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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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This message was authored by Keef1969 This message was authored by: Keef1969

Sky puck(s) won't wake up with the remote

Hi all,  I just changed from Sky Q to Sky Stream.  I have 3 pucks.  When they arrived they wouldn't register so I reset them (pressed the button on the bottom of the puck until the light started flashing orange).  All was well, software updated, I got everything set up on all 3 pucks with no problems.  My issue is that when they go into standby (which is often, Sky is very aggressive about when these go into standby) I cannot wake them up with the remote, only by pressing the button on the bottom of the puck. They are all hard-wired - I have 1Gb fibre to the home (I've also tried with wifi - same problem).  All the remotes work fine when the pucks are on, voice searching etc.  I had a call with Sky and they took me through some troubleshooting, none of which made any difference.  He said I should wait a week or so and they may "settle down".  Anyone else had this and if so is there a fix?  Not being able to turn them on with a remote is a no-no for me, a big step backwards.  TIA.

This message was authored by Deedee36 This message was authored by: Deedee36

Re: Sky puck(s) won't wake up with the remote

Posted by a Superuser, not a Sky employee. Find out more

@Keef1969 have you checked networked standby mode is on

amd overnight power saving turned off

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“Trying to help improve sky glass”
This message was authored by Keef1969 This message was authored by: Keef1969

Re: Sky puck(s) won't wake up with the remote

Hi @Deedee36 - I have indeed but thank you. 🙂 

This message was authored by Keef1969 This message was authored by: Keef1969

Re: Sky puck(s) won't wake up with the remote

I've now performed a factory reset but still nothing.  I've started pinging from a linux machine, when it responds I can turn the puck back on with the remote, when it stops (after 5 minutes) it's unresponsive from the remote.

This message was authored by Chrisee This message was authored by: Chrisee

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

Posted by a Superuser, not a Sky employee. Find out more

@SleeRoy if the remotes will not start the pucks by pressing home then check you have fully removed the parer slip that protected the battery terminals which tears easily.. The power key is a toggle which changes the power state with a short tap so a double tap which is easy to do by mistake turns the unit on then off. A longer press is the command to switch the power on the TV. I find the home key always works whether the remote is linked by Bluetooth or using infra red when not linked.

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
This message was authored by Chrisee This message was authored by: Chrisee

Re: Sky puck(s) won't wake up with the remote

Posted by a Superuser, not a Sky employee. Find out more

@Keef1969 do the pucks start in you use the Home button on the remote?

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
This message was authored by Keef1969 This message was authored by: Keef1969

Re: Sky puck(s) won't wake up with the remote

Hi @Chrisee - No, I tried every button and nothing.  I've also paired up a Sky Q remote - nothing.  Taken the cable out and set up wifi - nothing.  I have a friend with Sky stream - I'm going to take a puck round his and see if it works, then bring his here and see if that works.

This message was authored by Chrisee This message was authored by: Chrisee

Re: Sky puck(s) won't wake up with the remote

Posted by a Superuser, not a Sky employee. Find out more

@Keef1969 sounds like a dead puck if it wont repond to a Q remote. I would call Sky and get it swapped out.

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
SleeRoy
Topic Author
This message was authored by SleeRoy This message was authored by: SleeRoy

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

@Chrisee Thanks for responding. Appreciate that. 

The remotes all work fine once the pucks are manually turned on - so the paper isn't the issue as I opened the back to remove all of them having heard the tear issue happens a lot. 

Neither the home nor the power button - nor any button come to mention it - gives a response. They are all paired fine - just none of them turn on without having to do it manually. Once on, they all work fine. 

It's infuriating. 

This message was authored by Keef1969 This message was authored by: Keef1969

Re: Sky puck(s) won't wake up with the remote

@Chrisee - it's 3 pucks though, surely they can't all be dud?  Same batch maybe?

This message was authored by Chrisee This message was authored by: Chrisee

Re: Sky puck(s) won't wake up with the remote

Posted by a Superuser, not a Sky employee. Find out more

@Keef1969 agree its unusual hence the question about the paper slips in the remotes which is a common issue - remove the remote's back cover and reseat the batteries. However if a Q remote wont work assuming it is unpaired - ie after pressing 7 & 9 together - it points to a puck issue.

 

.

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
This message was authored by Chrisee This message was authored by: Chrisee

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

Posted by a Superuser, not a Sky employee. Find out more

@SleeRoy given there is another post above yours with a similar issue call Sky as they msy have had a dud batch of pucks.

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
This message was authored by Keef1969 This message was authored by: Keef1969

Re: Sky puck(s) won't wake up with the remote

@Chrisee - just to be clear - the remotes work, it's just when the pucks go into standby I can't wake them up with the remote, I have to press the button on the bottom of the puck.  Once I've done that the remotes work fine including voice search.  

SleeRoy
Topic Author
This message was authored by SleeRoy This message was authored by: SleeRoy

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

@Chrisee - thank you, I'll get back onto them now!

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