topic Re: Sky Q has power but no picture in Archive

Sky Q has power but no picture

Akeithj — Sat, 22 May 2021 12:40:53 GMT

Sky Q has been working perfectly. Tried to switch the TV on this morning using the Sky Q remote and nothing happened. So far I have tried, replacing batteries in remote, re-setting the remote back to factory setting, unplugging Sky Q box for 15 minutes, all to no avail. The Sky Q box powers on and I have the blue light, the standby button is red and it makes no difference if this is pressed or not, still remains red. The TV is indicating there is no signal and will not interact with the Sky Q remote ( will not turn on or off).

Any suggestions please ?

Re: Sky Q has power but no picture

oldfella — Sat, 22 May 2021 12:44:40 GMT

@Akeithj wrote:

Sky Q has been working perfectly. Tried to switch the TV on this morning using the Sky Q remote and nothing happened. So far I have tried, replacing batteries in remote, re-setting the remote back to factory setting, unplugging Sky Q box for 15 minutes, all to no avail. The Sky Q box powers on and I have the blue light, the standby button is red and it makes no difference if this is pressed or not, still remains red. The TV is indicating there is no signal and will not interact with the Sky Q remote ( will not turn on or off).

Any suggestions please ?

Hi @Akeithj

Try working through the following link

https://www.sky.com/help/articles/sky-q-box-wont-turn-on-v2#q-help-articles

Re: Sky Q has power but no picture

Akeithj — Sat, 22 May 2021 13:36:55 GMT

Thank you for the tip. I have worked my way through the guide, but the standby button remains a constant red, the colour never changes and despite the box being powered on and appearing ok, there's no connection to the TV as you cannot see any of the Sky settings menus, it's just as if the Sky Q box is stuck in standby and despite following the guidelines it remains so.

I think despite being only about 7 months old the box needs to be replaced, unless anyone else has any alternate suggestions ?

Re: Sky Q has power but no picture

bob1234 — Sat, 22 May 2021 13:47:56 GMT

@AkeithjAs you can see nothing on screen use your TV remote controller to cycle through the HDMI inputs to see if it is not connected to the correct one.

However unfortunately it does sound as though you will have to contact Sky for help and probably a replacement box.

Re: Sky Q has power but no picture

Akeithj — Sat, 22 May 2021 13:59:26 GMT

Thanks bob1234, already tried that even used a different HDMI port on the TV. Do you know if Sky will charge me for replacing the box, even though it's only 7 months old ?

Re: Sky Q has power but no picture

bob1234 — Sat, 22 May 2021 14:02:55 GMT

@AkeithjThere is no charge even if you needed a new box every week (but I hope you don't)

Re: Sky Q has power but no picture

oldfella — Sat, 22 May 2021 14:12:33 GMT

@Akeithj wrote:

Thank you for the tip. I have worked my way through the guide, but the standby button remains a constant red, the colour never changes and despite the box being powered on and appearing ok, there's no connection to the TV as you cannot see any of the Sky settings menus, it's just as if the Sky Q box is stuck in standby and despite following the guidelines it remains so.

I think despite being only about 7 months old the box needs to be replaced, unless anyone else has any alternate suggestions ?

Hi @Akeithj

Looks like you need to contact Sky and ask for a replacement Q box.

Sky are responsible for all repairs and replacements (mechanical damage excluded) and so there is no charge

Re: Sky Q has power but no picture

Akeithj — Sat, 22 May 2021 15:07:17 GMT

Thank you oldfella and bob1234, I will report the fault to Sky

Re: Sky Q has power but no picture

Rhonny — Sat, 22 May 2021 19:11:11 GMT

@Akeithj

Sorry if you've said this, but have you pressed the power button on the box itself rather than the remote?

Re: Sky Q has power but no picture

oldfella — Sat, 22 May 2021 19:47:05 GMT

@Rhonny wrote:

@Akeithj

Sorry if you've said this, but have you pressed the power button on the box itself rather than the remote?

He has if he worked through the link I posted @Rhonny

Re: Sky Q has power but no picture

Rhonny — Sat, 22 May 2021 19:55:18 GMT

@oldfella

Ah, of course.

Re: Sky Q has power but no picture

big-brother+sees — Sun, 23 May 2021 08:37:22 GMT

This has been happening to me for more than 6 months, at least 4 times a week. I had a new box recently but still get problems. In fact, it has happened 3 times since yesterday afternoon. It is a pain in the rear when recording anything. I am on first name terms with most staff at Sky HQ as I have spoken with them many times.

Re: Sky Q has power but no picture

Rhonny — Sun, 23 May 2021 08:48:56 GMT

@big-brother+sees

When you say 'this has been happening', can you clarify precisely what is happening and how your equipment is set up/connected?

Re: Sky Q has power but no picture

big-brother+sees — Sun, 23 May 2021 10:35:17 GMT

When trying to change channel using the Sky Q remote nothing happens. I can see the picture and hear the sound, but no amount of pressing buttons does anything. This also affects the mini boxes I have. Occasionally, when turning the TV on in the morning I am presented with a blank screen. Again, the Sky Q remote does nothing. The only solution is to unplug the box from the mains, wait a few minutes, plug it back in and go through the reboot procedure. I have been told it could be a software issue, but after installing new software yesterday (on the advice of a Sky engineer) the box has failed again and again.

Re: Sky Q has power but no picture

clashmanpaul — Sun, 05 Sep 2021 04:19:52 GMT

I have been searching for a similar issue. I have Sky Q v160. Connected to an onkyo Dolby Atmos amp. Randomly the picture drops and the remote controls stop working. Solution unplug sky box and all is well again. Sky sports sound problems seem to have been fixed watched golf last night with no lag. I have since bought a new tv , disconnected the onkyo amp, connected sky q directly to tv. New tv has Dolby Atmos feature, when choosing this I get same issue as when connected to Dolby Atmos amp. If I untick the Dolby Atmos selection on tv no problems with picture dropping or remote. Sky answer initially was we do not support third party equipment ,ie Onkyo amp. Also was told as I don't pay for Dolby Atmos they could not offer any discount to my package for the inconvenience of having to reset the sky q box randomly. Currently running tv without Dolby Atmos until sky provide a software fix.

Re: Sky Q has power but no picture

Chrisee — Sun, 05 Sep 2021 06:20:10 GMT

@clashmanpaul if there was a firmware issue there would be multiple reports and as far as I have seen your's is a one off. It is technically unlikely that the audio signal can cause video issues where there are audio issues the sound is cut off but picture remains - audio drop outs are not an uncommon issue. As far as I know the signal paths are separate in the main. Therefore your conclusion that the issue is the audio format could be down to coincidence.. Audio bandwidth is measured in kb/s but video is in the Gb/s see https://developer.dolby.com/blog/dolby-audio-over-hdmi-part-1-codecs/

The most common cause of picture drop out issues is the HDMI cable especially if it is longer than 3m and the Q box is outputting in UHD mode. Many older HDMI cables although marketed as UHD struggle to carry the 12+Gb/s Sky Q requires. It is possible but unlikely that your Q box is faulty but the other common component is your TV where the HDMI port can also struggle with the data rate - some TVs need a specific setting labelled as UHD Color or similar to be selected to handle the extra bandwidth.

To my mind those are fsr more likely to bevthe issue.

Re: Sky Q has power but no picture

Rhonny — Sun, 05 Sep 2021 06:58:37 GMT

@clashmanpaul

Which TV is it? What resolution is your Sky Q box set to? And what are your specific audio settings set to on the TV?

Re: Sky Q has power but no picture

clashmanpaul — Sun, 05 Sep 2021 08:31:20 GMT

The issue is when I have Dolby Atmos selected the picture randomly drops. This has happened with Onkyo rt494 and Hisense Tv when Dolby Atmos is ticked. Never when I just have it unticked or when I didn't connect to the Dolby Atmos amp previously.

Re: Sky Q has power but no picture

clashmanpaul — Sun, 05 Sep 2021 08:33:23 GMT

Thank you, yeah I've done all that with no difference. Every time pucture drops the remotes don't work either never happens if I don't have Dolby Atmos turned on.

Re: Sky Q has power but no picture

McSwuggins — Tue, 12 Oct 2021 16:00:13 GMT

Go to

settings

setup

audio-visual

go to HDMI control and switch it off