topic Re: Sky Stream - Remote won’t turn on any of my pucks! in Sky Stream

Sky Stream - Remote won’t turn on any of my pucks!

SleeRoy — Tue, 30 Jan 2024 23:22:39 GMT

Hoping someone can help me out here, not getting anywhere fast!

I begrudgingly moved from Sky Q (1 main box box and 3 mini boxes) after having to replace my main box 4 times in the last year. I'd had zero issues for 6 years, then one problem after another.

Anyway.....Sky Stream arrives, 4 pucks, and I went through the setup and update process for each.
Simple enough.

Or so I thought.

No matter what I do, I cannot get the remotes to turn my pucks on, I'm having to manually press the power button on each of the 4 boxes. Each puck is connected to a different model of TV, so it's not the TV that's the issue.

I have also tried troubleshooting as follows, none of which have resolved the issue:

- Full reset of each puck and all 4 have up to date firmware

- All pucks are logged in to my account

- Repairing each remote (which seems to work but only lasts for a few minutes - once turned off and left for a short period of time, lo and behold the problem re-emerges

- I have tried changing the HDMI cables

- I have toggled the HDMI, standby and internet standby settings in the settings menu

Other things I've noticed - not all of them seem to work with the TV powering on and off

The puck that has an Ethernet connection when powered on shows a 'no WiFi connection' - despite being hardwired and the WiFi setting being off!

Honestly, I'm appalled at how poor the user experience is compared to Sky Q. I am awaiting contact from Sky as they claim that this is the first time that they've heard of this problem, which I find hard to believe.

Really hoping someone from the community has experience and solved this issue, because I'm out of ideas.

Any help would be massively appreciated - thanks in advance.

Sky puck(s) won't wake up with the remote

Keef1969 — Tue, 30 Jan 2024 14:19:16 GMT

Hi all, I just changed from Sky Q to Sky Stream. I have 3 pucks. When they arrived they wouldn't register so I reset them (pressed the button on the bottom of the puck until the light started flashing orange). All was well, software updated, I got everything set up on all 3 pucks with no problems. My issue is that when they go into standby (which is often, Sky is very aggressive about when these go into standby) I cannot wake them up with the remote, only by pressing the button on the bottom of the puck. They are all hard-wired - I have 1Gb fibre to the home (I've also tried with wifi - same problem). All the remotes work fine when the pucks are on, voice searching etc. I had a call with Sky and they took me through some troubleshooting, none of which made any difference. He said I should wait a week or so and they may "settle down". Anyone else had this and if so is there a fix? Not being able to turn them on with a remote is a no-no for me, a big step backwards. TIA.

Re: Sky puck(s) won't wake up with the remote

Deedee36 — Tue, 30 Jan 2024 15:11:21 GMT

@Keef1969 have you checked networked standby mode is on

amd overnight power saving turned off

Re: Sky puck(s) won't wake up with the remote

Keef1969 — Tue, 30 Jan 2024 15:19:37 GMT

Hi @Deedee36 - I have indeed but thank you. 🙂

Re: Sky puck(s) won't wake up with the remote

Keef1969 — Tue, 30 Jan 2024 17:42:07 GMT

I've now performed a factory reset but still nothing. I've started pinging from a linux machine, when it responds I can turn the puck back on with the remote, when it stops (after 5 minutes) it's unresponsive from the remote.

Re: Sky Stream - Remote won’t turn on any of my pucks

Chrisee — Wed, 31 Jan 2024 08:20:22 GMT

@SleeRoy if the remotes will not start the pucks by pressing home then check you have fully removed the parer slip that protected the battery terminals which tears easily.. The power key is a toggle which changes the power state with a short tap so a double tap which is easy to do by mistake turns the unit on then off. A longer press is the command to switch the power on the TV. I find the home key always works whether the remote is linked by Bluetooth or using infra red when not linked.

Re: Sky puck(s) won't wake up with the remote

Chrisee — Wed, 31 Jan 2024 08:32:56 GMT

@Keef1969 do the pucks start in you use the Home button on the remote?

Re: Sky puck(s) won't wake up with the remote

Keef1969 — Wed, 31 Jan 2024 08:51:02 GMT

Hi @Chrisee - No, I tried every button and nothing. I've also paired up a Sky Q remote - nothing. Taken the cable out and set up wifi - nothing. I have a friend with Sky stream - I'm going to take a puck round his and see if it works, then bring his here and see if that works.

