topic Re: Sky mini box goes blackout and loses connection to Q box in Archive

Sky mini box goes blackout and loses connection to Q box

ClaireSKYbox — Tue, 03 May 2022 01:23:57 GMT

In the last month or so we have been getting problems where our sky mini feed will just freeze for about 5 seconds and then we get a black screen with the message "you can't currently watch TV as there's an issue with the connection between this mini box and the sky q box."

it is becoming more frequent

This can happen when the sky q box is being watched or just when in standby

we have excellent broadband speeds and all boxes are hard wired

any thoughts?

thanks in advance!

Re: Sky mini box goes blackout and loses connection to Q box

oldfella — Tue, 03 May 2022 08:40:46 GMT

Hi @ClaireSKYbox

Who is your broadband supplier and how are the Q boxes hard wired?

Edit

Also have you turned off all Q box WiFi?

Re: Sky mini box goes blackout and loses connection to Q box

ClaireSKYbox — Tue, 03 May 2022 08:57:47 GMT

It is BT - we have a single space in the house for all the AV equipment and the boxes Are sat next to each other's there. The SKY installer connected them all

they have been fine since installation and it is just this past month or so

A reboot always helps but to my mind that is not something that should be required on a regular basis

I am assuming there is a fault in the mini box somehow?

Re: Sky mini box goes blackout and loses connection to Q box

oldfella — Tue, 03 May 2022 09:14:59 GMT

@ClaireSKYbox wrote:

It is BT - we have a single space in the house for all the AV equipment and the boxes Are sat next to each other's there. The SKY installer connected them all

they have been fine since installation and it is just this past month or so

A reboot always helps but to my mind that is not something that should be required on a regular basis

I am assuming there is a fault in the mini box somehow?

Hi @ClaireSKYbox

Just to help understand how are the Q boxes connected to the TV's if they are all located together?

Anyway if all boxes are connected to your BT router either directly or through simple unmanaged Ethernet switches then it's best to turn off all Q WiFi in the Q boxes. There should be zero issues with connectivity when connected by full Ethernet

This is best done with a Network reset on each box starting with the main Q box with the Ethernet connected.

Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to connect wired to third party router. Do not carry out any WPS and wait for the main box to connect by Ethernet . Once it connects then go immediately into the Q box hidden menu and turn off both bands of WiFi. Confirm before exit.

Then carry out a Network reset on each mini with the Ethernet connected.

Again do not carry out any WPS and wait for the mini to connect by Ethernet.

When it does connect go immediately into the hidden menu on the mini and turn off both bands of WiFi. Confirm before exit.