As convenient as Sky Glass and Sky Stream are, sometimes things go wrong. Your TV may not turn on or load certain channels/streaming services. In fact, at the time of writing, these issues appear to be affecting users across the UK: my own Sky Glass wouldn’t turn on earlier this week.
If this happens to you, there are steps you can take to get your services up and running again. Note that this article is only about Sky Glass and Sky Stream, and we will write a separate guide for Sky Q users.
Check if there is an active Sky issue
The first thing to do is determine if this is a problem with your hardware or if it is a broader problem. You can do this by visiting Sky’s service page, which should tell you if engineers are working to fix anything.
If something is a big problem, Sky can publish it themselves Help social networks. If you can’t find this, try going to the Sky forums, Twitter and Reddit to see if anyone else is experiencing the same things as you.
Try Sky Recovery Process
Resetting your device is slightly different depending on what you have. Here are the steps to follow:
How to reset Sky Glass
- Turn off your Sky Glass from the mains (you do not need to unplug it)
- Press and hold the Sleep button on the right side of the TV (below the Mute button) for at least 60 seconds – shown below
Hannah Cowton-Barnes / Foundry
Hannah Cowton-Barnes / Foundry
Hannah Cowton-Barnes / Foundry
- Keep your finger on the button while you turn the TV back on to the mains
- Wait for the LED lights in the middle of your TV to flash – shown below
Hannah Cowton-Barnes / Foundry
Hannah Cowton-Barnes / Foundry
Hannah Cowton-Barnes / Foundry
- Wait 15 minutes for your Sky Glass to complete the recovery process
- Turn the TV back on
- Follow the steps to configure your TV. You will need to log in to your Sky account on your smartphone and choose your preferences for your display.
- Once you are set up, you will need to unsubscribe from all streaming apps such as Netflix etc.
- You will also need to revert your picture and audio settings to the ones you had
- Playlists must be saved
I want to note that I didn’t hold the standby button for 60 seconds while the TV was off – this step appears to have been added by Sky since my last test. However, the recovery process has always worked successfully for me.
How to reset Sky Stream
- Turn off your Sky Stream from the mains (you do not need to unplug it)
- Press and hold the Sleep button on the bottom of your washer for at least 60 seconds – shown below
Chris Martin / Foundry
Chris Martin / Foundry
Chris Martin / Foundry
- Keep your finger on the button while you turn the TV back on to the mains
- Wait for the LED lights on the top of your puck to flash different colors.
- Wait 15 minutes for your Sky Stream to complete the recovery process
- Turn your TV back on to access Sky Stream
- Follow the steps to configure your Stream. You will need to log into your Sky account on your smartphone and choose your preferences for your puck.
- Once you are set up, you will need to unsubscribe from all streaming apps such as Netflix etc.
- You will also need to revert your picture and audio settings to the ones you had
- Playlists must be saved
Cord Busters also reported other issues with the recovery process, including difficulty reconnecting the remote and problems linking the Sky account to the TV/puck.
What should I do if the recovery process does not work for Sky Glass/Sky Stream?
If this doesn’t work, Sky recommends checking its help pages for more specific information. If you’ve exhausted all of this information, the best thing to do is call Sky directly on 03337593505 – but be aware that if you’re not with Sky Talk or Sky Mobile, charges may apply.
There’s also a virtual assistant on Sky’s webpage, but it’s not with a human – calling may be the best option. If we receive further updates from Sky on how to fix common issues, we will update this tutorial.
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