topic Re: Sky remote volume button is turning box off. in Sky Q

Sky remote volume button is turning box off.

DaleGreen — Thu, 20 Jun 2024 12:02:05 GMT

Hello.

This has been asked before, but the post went unanswered. My sky remote sometimes turns the box off when you use the volume up button. I suspected the remote at first, but a replacement is doing the same.

Anyone else know of this happening and if there's a fix outside a new box? It's not the end of the world, just a bit annoyying mid program when you turn the TV up and the thing switches off!

Here's the other post: https://helpforum.sky.com/t5/Sky-Q/Volume-buttons-turn-box-off/m-p/4634592

Re: Sky remote volume button is turning box off.

oldfella — Thu, 20 Jun 2024 12:14:56 GMT

@DaleGreen wrote:

Hello.
This has been asked before, but the post went unanswered. My sky remote sometimes turns the box off when you use the volume up button. I suspected the remote at first, but a replacement is doing the same.
Anyone else know of this happening and if there's a fix outside a new box? It's not the end of the world, just a bit annoyying mid program when you turn the TV up and the thing switches off!
Here's the other post: https://helpforum.sky.com/t5/Sky-Q/Volume-buttons-turn-box-off/m-p/4634592

Hi @DaleGreen

Just to clarify is it only the Q box that turns off or does the television as well?

First thing to check is to see whether or not the Television remote does the same thing when you turn up the volume.

Re: Sky remote volume button is turning box off.

DaleGreen — Thu, 20 Jun 2024 12:36:49 GMT

Hey @oldfella,

Thanks for the reply!

Just the SkyQ box. The TV remove volume buttons work as expected. It's very odd. It just started a few weeks back. It's very intermittent. Maybe does it once every few days. I thought I was going mad at first, but at-least one other person has the same!

I got a replacement remote from Sky but it's doing the same thing!

Re: Sky remote volume button is turning box off.

oldfella — Thu, 20 Jun 2024 13:20:26 GMT

@DaleGreen wrote:

Hey @oldfella,
Thanks for the reply!
Just the SkyQ box. The TV remove volume buttons work as expected. It's very odd. It just started a few weeks back. It's very intermittent. Maybe does it once every few days. I thought I was going mad at first, but at-least one other person has the same!
I got a replacement remote from Sky but it's doing the same thing!

Hi @DaleGreen

Certainly a bit strange.

Assuming the remote is Bluetooth with Microphone button and correctly paired then TV control for ON/OFF and Volume is purely by Infrared and works with Television directly and not through the Q box.

If the Q remote Volume Up control infrared is causing the Q box to switch off then this would suggest that this on the same infrared frequency as the Q Box ON/Off.

However if this was the case the Q box would turn off every time you changed the volume and not just occasionally.

Although thinking about it further it would only turn the Q box off if you did a short press on the Volume up button (less then 2.5 seconds). If the Q box sees a longer press then this the Q box off standby would not recognise a longer press as this is used for Television control.

Normally the Q box remote when sending a On/Off signal to the Q box is using Bluetooth. However it still recognises a Infrared signal.

If it is only a short press on the Q remote Vol up button does turn off the Q box then it should turn back on again with another short press..

If this is the case it could mean that the paired Q remote infrared is on the same frequency.

Regardless of all this is does point to a paring issue with the TV.

So I would suggestthe following .

With the Q box on with green led try completly resetting your Bluetooth remote.
Press and hold 7 & 9 together on the remote until it’s led flashes four times.
Then make sure that you are pointing your remote at the Q box and press 1 & 3 together until the remote led flashes and follow onscreen instructions to re- pair.

When selecting the Television brand don't use the model but use find it for me. Then try the suggestions in the pairing set up.

To do this you would repeatedly try the 1 & 3 setting for each option that does change the volume.

From memory the options are numbered so after trying each option that alters the volume you need to check if you still have the same issue. If you do, try pairing the remote again and use then next suggested successful option.

A lot of Waffle above but hope you can make sense of it.

Re: Sky remote volume button is turning box off.

Rachelsg — Fri, 21 Jun 2024 14:30:24 GMT

My box is doing exactly the same thing, but with volume down. It doesn't do it when I'm watching Sky TV but always does when I use apps such as YouTube, Netflix etc. Interested to know if there is a fix!

Re: Sky remote volume button is turning box off.

DaleGreen — Fri, 21 Jun 2024 15:58:41 GMT

Thinking about it, I think mine is doing it only in apps too. I will try the steps above and get back to this post! It's just infrequent so not sure how ling that'll take!

