Sky Stream - Bluetooth won’t turn on my pucks (voice control works via Bluetooth)

[jones294]

I spoke to Sky by phone and they confirmed this is software related and actively being worked on to resolve.

[6MCN]

Had 4 Pucks delivered 4 days ago. 3 seem to be working but one has this issue.  Tried the "fix" as suggested on another post but does not work.

[Kieron1992]

Hi,

this is a major problem & needs to be fixed by sky asap!!

We are an AV company that installs smart systems & in some instances we are placing sky stream behind TVs.

This is huge for us if this is an issue.

please can you fix this ASAP!

[Laing1]

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@Kieron1992 wrote:

Hi,

this is a major problem & needs to be fixed by sky asap!!

We are an AV company that installs smart systems & in some instances we are placing sky stream behind TVs.

This is huge for us if this is an issue.

please can you fix this ASAP!

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@Kieron1992 don't know if you saw the other big thread about this but there are 2 problems try the answer in the thread below as this worked for the majority of people this thread is relating to the people the answer didn't work for 

https://helpforum.sky.com/t5/Sky-Stream/Sky-Stream-Remote-won-t-turn-on-any-of-my-pucks/m-p/4563542#...

[Kieron1992]

Hi,

we saw this & have tried it.

please can you let me know what to do next?

[Padam_Padam]

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@Kieron1992 wrote:

Hi,

we saw this & have tried it.

please can you let me know what to do next?

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There's not a lot you can do until Sky isolate the exact problem and confirm a firmware update to fix it. This rarely happens quickly so you could be waiting a few more days or even weeks. Nobody knows.  

[scoopzuk]

Kieron,

If you are an installer and have servers on any of your sites, whether that's a windows server, NAS running dockers, etc then you can patch it temporarily by sending WakeOnLan commands to the pucks so they never go to sleep/standby.

I posted instructions earlier in this thread on how to do it with an iOS device and whilst it worked, it was annoying for other family members to have to be taught.

I've now got a better solution running on my windows home server/pc using free opensource software from here

I already knew the MAC addresses of each puck and their IP addresses so I added them to the software and ticked the box for "keep alive" 

It's now sending a WOL packet to each sky puck every minute so they never go into standby mode. Not great for the environmental credentials but it works until Sky roll out a firmware fix and the same previous caveat that you'd need to turn CEC or HDMI control off otherwise it'll keep powering on your tv at the same time too.

Please note the above guidance is aimed at experienced installers or home owners with an advanced level of technical knowledge and requires an always on computer on the same network. If you have a NAS, raspberry pi, home assistant box etc you can achieve the same using similar WakeOnLan sceduled pings or keep alives. 

Note for Sky Technicians - the fastest temporary fix for you would be to roll out a firmware update which allowed an option to permanently disable power saving features with a warning that this may increase power consumption etc. That would buy you some time to get to the bottom of why the bluetooth chips are powering down in standby mode on some models.

[Anonymous]

Can we have an update from @Sky (not a superuser) on where they are with this?  It's been a month now!

[Padam_Padam]

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@Anonymous wrote:

Can we have an update from @Sky (not a superuser) on where they are with this?  It's been a month now!

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You need to tag a Sky employee such as @Kelsingra - who commented on the previous page of this thread. 

[Anonymous]

Can we have an update from @Sky @Kelsingra @KevNewMedia (not a superuser) on where they are with this?  It's been a month now!

[Kelsingra]

Hey all,

Thank you for your patience and I apologise that it is taking so long. Our Specialist Teams are still working on the issue and trying to find the root cause. I will let you know as soon as we have more updates.

Thanks,

[Kieron1992]

Hey,

still not really good enough.

the idea behind sky steam was to be able to hide the boxes away. 

now that's gone out the window & you have to have it visible. 

I understand you say they are looking into it, but as everyone has been saying, it's been over a month & taking way to long!!

[Anonymous]

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@Kelsingra wrote:

Hey all,

Thank you for your patience and I apologise that it is taking so long. Our Specialist Teams are still working on the issue and trying to find the root cause. I will let you know as soon as we have more updates.

Thanks,

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That's no new information. Have they been able to recreate the problem? @Kelsingra 

[MarkGoldsmith]

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@Anonymous wrote:

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@Kelsingra wrote:

Hey all,

Thank you for your patience and I apologise that it is taking so long. Our Specialist Teams are still working on the issue and trying to find the root cause. I will let you know as soon as we have more updates.

Thanks,

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That's no new information. Have they been able to recreate the problem? @Kelsingra 

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@Anonymous FYI you are unlikely to get any more information out of Sky, than the "we are (still) investigating" or the "here is a fix/workaround". This seems to be Sky's  policy of dealing with reported issues/problems and is how i've seen all issues reported on this forum dealt with.

[Anonymous]

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@Mr+P+of+Croydon wrote:

I'm still having problems.  We have new TV's and new pucks delivered about a week ago.  They will only start with IR, and then the bluetooth is fine.  We have one TV, unfortunately the best one, which has the TV and sound bar mounted to a chimney breast and the puck plus all the wiring subtly concealed just inside the chimney.  One of the attractions of Stream was the bluetooth remote connectivity.  It is so naff right now  as I have to aim the remote up the chimney and wave it around a bit to turn the puck on.  After that bluetooth works fine.  I have tried to follow the instructions in this thread twice now, the remote firmware verion is 5103.4.2 but it will still only start with IR.

Moderator note: Changed title to reflect topic more.

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Well, that's just not good enough.

Tragically sky have such a monopoly, that despite being on a month-to-month contract, I have no alternative but to wait it out.