Sky stream remote issue

[At261]

Hello, 

I've run into an issue with my sky stream remote. This time last week I was able to control my Samsung TV through the remote, volume up/down and power on/off. 

Something has now cause the remote to pair with the Bose soundbar (which is connected to the tv via HDMI), rather than the tv itself. I can now turn the volume up and down on the soundbar itself, but not through the TV, so the volume graphic doesn't show on the tv and the I can't power on/off with the sky remote any more.

I've had a replacement remote sent (seems to have paired with the soundbar automatically) and no matter how many times I reset (holding 7 and 9, followed by 1 and 3) nothing seems to be able to get it to control the tv again. I go through the remote set up options 1 to 21 then 1 to 8 after selecting Samsung, and at the end it tells me the tv must be unsupported, which can't be correct. 

Any ideas for how to get the remote to forget/stop controlling the speaker and go back to the tv? The only thing I've not tried is factory reset the puck.... I've reset the speaker even but it seems to pick up the remote again straight away. 

thanks to anyone in advance. 

[Fothergill1]

@At261 To get you some help with this I have escalated your post to the Sky Community Messaging Team who will send you an invitation for an online chat.

The link below explains how the procedure works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.  Note replies from Sky are not instant so you will need to regularly check the chat thread.

[Dazzasky]

---

@At261 wrote:

Hello, 

I've run into an issue with my sky stream remote. This time last week I was able to control my Samsung TV through the remote, volume up/down and power on/off. 

Something has now cause the remote to pair with the Bose soundbar (which is connected to the tv via HDMI), rather than the tv itself. I can now turn the volume up and down on the soundbar itself, but not through the TV, so the volume graphic doesn't show on the tv and the I can't power on/off with the sky remote any more.

I've had a replacement remote sent (seems to have paired with the soundbar automatically) and no matter how many times I reset (holding 7 and 9, followed by 1 and 3) nothing seems to be able to get it to control the tv again. I go through the remote set up options 1 to 21 then 1 to 8 after selecting Samsung, and at the end it tells me the tv must be unsupported, which can't be correct. 

Any ideas for how to get the remote to forget/stop controlling the speaker and go back to the tv? The only thing I've not tried is factory reset the puck.... I've reset the speaker even but it seems to pick up the remote again straight away. 

thanks to anyone in advance. 

---

Same here with my LG TV, last week the Sky remote would control the tv and this week it doesn't work. I have also reset the remote and also the puck and that didn't work either, so not sure what's really going on tbh. 

[Exiled-in-HH]

@Dazzasky due you have a soundbar ... what model?

[Dazzasky]

---

@Exiled-in-HH wrote:

@Dazzasky due you have a soundbar ... what model?

---

My soundbar is a Samsung Q990b @Exiled-in-HH 

[Fothergill1]

@Dazzasky I setup a Samsung Q600C soundbar only yesterday afternoon.  Using the "Control a speaker system" in connected devices I got the Stream remote to work the soundbar with no issues but at the end of the night when I wanted to turn the TV off with the remote it would not work.  I ran through the "Control your TV" process again and everything is now working correctly.

[Dazzasky]

---

@Fothergill1 wrote:

@Dazzasky I setup a Samsung Q600C soundbar only yesterday afternoon.  Using the "Control a speaker system" in connected devices I got the Stream remote to work the soundbar with no issues but at the end of the night when I wanted to turn the TV off with the remote it would not work.  I ran through the "Control your TV" process again and everything is now working correctly.

---

I can control the soundbar no problem, it just won't control the tv speakers or turn off the tv. I've tried resetting several times and it still won't work. It was fine until a few days ago and now nothing. @Fothergill1 

[JamTay]

Same problem here. A few days ago the remote stopped working volume and mute. We have tried a hard reset and gone through the full process but get a message to say our TV is not supported:

Sony KD 55XE7073.

Very frustrating.

[At261 · Accepted solution]

Bit of a fluke but I have managed to get this to work again, below is best attempt at explaining how. 

1. unpaired the sky remote from the soundbar as felt like remembering that was stopping it picking up the tv (no idea if this is the case). Did this by going into the pair with speaker settings, selecting the make (bose) and then going through the 1 to 8 setting and clicking no each time, even though it did work. It stopped working after it changed the setting that was clearly working. 

2. reset remote with 7 and 9.

3. puck off and on again and repaired remote with puck (1 and 3).

4. my Samsung model wasn't coming up still when setting up remote to control tv, even when putting in the model number(though clearly it is supported as it was working). I picked one of the model numbers that started with the same couple of numbers (also for Samsung owners, ditch the first two letters, UE for me), one the 21 settings then worked for me! 

now back to volume and power control. What a ride.... 

[Dazzasky]

---

@At261 wrote:

Bit of a fluke but I have managed to get this to work again, below is best attempt at explaining how. 

1. unpaired the sky remote from the soundbar as felt like remembering that was stopping it picking up the tv (no idea if this is the case). Did this by going into the pair with speaker settings, selecting the make (bose) and then going through the 1 to 8 setting and clicking no each time, even though it did work. It stopped working after it changed the setting that was clearly working. 

2. reset remote with 7 and 9.

3. puck off and on again and repaired remote with puck (1 and 3).

4. my Samsung model wasn't coming up still when setting up remote to control tv, even when putting in the model number(though clearly it is supported as it was working). I picked one of the model numbers that started with the same couple of numbers (also for Samsung owners, ditch the first two letters, UE for me), one the 21 settings then worked for me! 

now back to volume and power control. What a ride.... 

---

Nice shout @At261 however didn't work for me. 

[Dazzasky]

---

@Dazzasky wrote:

---

@At261 wrote:

Bit of a fluke but I have managed to get this to work again, below is best attempt at explaining how. 

1. unpaired the sky remote from the soundbar as felt like remembering that was stopping it picking up the tv (no idea if this is the case). Did this by going into the pair with speaker settings, selecting the make (bose) and then going through the 1 to 8 setting and clicking no each time, even though it did work. It stopped working after it changed the setting that was clearly working. 

2. reset remote with 7 and 9.

3. puck off and on again and repaired remote with puck (1 and 3).

4. my Samsung model wasn't coming up still when setting up remote to control tv, even when putting in the model number(though clearly it is supported as it was working). I picked one of the model numbers that started with the same couple of numbers (also for Samsung owners, ditch the first two letters, UE for me), one the 21 settings then worked for me! 

now back to volume and power control. What a ride.... 

---

Nice shout @At261 however didn't work for me. 

---

I've resolved my issue now, I had lowered down the tv so that it was in line with the soundbar and it blocked the signal from the stream remote. Luckily I can use Alexa to switch off the tv. 😂😂

[Fothergill1]

@Dazzasky I know the feeling.  As per my post 6 above I just setup my Samsung Q600C soundbar with my new Samsung S90C TV and if I put it flush with the TV it annoyingly covers the receiver for the Samsung remote .  Luckily the Stream remote works OK.

[Dunc77]

I turned my tv and box off yesterday when I went out, when I came back I can't get it to turn box on. I've changed batteries but no change

[Tommoxham]

I had this same issue and followed the above tip. Factory reset, re-pair but go through the soundbar (Bose) remote connection options saying no, despite it actually working. That then did disconnect the sound bar, check one. Then when reconnecting my TV (a Samsung) , none of the suggested settings worked when I cycled through the 21 options. What did work though, is I followed that advice of taking off the UE at the front, and just going with the numbers. It didn't find my exact TV as it's quite old, but picked something that was pretty close and it's worked! Hours of pain trying to sort this!!

[RaynerSH]

Had the volume and 'tv turn on/off' issue on my Samsung TV. The above advise of 'remove UE' from searching for TV type was the golden ticket to fixing it. Thank you.