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

[Keef1969]

@KevNewMedia - apologies, I confused 'answered' with 'resolved'.  Thank you.,

[Jporch316]

@Keef1969 

This seems to be a relatively new issue that's not affecting all devices. Once there's something to report it will be added to this thread. Hopefully any more users with the same issue will see your thread and the update from @KevNewMedia and not go through all of the troubleshooting and calls to sky. Rest assured that the correct tech help is looking at the issue ......

[Ashhiggs83]

I have the same issue. New customer to Sky, pucks delivered on Tuesday. All 3 of them won't turn on with the remote and so I have to press the button on them. 

[Jporch316]

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@Ashhiggs83 wrote:

I have the same issue. New customer to Sky, pucks delivered on Tuesday. All 3 of them won't turn on with the remote and so I have to press the button on them. 

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Don't do anything drastic issue is being looked into ......

[Whitsend1955]

I have the same problem 2 new pucks received 30/01/24 not turning pucks on from standby

[BigOB]

Same here with a second puck received 1/2/24 - original puck from last year has no problem (both same firmware version etc).

Playing around, I found that if I disabled the 'Bluetooth' on the remote that the puck would fire into life, but then of course you lose the voice function etc - Also noted that holding down the power button on the remote with bluetooth active was  that the Denon AVC would switch 'off' but the puck would not fire up, so some communication must be getting through.

This needs sorting ASAP, else I will be requesting a replacement(s) until I manage to get a working one!!!

[Keef1969]

This works!  It's a workaround for sure but makes it slightly less infuriating. Thank you. 

[SleeRoy]

@BigOB where that setting please? Can't seem to see a booth toggle anywhere. 
glad this thread is getting traction, it's been a battle to prove the picks are the issue, not my setup. I have troubleshot everything so I'm 99.9% confident this is either a really bad batch or a recent software issue that only those with the latest firmware are seeing 

[Whitsend1955]

I called sky support yesterday tam expecting a call back this morning see what they say as a sky customer for over 24 years this is worst system I have had in that time. I am still within the 14 day cooling of period and will cancel sky stream if not resolved.

[BigOB]

I just pressed the 4&6 keys on the remote for 3 seconds odd and after a short pause the puck fired up and was just using the IR mode, as when I tried using voice commands it stated that the remote had to be connected by bluetooth.

I did re-activate the bluetooth again last night (early this morning!) in the vain hope that it might work when I came down later, but still not working so have gone back to IR mode which has worked ok so far - 10 minutes(ish) after putting back to standby.

Just going to leave it for a while now to confirm if it works after a longer period 🤞🏻

[SleeRoy]

@BigOB that's very interesting. For the other members on this thread, could you give us a step by step on what you did, including whether or not the box was on when you pressed 4&6 etc? I assume you did this when it was unresponsive and on standby?

please do let us know if it continues to work - praying this is a viable and lasting workaround 🙏🏽

[Keef1969]

I did it when the box was on.  Pressed 7 & 9 to unpair - then 4 and 6 to set up IR.  You can check by pressing the voice button, if it says ' you need to pair etc,' then you are on IR only.

[Jporch316]

All 

I would hold off calling sky and getting replacement pucks as this does not seem to be fixing the issue. As stated in the post above the issue is being looked at and I doubt the first line cs support would be able to help at the moment 

[Jporch316]

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@BigOB wrote:

Same here with a second puck received 1/2/24 - original puck from last year has no problem (both same firmware version etc).

Playing around, I found that if I disabled the 'Bluetooth' on the remote that the puck would fire into life, but then of course you lose the voice function etc - Also noted that holding down the power button on the remote with bluetooth active was  that the Denon AVC would switch 'off' but the puck would not fire up, so some communication must be getting through.

This needs sorting ASAP, else I will be requesting a replacement(s) until I manage to get a working one!!!

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@BigOB 

If you have time could you try and pair your remote from the original pick to the new puck .... this would check if the issue is with the puck or the remotes as the issue only seems to be affecting hardware received in January ....

[Keef1969]

@Jporch316 - FWIW - I also tried pairing my puck with an old Sky Q remote - the same issue was still there.