt going to guarantee that there isnt any issues with your wifi's stability
  • unless you have a lot of devices, you shouldnt have to worry about wifi contention ratios, however your broadband bandwidth could be a limiting factor at peak times if you are on a lower speed and its under heavy usag
• if you do have an ethernet cable you could use temporarily, for a day or two, just to see if the problem still happens when connected to ethernet, if it does then wifi is not the issue

hope that helps, ill check back tomorrow

[Lisajb]

Hiya, 

Thank you for your reply. I have the box sitting on a shelf by itself so it has no interference. It is also connected up by ethernet cable and is still freezing. I will try the forced software update but it is saying it's all up to date. 

Thanks again

Lisa