Re: Sky remote volume button is turning box off.

westheaddavid — Tue, 25 Jun 2024 18:30:07 GMT

Just the Q box.

Thanks

Re: Sky remote volume button is turning box off.

DaleGreen — Tue, 25 Jun 2024 22:55:10 GMT

@oldfella Tried the re-pair and still getting the issue. It's definitely when using apps. Had it back to back on Disney+ then on Netflix.

Hopefully this gets picked up. Is there a way to report suspected software bugs?

Re: Sky remote volume button is turning box off.

oldfella — Wed, 26 Jun 2024 08:33:17 GMT

@DaleGreen wrote:

@oldfella Tried the re-pair and still getting the issue. It's definitely when using apps. Had it back to back on Disney+ then on Netflix.

Hopefully this gets picked up. Is there a way to report suspected software bugs?

Hi @DaleGreen

Bugs wouldn't only affect just a few boxes.

If was a software issue it would affect literally millions of boxes.

When you tried the remote re pair did you just select the brand and then try and test all options for that brand

Re: Sky remote volume button is turning box off.

Murie — Tue, 16 Jul 2024 12:36:45 GMT

We have one doing the same here, Hitachi TV, Sky remote volume up switches off the Sky Q box when you go into an app. TV remote doesn't. Seems to be getting worse.

Re: Sky remote volume button is turning box off.

TaraOB — Thu, 18 Jul 2024 09:57:17 GMT

Glad it's not just me! My volume down button switches off the sky Q box, but similarly to others, only infrequently, but on TV as well as apps. I'll try the reset above.

Re: Sky remote volume button is turning box off.

SM1301 — Sun, 04 Aug 2024 18:41:22 GMT

I have a Toshiba TV and this is happening to me - seems to occur most often right after turning my box on and then altering the volume. I've tried the repairing multiple times and it still occurs.

I was going to report to Sky, but if all they've done is give you a new remote that hasn't solved the issue, I'll just live with it I guess.

Re: Sky remote volume button is turning box off.

westheaddavid — Mon, 05 Aug 2024 20:05:23 GMT

They give me a new remote but still the same.

I think the more people compain the chances of getting resolved would be greater.

Re: Sky remote volume button is turning box off.

Kelsingra — Tue, 06 Aug 2024 10:23:58 GMT

Hey all,

Sorry to hear about the issue with the remote controls.

We would really appreciate some more information about the issue and it would help our Technical Team too to understand the cause:

Could you please confirm what do you see when you press Home button then go to Settings => Setup => Preferences and look at the Smart standby mode? If it's on, please try to turn it off and tell me if it made any difference?

Thanks,

Re: Sky remote volume button is turning box off.

DaleGreen — Tue, 06 Aug 2024 12:25:36 GMT

Hi @Kelsingra ,

Mine was indeed on so I've disabled. 🙂 It just did it not in an app (before disabling that setting), so not tied to that. I will update if it does it again!

Cheers,
Dale

Re: Sky remote volume button is turning box off.

Pegsy73 — Sun, 01 Sep 2024 12:03:58 GMT

I have the same problem. I've replaced (at my own expense) the remote control and re-paired the device several times with no change. Problem happens intermittently on terrestrial channels usually when the programme has been paused. Since the Sky Q box is turned off, everything that was 'saved' through the pause action is then lost.
I believe the problem to be the Sky Q Box.

Please advise next steps
Thanks

Re: Sky remote volume button is turning box off.

Murie — Sun, 01 Sep 2024 12:10:21 GMT

This seems to have stopped it for me, at least it's not happened since implementing

the above

Re: Sky remote volume button is turning box off.

DaleGreen — Sun, 01 Sep 2024 12:32:34 GMT

I forgot all about this, so the above seems to have fixed it for me also. 🙂

Re: Sky remote volume button is turning box off.

Pegsy73 — Sat, 07 Sep 2024 19:28:01 GMT

I didn't have the chance to do as advised but implemented the recommended fix. I lost the ability to change the volume on my Sky remote so had to use the volume button on my Toshiba remote. However.... live pause fails if you press the Play button and then adjust the volume, losing everything that was paused as you go back to the TV Guide. If you adjust the volume after playing something recorded, it also goes back to the Tv Guide. I appreciate that this is a First World problem but it is still frustrating and a recent change to my functionality. I've reset the brand new Sky remote multiple times....

Ideas welcome

Re: Sky remote volume button is turning box off.

Amazon74 — Thu, 17 Oct 2024 17:42:18 GMT

Yes. This is happening to us too on a Sky Q box. Once every few days, and alway when you don't want it to happen.

We missed the live Space X chopstick landing at the critical moment the other day. Very frustrating.