Stream remote completely unresponsive

[WelshPaul]

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@Carnoch04 wrote:

It takes you to red button stuff or catch-up stuff. 

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@Carnoch04 

OK, just went to BBC 1 and red button works and brings up interactive stuff.

So it seems that a Sky Q Voice remote can fully operate a Sky Stream Puck. That could change of course with future updates, but right now we can use a Sky Q Voice remote with a Sky Stream Puck and retain 100% of it's functions.

Amazon have succesfully canceled my replacement Sky Glass remote. I will keep this Sky Q remote as a spare just in case the replacement dies on me at some point too. 👍

[Pistonhead]

@Carnoch04 When I spoke to Sky and specifically asked if the Q remote world work I got a definite 'no'. I guess it's like a lot of things with Sky it all depends on who you get on the end of the phone. Now, given that Q remotes do work, maybe someone at Sky can spread the word to their advisors. 

[Villa19]

Sky told me the battery message is an error and not to throw any batteries away as they should be fine when the software is fixed - mine has been ok for the last 24 hours so they've given me a goodwill gesture of £10 credit - they said no point swapping remote  as the issue was still being reported on new ones being sent out - hopefully it's now been fixed 🤞

[WelshPaul]

Out of curiosity I have opened my original Sky Stream remote...

There are no signs of damage or corrosion and I can confirm that the battery contacts located on the rear case connect to two pads on the rear of the PCB board simply by resting on them. I can also confirm that my remote remains dead (no backlight) even when injecting 3 volts directly to the board via the pads. There is nothing really on the PCB, just a small capacitor of some sort and what appears to be a coil or chip located on the rear bottom of the PCB. I'm totally  guessing here but I think a failed firmware update or firmware initiation is bricking the remotes.

[WelshPaul]

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@Villa19 wrote:

Sky told me the battery message is an error and not to throw any batteries away as they should be fine when the software is fixed - mine has been ok for the last 24 hours so they've given me a goodwill gesture of £10 credit - they said no point swapping remorse as the issue was still being reported on new ones being sent out - hopefully it's now been fixed 🤞

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I wouldn't care if it was something as simple as an onscreen message. My remote is dead, no backlight, no nothing and it has been this way for almost 14 hours now. So, waiting and doing nothing results in no TV for us! Fine, I can do without TV for a day or two but I don't have high hopes Sky will fix this anytime soon (when I say soon - I mean days). Sky haven't even confirmed that they have identified the cause let alone found a fix or implemented one! Heck, it might not even be a software issue.

[Villa19]

Would it be possible to use the stream remote and the q remote on the same puck as it would save us having to pass the remote - I know on q we had a remote each one voice and one without 

[WelshPaul]

No idea but I only have one remote listed under devices in the Settings menu. Looks like the original remote was removed when pairing the SKY Q remote.

My Puck shows the following firmware version for the paired remote:

• Remote control firmware version: 7057.01.00

I'm guessing that this is the Sky Q firmware version.

[Jporch316]

If it's the Bluetooth q remote it's one or the other I'm afraid 

[TerryH1982]

How do you pair a sky Q remote? My stream remote has been ok today but be good to know as a back up. 

[WelshPaul]

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@TerryH1982 wrote:

How do you pair a sky Q remote? My stream remote has been ok today but be good to know as a back up. 

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@TerryH1982 

All I did was place two AAA batteries into the Sky Q remote and held buttons 1 & 3 for three seconds. Then, up popped the screen that guides you through the process of pairing the remote.

[TerryH1982]

Excellent. Thank you 

[Villa19]

Our stream  remote seems ok again now but would be useful to have the old q one paired too as wife could use it without having to pass it over each time - we have the 2 q remores one with the touch wheel and one without 

[Jporch316]

The one without should be infa red if it's an older one 

got no clue if you can pair up 1x Bluetooth and 1 x infra red 

[Jong99]

You dont need to pair IR, so you can use as many as you wish. Can't use for voice though of course.

I have a Harmony remote which uses IR and have the original paired for voice commands. Works perfectly.

Don't forget you can switch even the original into IR mode, so, technically, you can use as many of those as you like, you just need to remember which is in Bluetooth mode if you want to use voice! 

[WelshPaul]

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@Carnoch04 wrote:

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@Carnoch04 wrote:

I am so glad mine started working after a day and a half as I have had word from DPD that my "next day delivery" will be on 2nd November!

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According to the tracking, my new remote is now on the vehicle for delivery today!

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Did you get it and does it work?