topic Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off in Sky Stream

Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

kop32 — Wed, 02 Jul 2025 20:33:48 GMT

Software looks like it has updated and now my 3 Sky Puck remotes will not turn the TV's on (LG,Philips and Hisense), all was working perfectly (remotes NOT pucks, but that's another story), Sky CS Rep asked me to factory reset all 3 boxes and now none of the remotes turn the respective TV's on, volume works OK but nothing else, tried 7&9 and then 1&3 but nothing works, any idea's??

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

GD1 — Wed, 02 Jul 2025 20:38:55 GMT

@kop32 The latest build is QS036.021.00P

You can't have QS037.........

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

kop32 — Wed, 02 Jul 2025 20:43:48 GMT

@GD1 wrote:
@kop32 The latest build is QS036.021.00P

You can't have QS037.........

Really.....

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

kop32 — Wed, 02 Jul 2025 20:44:37 GMT

Hi @GD1

Appologies accepted......😏

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

GD1 — Wed, 02 Jul 2025 20:47:34 GMT

@kop32 The next question is are you Sky staff or part of a closed pre-release group?

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

kop32 — Wed, 02 Jul 2025 20:50:28 GMT

@GD1 wrote:
@kop32 The next question is are you Sky staff or part of a closed pre-release group

Neither....thats what all 3 boxes have installed, and I've had nothing but problems since I got them on 20th June......

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

GD1 — Wed, 02 Jul 2025 20:54:42 GMT

@kop32 That may well be your problem as that release is a future release and may well be in some sort of beta still.

I've asked in the closed board about this relase as I suspect you shouldn't have it.

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

kop32 — Wed, 02 Jul 2025 20:57:31 GMT

@kop32 wrote:
Software looks like it has updated and now my 3 Sky Puck remotes will not turn the TV's on (LG,Philips and Hisense), all was working perfectly (remotes NOT pucks, but that's another story), Sky CS Rep asked me to factory reset all 3 boxes and now none of the remotes turn the respective TV's on, volume works OK but nothing else, tried 7&9 and then 1&3 but nothing works, any idea's??

Hi @GD1

I DONT want it,can't get the remotes to link, keep getting "Waiting for program to load", black screen.....whats the answer???

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

GD1 — Wed, 02 Jul 2025 21:00:10 GMT

@kop32 I'll see what Sky say tomorrow.

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

kop32 — Wed, 02 Jul 2025 21:03:44 GMT

@GD1 wrote:
@kop32 I'll see what Sky say tomorrow.

The interesting thing is I've been on to Sky Support all day today, different advisors and none of them questioned the software version, just tried to blame all my issues on my Google Nest WiFi Pro mesh system....

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

kop32 — Wed, 02 Jul 2025 21:05:13 GMT

@GD1 wrote:
@kop32 I'll see what Sky say tomorrow.

I take it there's no way to roll back firmware?

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

GD1 — Wed, 02 Jul 2025 21:07:27 GMT

@kop32 wrote:

@GD1 wrote:

@kop32 I'll see what Sky say tomorrow.

The interesting thing is I've been on to Sky Support all day today, different advisors and none of them questioned the software version, just tried to blame all my issues on my Google Nest WiFi Pro mesh system....

Most work of a script, it tends to be the community users who are up to date on which software version is the current one. I suppose also it would never occur to them to ask as they would assume you'd be on the current release.

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

GD1 — Wed, 02 Jul 2025 21:09:12 GMT

@kop32 wrote:

@GD1 wrote:

@kop32 I'll see what Sky say tomorrow.

I take it there's no way to roll back firmware?

Not from a user side no, will be best to see what they say on the closed board, i'll update the thread when I get a reply.

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

kop32 — Wed, 02 Jul 2025 21:10:53 GMT

@GD1

Thanks for taking the time to chase this, I'm on the verge of throwing all 3 pucks out of the nearest window....

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

GD1 — Thu, 03 Jul 2025 09:43:32 GMT

@kop32 It would seem you have the newer pucks Gen 2 if you will so the software is correct and not a beta release. In this case the it's the UI version that is important and it is correct and inline with the current release on all pucks as is the remote control firmware version.

I note from your other thread you spoke to Sky and they are sending replacement pucks?

On the subject of turning off your TV's have you tried long pressing the puck remotes power button?

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

kop32 — Thu, 03 Jul 2025 09:55:02 GMT

@kop32 wrote:
Software looks like it has updated and now my 3 Sky Puck remotes will not turn the TV's on (LG,Philips and Hisense), all was working perfectly (remotes NOT pucks, but that's another story), Sky CS Rep asked me to factory reset all 3 boxes and now none of the remotes turn the respective TV's on, volume works OK but nothing else, tried 7&9 and then 1&3 but nothing works, any idea's??

Hi @GD1

They are indead sending out 1 replacement puck, but all 3 remotes will not now operate my 3 different TV's, going on yor response I doubt if I can update\roll back the remotes firmwar then?

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

kop32 — Thu, 03 Jul 2025 09:56:28 GMT

@GD1 wrote:
@kop32 It would seem you have the newer pucks Gen 2 if you will so the software is correct and not a beta release. In this case the it's the UI version that is important and it is correct and inline with the current release on all pucks as is the remote control firmware version.

I note from your other thread you spoke to Sky and they are sending replacement pucks?

On the subject of turning off your TV's have you tried long pressing the puck remotes power button?

Yes, nothing works

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

GD1 — Thu, 03 Jul 2025 10:01:59 GMT

@kop32 As advised previosly it can't be rolled back, only Sky would do this in case of major issues. For the remote control issue you could either wiat for the 1 replacement puck to see if this works or we could asky the messaging team to pick up this issue?

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

kop32 — Fri, 04 Jul 2025 06:44:15 GMT

@GD1 wrote:
@kop32 As advised previosly it can't be rolled back, only Sky would do this in case of major issues. For the remote control issue you could either wiat for the 1 replacement puck to see if this works or we could asky the messaging team to pick up this issue?

Hi @GD1,

An update...... Replacement puck arrived but when I tried to install it I got the "Updating software loop message", rang support got the usual response, factory reset the Puck etc etc, still nothing, so, before I lashed all three pucks out of the window I decided the best course of action was to go back to Sky Q, it's a shame really because I like the concept of Sky Stream but when it can't even do the basics then in my opinion it's not fit for my purpose.

Re: Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

MarkGoldsmith — Fri, 04 Jul 2025 10:43:10 GMT

@kop32 wrote:
@GD1 wrote:
@kop32 As advised previosly it can't be rolled back, only Sky would do this in case of major issues. For the remote control issue you could either wiat for the 1 replacement puck to see if this works or we could asky the messaging team to pick up this issue?
Hi @GD1,
An update...... Replacement puck arrived but when I tried to install it I got the "Updating software loop message", rang support got the usual response, factory reset the Puck etc etc, still nothing, so, before I lashed all three pucks out of the window I decided the best course of action was to go back to Sky Q, it's a shame really because I like the concept of Sky Stream but when it can't even do the basics then in my opinion it's not fit for my purpose.

There is a known issue with that software update problem for new pucks which Sky are investigating.

You could try connecting it via an Ethernet cable and see if that helps the update go through