Stream remote completely unresponsive

[Jporch316]

It's all a bit random - maybe it was the lunch break that fixed them ........

[Jporch316]

You can try the below - I accept no responsibility for the remote stopping working altogether though ......

1. Press and hold 7 and 9 together on your Sky remote for three seconds.
2. Press and hold 4 and 6 together for three seconds.
3. Press and hold 1 and 3 together for three seconds and follow the on-screen instructions.

More details -

https://www.sky.com/help/home/sky-tv/sky=

tv-glass/using-sky-glass/using-sky-glass-remote/articles/YO...

[Villa19]

No soundbars connected to my tv but remotes still freezing regularly 

[fizzdisco]

There's something seriously warped with the firmware on some of these Stream remotes. 

I turned my puck on this morning just for the hell of it and it powered up pretty quickly. I clicked down to get to the TV guide and the old low battery warning decided to pop up again, about 5 days after it last appeared. I dismissed it and navigated to the TV guide, selected ITV and started watching. The volume was a bit loud so I used the buttons on the Stream remote to reduce it.

This is where it gets weird. 

My Stream puck (with a CEC blocker) is connected direct to the TV and the TV is connected via eARC to my amp. When the puck and remote were set up I set it to control to the TV volume by telling it I had a Panasonic TV - it found the appropriate model and it confirmed that the volume controls worked on the remote. The eARC connection meant that when the TV received the volume command from the Stream remote it would automatically increase or reduce the volume on the amp.

This morning however, when I press the volume button on the Stream remote the TV reacts as if the eARC connection is not present and the volume of the TV's internal speakers is increased or reduced instead. The puck is therefore still interfering somehow with the eARC connection, despite the presence of the CEC blocker.

To test whether the blocker itself was faulty I tried turning on my other equipment - Apple TV 4K box, Blu-Ray player, & Freeview recorder, all of which were previously affected before the introduction of the CEC blocker. They all functioned perfectly and controlled the volume of the amp without problem. 

I then tried the CEC blocker on the Apple TV 4K box and it successfully stopped the CEC control. So it's not the thing that's faulty. 

Once again, I'm just going to turn the poxy little puck off and ignore it for a few days...

[Jporch316]

@fizzdisco 
@make it a cup of tea and bicuits and give it some loving .......

[fizzdisco]

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@Jporch316 wrote:

@fizzdisco 
@make it a cup of tea and bicuits and give it some loving .......

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I'll sit my cup of tea on top of it. It's a good size for a coaster. 

At least it can do something well. 

[Villa19]

Will someone from sky or a moderator  be able to update us on any progress regarding a fix  for this issue as I was told no refunds or goodwill payments can be made until it's fixed ? 

[WelshPaul]

MY REMOTE HAS JUST DIED!!!

Not happy! Setup my Puck on on Friday, remote was dead upon unboxing and setup but sprung into life after 10 minutes of fiddling. It worked perfectly until tonight (Wednesday), now it's dead! All I did was exit Netflix. 

[WelshPaul]

My remote is still dead as of this morning, no backlight, nothing!

I have tried:

• Removing the batteries and waiting half an hour before re-inserting the batteries
• Replacing the batteries
• Banging the remote on a table
• Holding 7 & 9, 4 & 6 and 1&3
• Rebooting the Puck

Still nothing, remote is dead to the world! So, I just called Sky and explained the above they are sending me a replacement remote. I asked if a Sky Q remote would work with the Puck as I would have gone to Argos an purchased one just to have some TV in the meantime but was told that it wouldn't. 😭

[Pistonhead]

@WelshPaul Sky told me my Q remote wouldn't work when my original remote wouldn't. Nevertheless, I tried pairing it and it DID work - at least it worked well enough to setup the Stream and give basic controls/on-off/volume, etc., but there were some limitations to its capabilities. But it was good enough until the replacement arrived. (Conincidentally, like many others on here, the original remote deided to suddenly come to life several hours after refusing to!).

[WelshPaul]

@Pistonhead 

Thanks for the heads up... Can you confirm that one can navigate and select a live channel using a Sky Q remote? If so, I will pop down to Argos and puchase a Sky Q replacement remote as a backup.

p.s. How long did it take until you received a replacement and has it been reliable?

[JessH13]

@WelshPaul They told me they were sending me a replacement remote "next day"... I'm still waiting. I've cancelled the whole lot.

[JessH13]

@WelshPaul forgot to say that next day promise was on the 19th 😂

[Pistonhead]

@WelshPaul I'm pretty sure I had no issues navigatiing the entire UI and selecting whatever I wanted, but I only needed to use it for a few hours until the original remote burst into life. Obviously there's no '+' button for adding to the playlist.

The Q remote I used was the current design: Bluetooth with the blue voice button in the front.

Sky said they would send me a replacement the next day, but it took two days to arrive.

[Jong99]

To be honest, this sounds like a firmware issue. Not sure a new remote will fix it any more reliably than the other suggestions of removing batteries and resetting.

But, of course, I'm guessing somewhat!