Stream remote completely unresponsive

[Jporch316]

I have had glass and a puck since April and another puck for about 3 weeks and not had to change any batteries or had any remote issues - truly bizzare !!!

[Steve-35]

I'm honestly surprised to see the increasing length of this thread & the number of people with this issue....regrettably I'm now adding to it! In the midst of trying to set up my 4th & final stream puck for my youngest daughter & the remote is completely dead, absolutely no response from it at all. 

The first remote for the first stream puck I set up on Monday had somehow unpaired itself over night so was unresponsive on Tuesday morning however I did get it working again. By Tuesday night though I was getting a message telling me the batteries were low & needed replaced! 

Not the best of starts & I've not even had it a full 7 days yet! 

[WelshPaul]

Had an email from DHL informing me that they will be delivering my remote on Monday. Mine is still dead, been 48 hours now and no sign of life in it at all!

I think it's just a bad batch of hardware. No doubt with the launch of stream, Sky have had a a whole new production run of Pucks and Remotes to fill upcoming Stream sales.

[Steve-35]

@WelshPaul 

I've not long phoned Sky about the issue, I'm getting a replacement - hopefully working! - remote delivered on Monday. 

I posed the question of whether the "old" Q remote would work in the interim, "no" was the reply....yet I've got it paired & working without issue so that will at least keep the daughter happy for a couple of days. 

[WelshPaul]

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@Steve-35 wrote:

@WelshPaul 

I've not long phoned Sky about the issue, I'm getting a replacement - hopefully working! - remote delivered on Monday. 

I posed the question of whether the "old" Q remote would work in the interim, "no" was the reply....yet I've got it paired & working without issue so that will at least keep the daughter happy for a couple of days. 

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Yea, I purchased a Sky Q remote from Argos yesterday, cost me £35.99! Aternative would have been to go without the TV all weekend. I had planned to return the Sky Q remote for a refund once the replacement remote turned up but I have decided to keep it. I have little faith that the replacement won't fail at some point. 😭

[Donnawinward]

• My sky glass remote will not work. I have only had it 4 weeks. I have tried the 7 and 9, 4 and 5 and the 1 and 3.

It just kept saying couldn't pair.

When I press the back button it turns the TV off.  Certain buttons do commands it is not supposed to do.

Tried changing the battery but nothing

[WelshPaul]

My remote is still dead to the world and it's been two and a half days now. Anyway, I opened my remote and I can confirm it came of a production run on 25.05.2021.

So, it can't be a recent bad batch of recently made remotes! Here are some photos of the board and rear case:

I'm confident it's a software issue and I think mine died as a result of a failed firmware update.

[Jporch316]

They may have been a production run specifically for the release of stream - building up stock in advance of the release date 

[CardiffMan1992]

@Jporch316 

That makes a lot of sense actually seeing as before they probably weren't selling as many pucks as they are now,

[NotAppyAtAll]

Received puck and remote on next day delivery as promised (24 Oct).  Set up without any issues and everything working.  Last night (28th) remote just stopped working as scrolling through a menu.  The discovered this thread, called Sky and replacement remote being sent.  Not hopeful that this will make any difference as I suspect like others have said this is an issue with the firmware.  Pity this is so poor as seemed a decent affordable alternative to sky q

[Pistonhead]

My remote firmware has just updated from 5103.2.0 to 5103.3.4. Maybe v3.4 is the version that everyone was already on and I'm just slow to be updated, or maybe it's a fix for the remote issues many are experiencing. Anyone got any clues?

[WelshPaul]

There appears to be two common issues with these remotes...

1. Unresponsive remotes (no backlight)
2. Remotes that display low battery notifications and other various odd behaviour (working backlight)

As previously mentioned, I didn't have any odd behaviour or low battery warnings. So, I wonder if those such as myself with dead remotes had older firmware installed and upon attempting to update in the background the update failed resulting in a bricked remote? Maybe those of you with a remote that's experiencing low battery notifications or other odd behaviour have succesfully updated the firmware and that's why you're seeing the above mentioned issues? Such issues could be the result of said new firmware. 

Hopefully Sky release an update to resolve these issues sooner rather than later. 🤞

[AlexAaron]

A SkyQ remote does work! I'm using one right now. Only issue I have encountered so far is that you cannot control Netflix with a Q remote.

[WelshPaul]

@AlexAaron 

Yea we know... Read past posts, I've been using one the past few days. 

[WelshPaul]

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@AlexAaron wrote:

Only issue I have encountered so far is that you cannot control Netflix with a Q remote.

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Hang on, wait WHAT? I can control Netflix with my Q remote! What version Q remote do you have?