Re: Sky puck(s) won't wake up with the remote

Chrisee — Wed, 31 Jan 2024 09:11:04 GMT

@Keef1969 sounds like a dead puck if it wont repond to a Q remote. I would call Sky and get it swapped out.

Re: Sky Stream - Remote won’t turn on any of my pucks

SleeRoy — Wed, 31 Jan 2024 09:21:49 GMT

@Chrisee Thanks for responding. Appreciate that.

The remotes all work fine once the pucks are manually turned on - so the paper isn't the issue as I opened the back to remove all of them having heard the tear issue happens a lot.

Neither the home nor the power button - nor any button come to mention it - gives a response. They are all paired fine - just none of them turn on without having to do it manually. Once on, they all work fine.

It's infuriating.

Re: Sky puck(s) won't wake up with the remote

Keef1969 — Wed, 31 Jan 2024 09:24:23 GMT

@Chrisee - it's 3 pucks though, surely they can't all be dud? Same batch maybe?

Re: Sky puck(s) won't wake up with the remote

Chrisee — Wed, 31 Jan 2024 09:32:42 GMT

@Keef1969 agree its unusual hence the question about the paper slips in the remotes which is a common issue - remove the remote's back cover and reseat the batteries. However if a Q remote wont work assuming it is unpaired - ie after pressing 7 & 9 together - it points to a puck issue.

Re: Sky Stream - Remote won’t turn on any of my pucks

Chrisee — Wed, 31 Jan 2024 09:33:59 GMT

@SleeRoy given there is another post above yours with a similar issue call Sky as they msy have had a dud batch of pucks.

Re: Sky puck(s) won't wake up with the remote

Keef1969 — Wed, 31 Jan 2024 10:13:39 GMT

@Chrisee - just to be clear - the remotes work, it's just when the pucks go into standby I can't wake them up with the remote, I have to press the button on the bottom of the puck. Once I've done that the remotes work fine including voice search.

Re: Sky Stream - Remote won’t turn on any of my pucks!

SleeRoy — Wed, 31 Jan 2024 10:38:34 GMT

@Chrisee - thank you, I'll get back onto them now!

Re: Sky puck(s) won't wake up with the remote

NickB1 — Wed, 31 Jan 2024 16:53:48 GMT

I received my puck yesterday and have exactly the same issue. Once powered on using the button on the base everything works perfectly fine. Only thing it won't do currently is turn on using the remote after going into standby. Strange thing is once powered on initially I am then off and on at will just not after standby mode kicks in.

Re: Sky puck(s) won't wake up with the remote

MarkGoldsmith — Wed, 31 Jan 2024 16:56:12 GMT

@NickB1 do you have networked standby mode switched ON in the settings? If not its may be worth turning it on and then giving the puck a little reboot by unplugging it for a minute just to ensure its picked up the change in setting.

Re: Sky puck(s) won't wake up with the remote

Keef1969 — Wed, 31 Jan 2024 16:57:16 GMT

@NickB1 - I'm not giving up on a fix just yet but please let me know if anything changes or you find a fix.

Re: Sky puck(s) won't wake up with the remote

NickB1 — Wed, 31 Jan 2024 16:58:01 GMT

I'll give it a go and feedback.

Re: Sky puck(s) won't wake up with the remote

Keef1969 — Wed, 31 Jan 2024 17:19:14 GMT

@MarkGoldsmith I've done this on all of mine and a ping shows it stops responding after about 7.5 minutes so it's clearly not working.

64 bytes from 10.0.0.29: icmp_seq=860 ttl=64 time=157.359 ms

64 bytes from 10.0.0.29: icmp_seq=861 ttl=64 time=181.015 ms

Request timeout for icmp_seq 862

Request timeout for icmp_seq 863

Request timeout for icmp_seq 864

Request timeout for icmp_seq 865

Request timeout for icmp_seq 866

Request timeout for icmp_seq 867

Request timeout for icmp_seq 868

Request timeout for icmp_seq 869

Request timeout for icmp_seq 870

Request timeout for icmp_seq 871

Request timeout for icmp_seq 872

Request timeout for icmp_seq 873

Request timeout for icmp_seq 874

Request timeout for icmp_seq 875