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

[mrwwt]

---

@GD1 wrote:

@kop32  The latest build is QS036.021.00P

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

---

My Sky Glass Air seems to have skipped QS037 altogether and is on QS038(.003.00P).

I know it's a different device but they seem to be much more out of sync than they ever have been before (my Glass Gen 2 and Pucks are on QS036)

[GD1]

---

@mrwwt wrote:

---

@GD1 wrote:

@kop32  The latest build is QS036.021.00P

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

---

My Sky Glass Air seems to have skipped QS037 altogether and is on QS038(.003.00P).

I know it's a different device but they seem to be much more out of sync than they ever have been before (my Glass Gen 2 and Pucks are on QS036)

---

Thats quite possible, however we've been advised it's the UI version which would be important.  🙂

[MarkGoldsmith]

---

@mrwwt wrote:

---

@GD1 wrote:

@kop32  The latest build is QS036.021.00P

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

---

My Sky Glass Air seems to have skipped QS037 altogether and is on QS038(.003.00P).

I know it's a different device but they seem to be much more out of sync than they ever have been before (my Glass Gen 2 and Pucks are on QS036)

---

Yeah thats correct QS038 was the initial launch build version for the Air.

[lettice]

---

@Super+Anthony wrote:

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

---

It is not a Gen2 puck, like the Sky Glass TV is an upgrade in specs to the Gen1 TV.

There is no expected performance difference to the current puck.

Expect, its just a similar chipset from another supplier. Something many hardware manufacturers do to help steady supply chains.

You cannot request one as a replacement for your current puck and as far as we are aware there is no plan for any replacement of a current puck with this one.

But expect going forwards, new customers will be sent one or the other.

Also on the delivery topic mentioned within this thread by others.

Sky Glass and Sky Stream distribute updates in manner of ways.

Do not take the build version as any main guide level.

The UI version is seen as the more regular, along with Platform builds.

Also, as across Sky, updates are delivered to customers in phased delivery schedules over roughly a month period.

[Stephen+Mourton]

This thread appears to be about Sky Glass, as I presume these software updates are not available to Stream customers.

Have I got that right?  If so would it not be better moving it to the Glass forum?

[GD1]

@Stephen+Mourton  The original post was about a Sky puck as per the title, the thread has been hijacked with Sky Glass posts, the thread won't be moved as it's on the correct board.

[Stephen+Mourton]

@GD1   Thanks for your reply.  Look I'm not that bothered where this post is, I only offered it as a suggestion as I thought it confusing in the Stream forum.  For the record I respectfully disagree with your reasoning.  The original title is about the effect the Glass update had on his remotes, at his own admission he used the term 'puck' in error.

[GD1]

---

@Stephen+Mourton wrote:

@GD1   Thanks for your reply.  Look I'm not that bothered where this post is, I only offered it as a suggestion as I thought it confusing in the Stream forum.  For the record I respectfully disagree with your reasoning.  The original title is about the effect the Glass update had on his remotes, at his own admission he used the term 'puck' in error.

---

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

If you read the OP's 1st post you will see very clearly it is not a Sky Glass issue they posted about.

[kop32]

---

@Stephen+Mourton wrote:

@GD1   Thanks for your reply.  Look I'm not that bothered where this post is, I only offered it as a suggestion as I thought it confusing in the Stream forum.  For the record I respectfully disagree with your reasoning.  The original title is about the effect the Glass update had on his remotes, at his own admission he used the term 'puck' in error.

---

Thanks for your reply.....respectfully, I posted in the Sky Stream forum as it was indeed about a Sky Stream issue, I've never once mentioned Sky Glass.

[Stephen+Mourton]

@kop32   Thanks for the clarification and I appreciate that the term Sky Glass was not used, but is not QS037.018.00P  a Glass build version and not a Stream one?  However either way I am happy to stand corrected.

[kop32]

---

@Stephen+Mourton wrote:

@kop32   Thanks for the clarification and I appreciate that the term Sky Glass was not used, but is not QS037.018.00P  a Glass build version and not a Stream one?  However either way I am happy to stand corrected.

---

Well if it is someone has slipped a Sky Glass system into my home without telling me....🤣😂

[Vikki51]

I came onto this thread as I was searching for issues related to the same firmware build version. We only got Sky stream a couple of weeks ago as we moved house and couldn't have SkyQ.  We have it connected via ethernet cables and have very fast broadband yet our Sky Stream experience has been very inconsistent and underwhelming.

