Sky Stream remote not operating TV or sound bar (but Fire Stick remote does)

[JHWK]

Just set up Sky Stream (new account for us - never had Sky previously). The puck works fine and the remote is able to control Sky services, but we can't get it to turn the TV on/off nor change the volume. We have a Samsung TV with a Sony sound bar, and have a Fire TV stick in another HDMI slot on the TV, the remote for which is able to do all these functions.

So the tv/soundbar combination is working with a device plugged in. Have tried all the Sky options for resetting the remote / searching for the TV settings etc, but without any luck. Any bright ideas would be appreciated!

It's annoying to have to go back to using multiple remotes (I need the Samsung one to change input, the Fire one for sound and the Sky one for programmes, which seems nuts...) Thanks

[Anonymous]

Hi @JHWK 

1. Press and hold 7 and 9 together on your Sky remote for 3 seconds.
2. Press and hold 1 and 3 together for 3 seconds.
3. Follow the instructions on screen.
   
   

This will unpair and repair your remote and should let you go through the TV control setup again.  

Could you give this a go and let us know if it fixes it please? I think this is the step you've already taken but I just want to be sure. 

If it is, can you make sure HDMI Control is enabled in Settings and Power and Startup?

[JHWK]

Hi. Thanks for this but I tried doing this several times, without success. 
It is set up for HDMI control. 

[BenJoBanjo]

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@JHWK wrote:

Hi. Thanks for this but I tried doing this several times, without success. 
It is set up for HDMI control. 

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Is the TV connected to the soundbar via HDMI eARC? If it is and CEC control is turned on in the TV settings then you should just be able to pair the Sky Stream remote to the TV only (not the soundbar) and any volume adjustments will automatically be transferred by the TV to the soundbar. 

[JHWK]

Thanks for this. The sound bar is connected with an optical cable, not an HDMI (the Samsung TV is relatively old so this is the only option for connecting the sound bar).

Our Fire stick seems to work so I don't understand why the Sky puck/remote does not... 

[BenJoBanjo]

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@JHWK wrote:

Thanks for this. The sound bar is connected with an optical cable, not an HDMI (the Samsung TV is relatively old so this is the only option for connecting the sound bar).

Our Fire stick seems to work so I don't understand why the Sky puck/remote does not... 

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Ah, OK. If that's the case then you will need to pair your Sky Stream remote to both the TV and the soundbar. 

The Firestick remote does the same thing - it requires pairing to both the TV it's attached to and any additional soundbars so you must have set it up that way when you got it. 

[JHWK]

Thanks for this. I'll have to investigate how to pair to the sound bar - really can't remember how it worked with the Fire Stick when I set that up a few years ago...

[lettice]

Not sure on your Samsung model.

But we have seen on here, some success from other customers trying the following.

First, on the TV settings for the Sky Stream hdmi port, turn the CEC option off and on.

Then, repair the Sky Stream remote from scratch.

1. Press and hold 7 and 9 together on your Sky remote for 3 seconds.
2. Press and hold 1 and 3 together for 3 seconds.
3. Follow the instructions on screen.

When selecting Samsung during the TV pairing, ignore the model part at the beginning, like UE (just an example) and try all those codes, it can often be 20 or so to try to get a successful one.

[JHWK]

Thanks for this. Tried all those options without success...

[lettice]

What model of Samsung TV is this?

[JHWK]

I'll need to check at home tonight. It's relatively old - has 3 HDMI slots and an optical connection, but not an HDMI soundbar option...

[BenJoBanjo]

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@JHWK wrote:

I'll need to check at home tonight. It's relatively old - has 3 HDMI slots and an optical connection, but not an HDMI soundbar option...

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When you re-pair the Sky Stream remote to the TV you should also get then get the option to set it up to control a soundbar. This is where you need to tell the puck you have a Sony soundbar. It will control it via infra red so will need line of sight between the remote and the soundbar. 

If you successfully manage to pair the remote to your Samsung TV it will allow you to send it to standby with a long press of the standby button, and if you successfully manage to pair it to your Sony Soundbar it will allow volume to be controlled.