Sky puck remote not working

[Pistonhead]

@Matt+Parker Take a look at @AntInBristol 's suggestion for a 'fix' in this discussion: https://helpforum.sky.com/t5/Glass-Stream/Stream-remote-completely-unresponsive/td-p/4128756/page/20 It seems to work for quite a few that are having remote problems.

[WelshPaul]

My remote just fell off our bed onto a carpeted floor and yea you guessed it, it was dead as a result. I tried twisting it and it sprung back into life! 

I think I know the reason for this. If you look back at the pictures I posted of the inside of the remote you will see that the battery contacts make contact with two pads on the underside of the PCB via two pring like arms. These two spring like arm contacts are held in place by two plastic tab like holders but the arms can easily be pushed back into these tabs and as a result prevent them from making contact with the pads on the PCB. Twisting the remote likely manipulates these tabs to the point they become freed from its grip and return to the correct position and make contact with the tabs on the PCB again.

[Megamarvatron]

Glad I came back to check the latest posts, I've done the old "twist & shout" method and revived my Stream remote. Nothing like a bit of caveman technical support to get your weekend started!

As a side note, I never received a replacement from Sky, they sent me a text to say it was a known issue and until they've fixed it they can't send me a replacement. They very kindly said I could continue to watch on my Sky Glass, which came as quite a surprise given I haven't got one. Madness. 

[WelshPaul]

My original remote is still dead. Pretty sure it was the result of a failed firmware update. Possibly caused by a power failure of the above issue while in the process of updating. If what I wrote above is the cause then only a redesign of the remote rear case or how the battery terminals connect to the PCB will resolve said issues. I had to grip and twist the remote pretty darn hard to get it working again and not everyone will be physically capable of doing that! 

[Jam99]

I've got the same issue, how do I arrange a replacement?

[Pistonhead]

@Jam99 You'll need to phone Sky to ask for a replacement. In the meantime, if you happen to have a Sky Q Bluetooth remote, they can be paired to control the Steam box. 

[fizzdisco]

So after several days of 'normal' functionality, my remote is back to saying the (new) batteries are running low and need replacing. The added sluggishness of the UI is back too. Tried watching something on the Prime app and it juddered away, wildly out of sync, glitching every few seconds. Tried a restart, still the same. Given up. Again. 

The joy of Sky Stream.

[Claire20002000]

Thank you. Turning the controller off and on again and then pressing 7&9 together then 4&6 and finally 1&3 got it to work. Hope this works for others as well. 

[Rudy102]

I have the same issue the remote for the stream puck is not working. I have tried all the troubleshooting advice and still nothing. 
I understand that sky are actually aware of an issue but at present do not have a solution to fix the problem but eventually after a period of time the remote will work. I think this is unacceptable I am paying for something that at present I am unable to use. My remote has played up since opening the box under a week ago. It wasn't working yesterday morning and still hasn't turned itself on. What are we meant to do when all you want to do is settle down and watch a nice film etc

[MikkieWheels]

I have the same issue as the 2 posts above.

Tried all troubleshooting, replaced batteries etc and rang support and they said no issue - no ETA for fix but hopefully will be pushed out in an update *eventually* 

[CardiffMan1992]

@fizzdisco 

I truly don't get how it just randomly occurs specially on things like Apps developed by other people.

[WelshPaul]

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@fizzdisco wrote:

So after several days of 'normal' functionality, my remote is back to saying the (new) batteries are running low and need replacing. The added sluggishness of the UI is back too. Tried watching something on the Prime app and it juddered away, wildly out of sync, glitching every few seconds. Tried a restart, still the same. Given up. Again. 

The joy of Sky Stream.

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I have not experienced such problems. Are you sure the box ain't faulty?

[fizzdisco]

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@CardiffMan1992 wrote:

@fizzdisco 

I truly don't get how it just randomly occurs specially on things like Apps developed by other people.

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I maintain that it's down to lack of RAM & processing speed. There's just not enough of a memory buffer to cope when there's a lot going on. A 4K Dolby Vision/Atmos stream on the Prime app is just a bit much for it. The exact same content streams absolutely fine via a 4K Firestick, the TV app and the Apple TV 4K box, only on Stream have I experienced such poor presentation of a 4K stream. I've never seen juddering & loss of sync like this on any other device. 

On a positive note though, the remote worked fine again this morning! Got a low battery warning on Saturday, none on Sunday and none today. Nuts.

[MikkieWheels]

When I spoke to them they just said it's something they're working on - it's affecting a % of customers and as soon as they have a fix they'll push it out 

The way they describe it is exactly how my fault appears as well - after all troubleshooting steps followed and batteries replaces 

[CardiffMan1992]

@MikkieWheels 

It is good they are acknowledging this