Sky Glass Troubleshooting & Problem Directory
When your television stops working, you need direct, safe answers without repetitive off-and-on routines. This independent troubleshooting directory diagnoses real faults experienced by UK owners across Sky Glass Gen 1, Gen 2, Air, and Sky Stream pucks. Select your symptom below or use our interactive fault finder to pinpoint the exact recovery steps.
⚡ Interactive Fault Diagnostic Wizard
Answer two quick questions to isolate your problem and get an immediate solution:
Step 1: Which device are you having trouble with?
Step 2: What is happening right now?
All Troubleshooting Guides by Category
Black screen, won’t turn on or stuck on the logo
The TV has no power, stays on a red standby light, or freezes during bootloader startup.
View startup fixes →
Screen goes black but sound keeps playing (Known Issue)
The picture drops out while dialogue continues; active tracker and incident log template.
Open live fault tracker →
Wi-Fi, buffering and freezing
Streams stutter or drop connection; separate broadband problems from TV hardware faults.
Fix connection & buffering →
Remote and voice problems
Unresponsive keys, lost Bluetooth pairing, volume button stalls, or silent voice search.
Pair & reset remote →
Picture, sound and apps
Lip-sync audio delays, speaker cutouts, or a single app (like Channel 4 or ITVX) freezing.
Resolve app & sync faults →
Setup, PIN and account errors
Stuck on the network prompt, failed activation linking, PIN loops, or updates at 0%.
Fix account & setup loops →
Sky Stream puck troubleshooting
Puck won’t wake from standby, HDMI handshake dropouts, or multi-room connection errors.
Troubleshoot Stream puck →