Since Build version updated to QS037.018.00P Sky Puck remotes won't turn TV's off

[kop32]

Software looks like it has updated and now my 3 Sky Puck remotes will not turn the TV's on (LG,Philips and Hisense), all was working perfectly (remotes NOT pucks, but that's another story), Sky CS Rep asked me to factory reset all 3 boxes and now none of the remotes turn the respective TV's on, volume works OK but nothing else, tried 7&9 and then 1&3 but nothing works, any idea's??

[GD1]

@kop32  The latest build is QS036.021.00P

You can't have QS037.........

[kop32]

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@GD1 wrote:

@kop32  The latest build is QS036.021.00P

You can't have QS037.........

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Really.....

[kop32]

Hi @GD1 

Appologies accepted......😏

[GD1]

@kop32  The next question is are you Sky staff or part of a closed pre-release group?

[kop32]

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@GD1 wrote:

@kop32  The next question is are you Sky staff or part of a closed pre-release group

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 Neither....thats what all 3 boxes have installed, and I've had nothing but problems since I got them on 20th June......

[GD1]

@kop32  That may well be your problem as that release is a future release and may well be in some sort of beta still.

I've asked in the closed board about this relase as I suspect you shouldn't have it.

[kop32]

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@kop32 wrote:

Software looks like it has updated and now my 3 Sky Puck remotes will not turn the TV's on (LG,Philips and Hisense), all was working perfectly (remotes NOT pucks, but that's another story), Sky CS Rep asked me to factory reset all 3 boxes and now none of the remotes turn the respective TV's on, volume works OK but nothing else, tried 7&9 and then 1&3 but nothing works, any idea's??

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Hi @GD1 

I DONT want it,can't get the remotes to link, keep getting "Waiting for program to load", black screen.....whats the answer???

[GD1]

@kop32  I'll see what Sky say tomorrow.

[kop32]

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@GD1 wrote:

@kop32  I'll see what Sky say tomorrow.

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The interesting thing is I've been on to Sky Support all day today, different advisors and none of them questioned the software version, just tried to blame all my issues on my Google Nest WiFi Pro mesh system....

[kop32]

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@GD1 wrote:

@kop32  I'll see what Sky say tomorrow.

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I take it there's no way to roll back firmware?

[GD1]

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@kop32 wrote:

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@GD1 wrote:

@kop32  I'll see what Sky say tomorrow.

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The interesting thing is I've been on to Sky Support all day today, different advisors and none of them questioned the software version, just tried to blame all my issues on my Google Nest WiFi Pro mesh system....

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Most work of a script, it tends to be the community users who are up to date on which software version is the current one.  I suppose also it would never occur to them to ask as they would assume you'd be on the current release.

[GD1]

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@kop32 wrote:

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@GD1 wrote:

@kop32  I'll see what Sky say tomorrow.

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I take it there's no way to roll back firmware?

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Not from a user side no, will be best to see what they say on the closed board, i'll update the thread when I get a reply.

[kop32]

@GD1 

Thanks for taking the time to chase this, I'm on the verge of throwing all 3 pucks out of the nearest window....

[GD1]

@kop32  It would seem you have the newer pucks Gen  2 if you will so the software is correct and not a beta release.  In this case the it's the UI version that is important and it is correct and inline with the current release on all pucks as is the remote control firmware version.

I note from your other thread you spoke to Sky and they are sending replacement pucks?  

On the subject of turning off your TV's have you tried long pressing the puck remotes power button?