topic Re: Missing SKY Q Apps even after a new box in Sky Q

Missing SKY Q Apps even after a new box

Painlessjm — Tue, 16 May 2023 11:01:38 GMT

Have no Apps apart from Peacock, like several people on this forum...

I have gone through all posts about missing apps, tried all the guides and chatted to sky tech support over the phone. