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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 StevenEdward This message was authored by: StevenEdward

Re: Sky stream Turn off and on by remote

If this isn't the thread we're supposed to be following moving forward, please post a link to the correct one.

This message was authored by Jporch316 This message was authored by: Jporch316

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

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

@StevenEdward 

This is the right thread 

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43inch and 55 inch Sky Glass & 3 Pucks on virgin media M350 hub 5x. 4 x sky mobile sims. Pretend guitar aficionado .. rock on!
This message was authored by Anonymous This message was authored by: Anonymous

Re: Sky Stream won't switch on after being on standby overnight

I received my Sky Stream puck on Saturday as a replacement for Sky Q and I have exactly the same issue. If I put the Puck into standby with the remote and turn it back on with the remote within 2-3 minutes, it comes back on fine. But as soon as I leave the puck in standby for more than 10 minutes, it doesn't turn back on with the remote and I have to press the button underneath the puck itself, which suggests to me it's an issue with the puck's bluetooth turning off and not picking up the wake up transmission. Changing the network standby option in settings doesn't make a difference, nor does changing the overnight standby option. I've also connected my old Sky Q remote to the puck and it doesn't work with that either, so it's definitely not a remote control issue.

 

I have a replacement puck arriving today, but after reading this thread I'm not confident it will fix the issue.

 

It looks to me like Sky have an issue on their hands here that need to sort out.

This message was authored by Marquinious This message was authored by: Marquinious

I have just received new sky (4 x pucks) but remote controllers are not responding

I have just received new sky stream today with 4 pucks. The remote controllers on the first two I have set up are not responding. First one worked intermittently but has stopped and second won't let me get off the initial "you are ready to go" page. I haven't tried the other two yet 

This message was authored by Kempston This message was authored by: Kempston

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

So this was happening to me on a puck that was delivered last week when I signed up to Sky Stream. I called Sky and told them I wanted a new one, they agreed and it arrived today. I set it up without issue and I even got a spare remote as they sent a new sealed box but told me to only return the puck. Cheers Sky. 

 

Anyway, the new puck works, sort of. I left it turned off for 30 minutes and it turns on with the remote, but the downside is that this only happens via IR, but I'm pretty sure my previous puck wasnt doing that even.

 

It's still not ideal as it means I can only put the puck somewhere that I have a clear line of sight, which means no hiding it behind the television. I was going to do exactly what. But at least I can now turn it on without having to manhandle the puck in order to press the button on the underside of it.

 

Hopefully wake via Bluetooth is something that they fix in an upcoming update. 

 

This message was authored by Spud132 This message was authored by: Spud132

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

I think using it in IR mode will mean you use the voice search functionality though. 

This message was authored by Kempston This message was authored by: Kempston

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

It's worth pointing out that resetting the remote and removing the Bluetooth connection between the remote and puck isn't a requirement as IR works even when in Bluetooth mode.

 

I block the IR transmitter on the remote and press the power button and the puck doesn't turn on. I then point the remote at the puck when and it comes on, I can then use the remote without line of sight and with voice search. 

 

 

This message was authored by Kempston This message was authored by: Kempston

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

@Spud132 nope, see my post above. For me at least IR still works to turn the puck on from standby, even though the Bluetooth pairing between the puck and remote is active and works once the puck powers up.

This message was authored by MarkS2 This message was authored by: MarkS2

Re: I have just received new sky (4 x pucks) but remote controllers are not responding

Try resetting the remote by holding down 4 & 6 for 3 seconds. That should make the infra red part work.  If the remote isn't lighting up when you pick it up then remove the batteries and use a small screwdriver to bend up the recessed + terminals. Ideally clean the battery contacts with some contact cleaner too. Put new batteries in.  If it's still not lighting up then remove the batteries again, get a piece of wire or a paper clip and short across the two terminal nearest the base of the remote. Failing all of that use a Sky Q remote or a universal remote set to emulate a Sky DVR as the puck uses the same IR codes.  This should get you through the set up. 

During set up when prompted press 1 & 3 on the remote to pair the Bluetooth side. This might take a few attempts. Once paired, check you can speak to the puck using the remote.  If not, despair. 

Once all seems to be working you will find you can't turn on the puck using the remote if it's been off for longer than 5 minutes.  This is the bug that we've all been complaining about on this thread. 

It's all a bit rubbish and not cheap rubbish either.

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

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

@Kempston that didn't work me, only when I disabled bluetooth.

This message was authored by Kempston This message was authored by: Kempston

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

Really odd that. No consistency between remotes and pucks.

 

I've just done it again. I put my puck into standby, waited for 10 minutes, blocked the IR transmitter on the end of the remote with my hand, press the power button a handful of times, nothing. Remove my hand and point it at the puck, press the power button, the puck turns on. I then immediately test voice search and block the IR transmitter with my hand for navigating, it works fine showing Bluetooth is working.

 

Sky with some work to do here.

This message was authored by Kempston This message was authored by: Kempston

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

Annoying you can't edit posts on here. 

 

Anyway, it's worth pointing out that Bluetooth being paired doesn't stop the remote IR working otherwise changing volume on a TV wouldn't be possible when the remote is paired to a puck.

 

This is why I'm surprised no one else seems to have the remote turning on their pucks without resetting the remote and removing the Bluetooth pairing.

This message was authored by MarkS2 This message was authored by: MarkS2

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

When I checked with an IR tester, once Bluetooth has been paired only the TV functions work (volume, mute, TV power). The puck commands aren't sent. If it's unpaired then the remote controls both the puck and the TV. 

This message was authored by Kempston This message was authored by: Kempston

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

@MarkS2 That's not the case, or at least for me. Otherwise my remote that is paired to my puck wouldn't bring the puck out of standby whilst at the same time being paired via Bluetooth. 

 

I've also unplugged the power from my TV to ensure the puck isn't being powered up via CEC. It still powers on via direct line of sight OR transmission, but not when I block the transmitter with my hand.

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

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

@MarkS2 - this would point. to it being a remote issue?  Only I tried a Sky Q remote (bluetooth) and the same thing happened.  Curious.

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