My sky sound box no longer works with Q remote

[David440]

Hi. I have sky Q and sky sound box I got on the staff offer ages ago. Sound box is still going strong but Colin's has stopped working. 

I've been through every combination possible. Including the pressing of 1 and 3 together and running through the steps. 

the box can still be turned on and off using the remote, just no volume?

[nigea99]

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@David440 wrote:

Hi. I have sky Q and sky sound box I got on the staff offer ages ago. Sound box is still going strong but Colin's has stopped working. 

I've been through every combination possible. Including the pressing of 1 and 3 together and running through the steps. 

the box can still be turned on and off using the remote, just no volume?

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Did you try resetting the remote before trying the 1 & 3 to re-pair ?

To reset press & hold 7 & 9 until the red led above the SKY logo button flashes 4 times

(it then needs line of sight of the SKY Q box until re-paired)

[David440]

@nigea99 Thanks for the prompt response. I have tried absolutely every combo possible. 

I just went down and tried again and followed these steps (and outcomes)

For all of the below i'm using the latest Sky Q Voice remote, but i have tried every other remote i have. THis includes the touch, the older voice and even the OG fat remote (incidentally the best we ever made)

1. Point remote at Telly and Q Mini and press and hold 7 + 9 until LED flashed 4 times

2. Pointing remote at Tellg again i press 1 + 3 todather and the wizard pops up. 

3. I choose my TV brand (Samsung) and then "Find it for me"

4. Setting one appears to show something (although the symbol is of the HDMI receiver and not the TC speaker (more on that in a moment)

5. THe LED on the TV flashes when i am pressing buttons so it's doing SOMETHING.

6. Moving on I state that setting one is a success (even though no colume is changed and no settings through 1 to 9 change this)

7. I go through the next part of the wizard and choose to set up the Sky Soundbox under the Sky brand. 

8. NOTHING at all. No symbol, no flashing LED on the telly and no flashing LED on the soundbox. 

9. I mentioned the wee symbol above. I choose to go in and manually set the TV to use it's speakers as if it were a brand new set up and go through it all again. Absolutely hee haw.

There's about to be a sky remote shaped hole in the TV. 

I'm annoyed because everything worked pefrectly, then didn't... I have to GET UP and adjust the volume! THe horror

[darcyjhh]

I have the same problem, any fix ?

[David440]

Hi. I do actually but no idea how. 

it simply started working again after an age of not working. I'm assuming a software update or something but I genuinely have no idea. 

[darcyjhh]

How long did it take to start working again? It's driving me mad! Thank you 

[Chodley]

As random as that is, I'm not sure knowing that is going to help you.

[darcyjhh]

@Chodley Thank you for your pointless comment 

[David440]

Not sure why @Chodley @thought that was at all needed but here we are. 

in all honesty I reckon it was broken for around a year. The only thing I can think of was that I forced software updates across the board. Initially they still didn't help but now that they might have ironed the bug out you could try that. 

[David440]

@darcyjhh 

[Chodley]

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@David440 wrote:

Not sure why @Chodley @thought that was at all needed but here we are. 

in all honesty I reckon it was broken for around a year. The only thing I can think of was that I forced software updates across the board. Initially they still didn't help but now that they might have ironed the bug out you could try that. 

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 I was wondering why he thought it would be useful information. His could fix itself tomorrow or in 10 years of never since we have no idea what changed on yours. And if it was a software update (presumably as you say an earlier one when they were still supported) which somehow got triggered by something else, his would already have it wouldn't it? Or do you have to apply them manually?