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

[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 

They are indead sending out 1 replacement puck, but all 3 remotes will not now operate my 3 different TV's, going on yor response I doubt if I can update\roll back the remotes firmwar then?

[kop32]

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@GD1 wrote:

@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?

Yes, nothing works

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[GD1]

@kop32  As advised previosly it can't be rolled back, only Sky would do this in case of major issues.  For the remote control issue you could either wiat for the 1 replacement puck  to see if this works or we could asky the messaging team to pick up this issue?

[kop32]

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@GD1 wrote:

@kop32  As advised previosly it can't be rolled back, only Sky would do this in case of major issues.  For the remote control issue you could either wiat for the 1 replacement puck  to see if this works or we could asky the messaging team to pick up this issue?

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Hi @GD1,

An update...... Replacement puck arrived but when I tried to install it I got the "Updating software loop message", rang support got the usual response, factory reset the Puck etc etc, still nothing, so, before I lashed all three pucks out of the window I decided the best course of action was to go back to Sky Q, it's a shame really because I like the concept of Sky Stream but when it can't even do the basics then in my opinion it's not fit for my purpose. 

[MarkGoldsmith]

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@kop32 wrote:

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@GD1 wrote:

@kop32  As advised previosly it can't be rolled back, only Sky would do this in case of major issues.  For the remote control issue you could either wiat for the 1 replacement puck  to see if this works or we could asky the messaging team to pick up this issue?

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Hi @GD1,

An update...... Replacement puck arrived but when I tried to install it I got the "Updating software loop message", rang support got the usual response, factory reset the Puck etc etc, still nothing, so, before I lashed all three pucks out of the window I decided the best course of action was to go back to Sky Q, it's a shame really because I like the concept of Sky Stream but when it can't even do the basics then in my opinion it's not fit for my purpose. 

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There is a known issue with that software update problem for new pucks which Sky are investigating.

You could try connecting it via an Ethernet cable and see if that helps the update go through 

[Dazzasky]

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@kop32 wrote:

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@GD1 wrote:

@kop32  As advised previosly it can't be rolled back, only Sky would do this in case of major issues.  For the remote control issue you could either wiat for the 1 replacement puck  to see if this works or we could asky the messaging team to pick up this issue?

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Hi @GD1,

An update...... Replacement puck arrived but when I tried to install it I got the "Updating software loop message", rang support got the usual response, factory reset the Puck etc etc, still nothing, so, before I lashed all three pucks out of the window I decided the best course of action was to go back to Sky Q, it's a shame really because I like the concept of Sky Stream but when it can't even do the basics then in my opinion it's not fit for my purpose. 

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I don't blame you @kop32 I don't know why we expect something to work when we order it but I certainly do. We shouldn't have to play about trying, perhaps I'm just old fashioned 😂

[kop32]

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@MarkGoldsmith wrote:

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@kop32 wrote:

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@GD1 wrote:

@kop32  As advised previosly it can't be rolled back, only Sky would do this in case of major issues.  For the remote control issue you could either wiat for the 1 replacement puck  to see if this works or we could asky the messaging team to pick up this issue?

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Hi @GD1,

An update...... Replacement puck arrived but when I tried to install it I got the "Updating software loop message", rang support got the usual response, factory reset the Puck etc etc, still nothing, so, before I lashed all three pucks out of the window I decided the best course of action was to go back to Sky Q, it's a shame really because I like the concept of Sky Stream but when it can't even do the basics then in my opinion it's not fit for my purpose. 

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There is a known issue with that software update problem for new pucks which Sky are investigating.

You could try connecting it via an Ethernet cable and see if that helps the update go through 

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Unfortunatly I have no access to ethernet for where the pucks are placed, hence the reason I went for Sky Stream as they are advertised as "Watch all your favourite TV programs on a Wifi network".....If you can get past the set up page!!, let's face it the Sky Stream pucks are simple streaming devices, shouldn't have to be this difficult to set up!, I've used a Firestick for years and have never had the issues Sky Stream pucks seem to have.

[KevNewMedia]

Hi @kop32 

Thanks for your post and for providing further information.

Can you confirm the model numbers of your 3 TV's that are impacted?

Can you also confirm where the pucks were situated i.e. in a cabinet, in front of the TV, behind it etc?

In your estimation, when did they stop working?

[kop32]

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@KevNewMedia wrote:

Hi @kop32 

Thanks for your post and for providing further information.

Can you confirm the model numbers of your 3 TV's that are impacted?

LG, Philips and Hisense, all less than 1 year old

Can you also confirm where the pucks were situated i.e. in a cabinet, in front of the TV, behind it etc?

All on a unit less than a meter away from the TV's and  not enclosed at all.

In your estimation, when did they stop working?

That's easy, they've not worked since I (tried) to install the pucks, also, I have now had to return to Sky Q and low and behold all TV's are able to be operated with the Sky Q remote's.

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[KevNewMedia]

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@kop32 wrote:

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@KevNewMedia wrote:

Hi @kop32 

Thanks for your post and for providing further information.

Can you confirm the model numbers of your 3 TV's that are impacted?

LG, Philips and Hisense, all less than 1 year old

Can you also confirm where the pucks were situated i.e. in a cabinet, in front of the TV, behind it etc?

All on a unit less than a meter away from the TV's and  not enclosed at all.

In your estimation, when did they stop working?

That's easy, they've not worked since I (tried) to install the pucks, also, I have now had to return to Sky Q and low and behold all TV's are able to be operated with the Sky Q remote's.

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Hi @kop32 

Thank you for replying. So that we can investigate further, we'd need to know the model numbers of your TV's. We've not seen other reports and therefore want to get to the root of the problem.

[mrwwt]

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@GD1 wrote:

@kop32  It would seem you have the newer pucks Gen  2

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Out of interest, what's the differnce between the Gen 1 and Gen 2 pucks? Is there anyway to swap with Sky for the newer one?

[KevNewMedia]

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@mrwwt wrote:

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@GD1 wrote:

@kop32  It would seem you have the newer pucks Gen  2

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Out of interest, what's the differnce between the Gen 1 and Gen 2 pucks? Is there anyway to swap with Sky for the newer one?

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There are no differences to speak off @mrwwt 

[kop32]

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@KevNewMedia wrote:

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@kop32 wrote:

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@KevNewMedia wrote:

Hi @kop32 

Thanks for your post and for providing further information.

Can you confirm the model numbers of your 3 TV's that are impacted?

LG, Philips and Hisense, all less than 1 year old

Can you also confirm where the pucks were situated i.e. in a cabinet, in front of the TV, behind it etc?

All on a unit less than a meter away from the TV's and  not enclosed at all.

In your estimation, when did they stop working?

That's easy, they've not worked since I (tried) to install the pucks, also, I have now had to return to Sky Q and low and behold all TV's are able to be operated with the Sky Q remote's.

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Hi @kop32 

Thank you for replying. So that we can investigate further, we'd need to know the model numbers of your TV's. We've not seen other reports and therefore want to get to the root of the problem.

LG  55UR78006LK

Philips  58PUS7304/12

Hisense  43A7GQTUK

To add context to this all 3 stopped responding  the day after the QS037.018.00P software updated, and all 3 would not then pair to the point that they would not control the volume or switch the TV's off\on ,although they paired with the Sky Stream boxes with no issues.

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[Super+Anthony]

Re the new updated pucks, can one request it and update the current Sky stream puck?

[GD1]

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@Super+Anthony wrote:

Re the new updated pucks, can one request it and update the current Sky stream puck?

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There is no upgrade path and as mentioned by @KevNewMedia  there are no differences between the old & new pucks.