topic Re: Sky Q Software Update in Sky Q

Sky Q Software Update

Roger+Simonite — Wed, 15 Mar 2023 14:21:32 GMT

My Sky Q hub in the bedroom has stopped working, it said I needed a software update. I followed the instructions and using Settings initiated the software update on the main Sky Q box downstairs. The update was successful, but still the Sky Q hub in the bedroom does not work and still gives the same message

Re: Sky Q Software Update

MightyQuinn — Wed, 15 Mar 2023 14:28:03 GMT

Hi @Roger+Simonite Assuming that by Sky Q Hub you mean Sky Q Mini box you have to update the software on that box as well.

Re: Sky Q Software Update

nigea99 — Wed, 15 Mar 2023 14:29:17 GMT

@Roger+Simonite wrote:

My Sky Q hub in the bedroom has stopped working, it said I needed a software update. I followed the instructions and using Settings initiated the software update on the main Sky Q box downstairs. The update was successful, but still the Sky Q hub in the bedroom does not work and still gives the same message

hi @Roger+Simonite

Can I just check are you referring to a SKY HUB (i.e. boradband router) or a SKY Q mini Box ?

If you do mean mini, was the prompt for a software update definitely from the SKY Mini and not your TV's own firmware ?

Re: Sky Q Software Update

TimmyBGood — Wed, 15 Mar 2023 14:29:10 GMT

@Roger+Simonite wrote:

the Sky Q hub in the bedroom does not work and still gives the same message

Are you sure that's not a message generated by a smart television operating system? These are frequently mistaken for 'messages from Sky' but cannot be actioned or dismissed by a Sky remote: only the television handset can do this.

Re: Sky Q Software Update

Roger+Simonite — Wed, 15 Mar 2023 18:33:11 GMT

I'm referring to the Sky Q Mini, exactly the same problem I've read on many other customers on this forum. The sky controller in the bedroom is unresponsive, the box light is red and will not go green. The message on the screen relates to needing a software update, which I have done

Re: Sky Q Software Update

Roger+Simonite — Wed, 15 Mar 2023 18:38:22 GMT

Re: Sky Q Software Update

Roger+Simonite — Wed, 15 Mar 2023 18:39:20 GMT

As you can see from the photo, the message is generated by Sky

Re: Sky Q Software Update

Roger+Simonite — Wed, 15 Mar 2023 18:42:04 GMT

I'm unable to update the Sky mini, as the screen remains frozen, I'm unable to get to settings

Re: Sky Q Software Update

nigea99 — Wed, 15 Mar 2023 19:02:23 GMT

@Roger+Simonite wrote:

I'm unable to update the Sky mini, as the screen remains frozen, I'm unable to get to settings

hi @Roger+Simonite

I have to admit I haven't seen that before.

The first thing I suggest is to try a full power down restart of the main box

Use the remote to place it into standby mode

Then remove the power to it (either switch off at mains or remove the power plug)

Wait at least 30s

Then re-apply the power & wait for it to fully restart - this may take a few minutes.

When it is fully restarted check the network settings as indicated in the Softwareupdate page it refers to.

If the main box looks fine, then try restarting the mini box.

if that doesn't work - although a very long shot perhaps try the following:

Make sure the main box is on & fully connected.

Take the mini box to the room with your main box and plug into that TV & restart it & see if it moves past that message

Re: Sky Q Software Update

Roger+Simonite — Thu, 16 Mar 2023 12:56:46 GMT

Re: Sky Q Software Update

nigea99 — Thu, 16 Mar 2023 13:01:06 GMT

@Roger+Simonite wrote:

hi @Roger+Simonite

that looks the TV's own firmware prompt & not SKY Q - Try using the TV's own remote

Re: Sky Q Software Update

Roger+Simonite — Thu, 16 Mar 2023 13:00:59 GMT

So I've followed your instructions, after powering down for 30 sec, the Sky Q box did not reboot as normal. The previous photo came up, but the controls do no respond to selecting update now. Clearly this system is no longer functioning correctly, over to you !

Re: Sky Q Software Update

nigea99 — Thu, 16 Mar 2023 13:02:25 GMT

@Roger+Simonite wrote:

So I've followed your instructions, after powering down for 30 sec, the Sky Q box did not reboot as normal. The previous photo came up, but the controls do no respond to selecting update now. Clearly this system is no longer functioning correctly, over to you !

Please see my post that I made just before you posted

Re: Sky Q Software Update

Invisiblename — Thu, 16 Mar 2023 13:05:39 GMT

@Roger+Simonite wrote:
So I've followed your instructions, after powering down for 30 sec, the Sky Q box did not reboot as normal. The previous photo came up, but the controls do no respond to selecting update now. Clearly this system is no longer functioning correctly, over to you !

Try using your TV remote to control what is, obviously, a TV software update

Re: Sky Q Software Update

Roger+Simonite — Thu, 16 Mar 2023 13:45:26 GMT

After completing all of your requests made, the Sky Q Mini, still does not work, stating that a software update is still required. Can I ask that a engineer is requested to attend (FOC) to rectifying the problem, otherwise I will cancel my contract. I have done more than enough to address this issue and now have become very frustrated. Roger

Re: Sky Q Software Update

nigea99 — Thu, 16 Mar 2023 13:52:03 GMT

@Roger+Simonite wrote:

After completing all of your requests made, the Sky Q Mini, still does not work, stating that a software update is still required. Can I ask that a engineer is requested to attend (FOC) to rectifying the problem, otherwise I will cancel my contract. I have done more than enough to address this issue and now have become very frustrated. Roger

Have you tried using your TV remote - that last message is not from the SKY Mini

BTW We are just other customers

Re: Sky Q Software Update

TimmyBGood — Thu, 16 Mar 2023 14:17:33 GMT

@Roger+Simonite wrote:

Can I ask that a engineer is requested to attend (FOC) to rectifying the problem

That probably won't happen: Sky typically resolves hardware issues with Mini boxes through simply swapping them out by doorstep courier delivery. To book this you'll need to have a fault logged which isn't otherwise solvable.

Re: Sky Q Software Update

xenon81 — Thu, 16 Mar 2023 14:11:40 GMT

Even if the Sky Mini box is replaced the TV will still need a software update! 😉

Re: Sky Q Software Update

Chodley — Thu, 16 Mar 2023 15:19:27 GMT

@Roger+Simonite wrote:
After completing all of your requests made, the Sky Q Mini, still does not work, stating that a software update is still required. Can I ask that a engineer is requested to attend (FOC) to rectifying the problem, otherwise I will cancel my contract. I have done more than enough to address this issue and now have become very frustrated. Roger

Which of your previous screen photos is happening now?

Because your 2nd photo is nothing to do with Sky, it shows a TV firmware update being needed, with a working Sky signal/image behind it. It looks like a different TV, is that the main Q box?

Re: Sky Q Software Update

Invisiblename — Thu, 16 Mar 2023 16:47:39 GMT

@Roger+Simonite wrote:
After completing all of your requests made, the Sky Q Mini, still does not work, stating that a software update is still required. Can I ask that a engineer is requested to attend (FOC) to rectifying the problem, otherwise I will cancel my contract. I have done more than enough to address this issue and now have become very frustrated. Roger

You are not talking to Sky, we are all fellow users trying to help you. As advised TWICE, the TV software update can only be accepted if you use your TV remote.