Stream Puck software error

[Laurah8484]

My downstairs Puck stopped working so reset it. Now it won't connect stating software error. It's been hard reset loads, sky sent a new Puck same issue. 

Checked my Internet but that's fine as other Puck working fine and in that same area, also tried ethernet, all to no avail.

Is this a common issue as sky support seem stumped and I'm not willing to accept this service just 2 months in to my contract

[GD1]

@Laurah8484  Are you able to connect an ethernet cable to the puck from the router?  This may allow it to update.

[lettice]

When you say reset, what exactly do you mean? 

If you mean the settings restart here;

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.

It is not advised to do a factory reset in settings, unless Sky themselves have asked you and should only be done on Skys advice or when you are on a chat or call with Sky.

It can sometimes cause ongoing account issues after doing it, that only Sky can fix.

Try the recovery procedure as laid out in step 4 here;

https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

If that does not resolve your issue, come back here and we can escape to the Sky community online messaging team to work through a resolution with you.

[Laurah8484]

Restarted it via the settings as voice stopped working. Since the sky support have had me hard reset as in hold down the button underneath and power cycle. It downloads the updates says connected but the says checking status and then software error 

[Laurah8484]

I've tried WiFi, hot-spot and ethernet. The other Puck works fine in the same location, defo not my Internet. 

It even says it's downloaded software, then at checking status screen returns a software error and QR code. 

[lettice]

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

[Lisa-P1987]

Thanks for escalating this. We’ve sent Laurah8484 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[TB18]

The exact same thing has happened to me also. And I've had no TV for 3 days now.

Please help

[TB18]

I'm stuck on the software error and QR code page. No tv for 3 days. Please help

[lettice]

---

@TB18 wrote:

The exact same thing has happened to me also. And I've had no TV for 3 days now.

Please help

---

Can you try the recovery procedure as laid out in step 4 here;

https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

If that does not resolve your issue, come back here and we can escalate to the Sky community online messaging team to work through a resolution with you.

[TB18]

Yes thanks. I've done that numerous times. It just ends up with being stuck on the 'Software error' page with the QR code

[Tom-W19]

Thanks for escalating. We've sent an invite to @TB18.

[TB18]

@Laurah8484 Did they manage to fix your puck?

[CherylM88]

I have the same issue and just had a replacement puck which is stuck on the software update page. Day 2 of no tv now. Sky really need to get a handle on this as they can't keep sending out new pucks if they don't work either 

[Laurah8484]

I've tried to respond but the private message errors 

Correct the highlighted errors and try again.

None of the users have PM enabled. Message will not be sent.