Bluetooth not working on sky puck remote

[JustinFaulkner]

Subject: Sky Puck Remote Will Not Wake Device from Sleep Mode

Hi,

I’m having ongoing issues with my Sky Puck remote not waking up the puck after it goes into sleep mode. I’ve tried every recommended step — including fully resetting the remote, re-pairing it, and reconnecting it to the puck — but the problem still persists.

To clarify, once the remote is reset and set back up, it works perfectly fine initially. The issue only occurs after the puck goes into sleep mode — at that point, pressing any button on the remote does not wake the device. I then have to manually power cycle or restart the puck for it to respond again.

For context, my Sky Puck is located just above my TV in my bedroom, positioned in the attic space directly above. I don’t believe this is causing the issue, as the remote works without any problems during initial setup and normal operation before sleep mode activates.

Could you please advise what could be causing this issue, or if there’s a known fix or firmware update that might resolve it?

I’d really appreciate your help in getting this sorted.

[mikealanr]

Hi @JustinFaulkner 

Sounds like it could be a faulty remote. Work through all the troubleshooting steps here and if that doesnt resolve the issue there will be an option to order a replacement.

https://www.sky.com/help/articles/remote-control-help-sky-glass

MikeAlanR

[lettice]

Could you also try the following settings recomendation.

Change your puck to following recommended settings set in Settings>
Set Network standby mode to ON and Overnight power saving to OFF.

After making the change and to make sure the option is set correctly, do a settings restart straight after you have made the change;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

Some extra ways for finding settings:

Different ways to get to the settings menu;

Hit the . . . button on your remote and select settings, use voice saying 'settings' or scroll down to the settings menu on the home menu.