Sometimes the remotes work, sometimes not. Sometimes we can watch a whole movie without any audio or visual interruption, sometimes we get audio and visual hiccups or the screen goes completely black.

I have tried rebooting and restarting the puck, but no change.

Surely this should not be the Sky Stram experience?

[MarkGoldsmith]

---

@Vikki51 wrote:

I came onto this thread as I was searching for issues related to the same firmware build version. We only got Sky stream a couple of weeks ago as we moved house and couldn't have SkyQ.  We have it connected via ethernet cables and have very fast broadband yet our Sky Stream experience has been very inconsistent and underwhelming.

Sometimes the remotes work, sometimes not. Sometimes we can watch a whole movie without any audio or visual interruption, sometimes we get audio and visual hiccups or the screen goes completely black.

I have tried rebooting and restarting the puck, but no change.

Surely this should not be the Sky Stram experience?

---

@Vikki51 whilst your broadband speed may be fast that's only part of the equation, the stream puck also needs a strong and stable internet connection ( which isn't always guaranteed with WiFi). A good way of testing if the WiFi signal is the problem is to connect the puck using an Ethernet cable to your router, going into the pucks network settings and disabling the WiFi and then rebooting the puck by turning it off at the puck for a minute. 

[kop32]

---

@MarkGoldsmith wrote:

---

@Vikki51 wrote:

I came onto this thread as I was searching for issues related to the same firmware build version. We only got Sky stream a couple of weeks ago as we moved house and couldn't have SkyQ.  We have it connected via ethernet cables and have very fast broadband yet our Sky Stream experience has been very inconsistent and underwhelming.

Sometimes the remotes work, sometimes not. Sometimes we can watch a whole movie without any audio or visual interruption, sometimes we get audio and visual hiccups or the screen goes completely black.

I have tried rebooting and restarting the puck, but no change.

Surely this should not be the Sky Stram experience?

---

@Vikki51 whilst your broadband speed may be fast that's only part of the equation, the stream puck also needs a strong and stable internet connection ( which isn't always guaranteed with WiFi). A good way of testing if the WiFi signal is the problem is to connect the puck using an Ethernet cable to your router, going into the pucks network settings and disabling the WiFi and then rebooting the puck by turning it off at the puck for a minute. 

---

I don't think you're looking at the bigger picture, all other WiFi connected devices NEVER miss a beat, yet, low and behold Sky hardware struggles to keep a stable connection, instead of pointing the finger in the ISP's direction perhaps you should start questioning why Sky are not investing in fit for purpose, state of the art hardware, because, let's face it we pay premium money for their services. 

[MarkGoldsmith]

---

@kop32 wrote:

---

@MarkGoldsmith wrote:

---

@Vikki51 wrote:

I came onto this thread as I was searching for issues related to the same firmware build version. We only got Sky stream a couple of weeks ago as we moved house and couldn't have SkyQ.  We have it connected via ethernet cables and have very fast broadband yet our Sky Stream experience has been very inconsistent and underwhelming.

Sometimes the remotes work, sometimes not. Sometimes we can watch a whole movie without any audio or visual interruption, sometimes we get audio and visual hiccups or the screen goes completely black.

I have tried rebooting and restarting the puck, but no change.

Surely this should not be the Sky Stram experience?

---

@Vikki51 whilst your broadband speed may be fast that's only part of the equation, the stream puck also needs a strong and stable internet connection ( which isn't always guaranteed with WiFi). A good way of testing if the WiFi signal is the problem is to connect the puck using an Ethernet cable to your router, going into the pucks network settings and disabling the WiFi and then rebooting the puck by turning it off at the puck for a minute. 

---

I don't think you're looking at the bigger picture, all other WiFi connected devices NEVER miss a beat, 

---

How other devices work isn't relevant as the fundamental service architecture is different. Practically all other devices you use has local storage and everything you use on that device is run locally from that device. The sky platform is completely different; practically nothing is run locally. The service runs nearly everything from remote servers, and therefore requires a strong and stable internet connection to function correctly. If you instance you are using a mobile phone, you typically won't notice the quick and short network dropout ( perhaps if you are browsing the internet a web page may take slightly longer to load), but if you are watching a video this would likely get enough of the video locally buffered so it will continue playing without any interruption from these dropouts.