Stream remote completely unresponsive

[fizzdisco]

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@WelshPaul wrote:

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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?

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I have no idea. I can't really be bothered at the moment to get into a dialogue with Sky about it. I'd be willing to try another box but I haven't got time to wait on the phone explaining all the issues again right now. It's not my main source of TV so I can live with its foibles - it's quite entertaining really. 

[Steve-35]

Just had yet another remote die on me, no amount of twisting, bending or brute force is bringing it back to life this time....at least not just now anyway! Also had low battery warning reappear on remote for living room puck. 

Away to phone Sky & complain while requesting yet another (3rd) replacement for the inferior quality pieces of **** they designed. This will be another couple of days viewing lost for someone in the house again without any form of recompense from Sky for it as usual. 

A better idea would've been to just tweak the Q remote which was more or less bulletproof compared to what we have now 😡

EDIT: I thought I'd try something just before I phoned Sky, I swapped the batteries from the "dead" remote with the one in the living room.....& just like magic I had 2 working remotes again. Figure that out! 🤔 

[gugly]

our batteries that came with both remotes were dead batteries, replaced them with new ones, one of the remote has had to have new batteries added again and we have only had it connected for 6 days!! now the remote is unresponsive, no backlight, no use, tried holding down with number combo, still no use, tried re-booting still no use - any suggestions?

[Steve-35]

@gugly 

Try giving it a bit of manipulation I.e. twisting & bending it, it has worked for some, myself included in terms of bringing back to life a "dead" remote. 

There is however the chance that it won't come back to life in which case phone Sky & request a replacement 

[Mjstrong]

I've posted my issues in another thread before I saw this one, but I thought I should post my findings here in case it helps, or rings any bells with others.   

My current conclusion (not counting my chickens yet though, I'm still waiting on a replacement remote tomorrow, is that this is indeed a voltage problem caused by poor conduction in the battery compartment,

specifically I think the connection is fine (for the most part!) for doing  doing the Wi-Fi stuff (or BT, whatever it is 🤷‍♂️). But the second I use the IR funtions, it's just too much and the control effectively dies.  

While doing my own troubleshooting, I checked the IR output, and while the remote could happily control the Puck without issue, one press of the Volume control, instead of giving the usual IR "strobe" pulse,  it gave 2-3 VERY slow flashes, then nothing at all,  wait a few minutes and it came back to life though.  So it seems the IR is literally choking the remote. 

Now, the next part is NOT something I recommend people do, as it's easy to use too much pressure break things, but I  g-e-n-t-l-y stretched the springs of the minus terminals, and very lightly sanded the surfaces of all terminals with an emery board, just enough to make sure they are clean.  

This has worked perfectly for me,  I repeat, I am not suggesting that anyone else do this as these springs WILL snap and you'll be screwed, , just saying that for me at least there was definitely a terminal issue as others have suggested. 

The worrying part is,  If this IS the cause of a lot of people's problems, then no firmware update is ever going to solve this. 

[Mjstrong]

(Sorry, forgot to mention in above post)

After doing what I did, the IR output is stronger than I've ever seen it, I noticed it was a little weak when I first got the stream (bit of a nerd, I notice these things 😂). Even though it worked fine.  Now it's pretty strong compared to other remotes,  this is why I am convinced it was a voltage issue not a firmware one. 

[Mjstrong]

Ah bugger .... can we delete my last two posts 😢. Spoke too soon. 

[Jam99]

Also I'm not sure its a software issue, as why do some remotes work fine but others don't.

Plus when mine fails the light isn't on the remote, so to me its more like a hardware fault on the remote control.

[MikkieWheels]

Yes when mine fails the light on the remote is also off, I tried fiddling with the batteries, and sometimes that brings it back.

This is absolutely abhorrent from Sky and something that could've been picked up with vigorous product testing surely. I am just calling customer services now again will update you afterwards

[Carnoch04]

I believe that the Stream remote is the same as the Glass remote, is that correct? If so, that would suggest that the problem is a large batch of defective remotes rather than poor testing (as it has been in use for a year). That is what a Sky rep told me on the phone. I have been lucky so far as mine died for 36 hours but has been perfectly fine since. 

[Mjstrong]

Wouldn't be so bad if there was a remote App.

[MikkieWheels]

Yes, an app would make a huge difference.

Just spoke to Sky but someone who had more experience as they deal with recurring faults.

They said all remotes that have gone through the full troubleshooting process should be replaced, as they're confident this is a hardware issue with the remote itself and a replacement is solving these issues.

As such they're sending me a replacement remote via DPD so we'll wait and see if the problem persists then. I'm sure I read someone had a replacement and still experienced the issue?

[Mjstrong]

I suppose the problem is, if they haven't identified and fixed the issue yet, then your replacement has just as much chance of being faulty as your original one 😕

Sincerely hope you and I  aren't that unlucky twice.  

[Villa19]

They told me keep the batteries as the low battery message is an error , our has been ok for last 2 weeks now , also said no point in changing remotes as the issue is still happening on the new remotes being sent out 

now had a message on sky stream watching itv saying a technical fault on this channel and screen gone blue 4 times in 30 minutes 🤦🏻‍♂️

[MikkieWheels]

I feel I have more chance of the 2nd remote working than just keeping the one that doesn't work. Maybe I'm wrong? The 1st one just stops working completely for minutes at a time, even if the batteries are replaced.