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Discussion topic: Sky Stream - Remote won’t turn on any of my pucks!

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This message was authored by SleeRoy This message was authored by: SleeRoy

Sky Stream - Remote won’t turn on any of my pucks!

Hoping someone can help me out here, not getting anywhere fast!

 

I begrudgingly moved from Sky Q (1 main box box and 3 mini boxes) after having to replace my main box 4 times in the last year. I'd had zero issues for 6 years, then one problem after another. 


Anyway.....Sky Stream arrives, 4 pucks, and I went through the setup and update process for each. 
Simple enough. 

Or so I thought. 

No matter what I do, I cannot get the remotes to turn my pucks on, I'm having to manually press the power button on each of the 4 boxes. Each puck is connected to a different model of TV, so it's not the TV that's the issue. 

I have also tried troubleshooting as follows, none of which have resolved the issue:

 

- Full reset of each puck and all 4 have up to date firmware

- All pucks are logged in to my account

- Repairing each remote (which seems to work but only lasts for a few minutes - once turned off and left for a short period of time, lo and behold the problem re-emerges

- I have tried changing the HDMI cables

- I have toggled the HDMI, standby and internet standby settings in the settings menu 

 

Other things I've noticed - not all of them seem to work with the TV powering on and off

 

The puck that has an Ethernet connection when powered on shows a 'no WiFi connection' - despite being hardwired and the WiFi setting being off! 

Honestly, I'm appalled at how poor the user experience is compared to Sky Q. I am awaiting contact from Sky as they claim that this is the first time that they've heard of this problem, which I find hard to believe. 

Really hoping someone from the community has experience and solved this issue, because I'm out of ideas. 

Any help would be massively appreciated - thanks in advance. 


Best Answers
This message was authored by Kelsingra This message was authored by: Kelsingra Answer

Re: Sky Stream - Remote won’t turn on any of my pucks!

Posted by a Sky employee

Hi all,

I am locking this thread as now we have a solution for the problem 😊

 

We've identified the problem as being linked to some remote controls not updating themselves to the expected firmware version. In order for your remote control to pick up the update, you can follow these steps:

  1. Pair your remote control to your puck (by pressing 1 and 3 for 5 seconds).
  2. Once you've seen that the pairing has been successful, switch the puck off at the wall socket.
  3. Plug the puck back in and leave it switched on for a minimum 15 minutes.
  4. Switch the puck off at the wall socket for a second time.
  5. Power the puck back on and continue to use the service, allowing the puck to go into standby as usual overnight.

 

If the troubleshooting steps did not solve the BT remote control issue, please let us know on the new thread here:


https://helpforum.sky.com/t5/Sky-Stream/Sky-Stream-Bluetooth-won-t-turn-on-my-pucks/m-p/4563437#U456...

 

It might be a different problem and we need further investigation for these cases.


Thank you all for letting us know about this bug and helping us to find a resolution for it. 🙂

 

Thanks,

Fanni

Community Moderator

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