Is heaven below? How to repair your Sky Glass or Sky Stream

As useful as Sky Glass and Sky Stream are, sometimes things go wrong. Your TV may not be able to enable or load certain channels/streaming services. At the time of writing this, 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 a few things you can do to get your services up and running again. Please note that this article is for Sky Glass and Sky Stream only and we will write a separate guide for Sky Q users.

Check if there is an active Sky problem

The first thing you need 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 pagewhich should tell you if engineers are working on fixing something.

If something is a big problem, Sky can post messages itself Help social channels. If you can’t find that, go to Sky’s forumsTwitter and Reddit to see if anyone else is experiencing the same things you are.

Try the Sky recovery process

Resetting your device is slightly different depending on what you have. Here are the steps you need to take:

How to reset Sky Glass

• Switch off your Sky Glass via the mains socket (no need to unplug it)
• Press and hold the Standby button on the right side of the TV (below the Mute button) for at least 60 seconds – pictured 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
• Wait until you see the LED lights flashing in the center of your TV – pictured below

Hannah Cowton-Barnes / Foundry

Hannah Cowton-Barnes / Foundry

Hannah Cowton-Barnes / Foundry

• Please allow 15 minutes for your Sky Glass to complete the recovery process
• Turn the television back on
• Follow the steps to set up your TV. You’ll need to log into your Sky account on your smartphone and choose your display preferences
• Once you have everything set up, you will need to log into streaming apps like Netflix etc
• You should also reset your picture and audio settings to their original settings
• Playlists need to be saved

I would like to note that I did not press the standby button for 60 seconds while the TV was off. This step appears to have been completed added by Sky since I last tested. However, the recovery process still worked successfully for me.

How to reset Sky Stream

• Switch off your Sky Stream via the wall socket (no need to unplug it)
• Press and hold the Standby button on the bottom of your puck for at least 60 seconds (see image below).

Chris Martin / Foundry

Chris Martin / Foundry

Chris Martin / Foundry

• Keep your finger on the button while you turn the TV back on
• Wait until you see the LED lights on the top of your puck flashing 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 set up your stream. You will need to log into your Sky account on your smartphone and choose your puck and preferences
• Once you have everything set up, you will need to log into streaming apps like Netflix etc
• You should also reset your picture and audio settings to their original settings
• Playlists need to be saved

Cord Busters also reported other issues with the restore process, including problems reconnecting the remote and problems linking the Sky account to the TV/Puck.

What should I do if the recovery process doesn’t work for Sky Glass/Sky Stream?

If this doesn’t work, Sky recommends that you consult the help pages something more specific. If you no longer have that, it is best to call Sky directly on 03337593505. However, please note that you may be charged if you are not with Sky Talk or Sky Mobile.

There’s also a virtual assistant on Sky’s web page, but it’s not with a human – calling may be the best option. If we receive any more updates from Sky on how to fix common issues, we will update this tutorial.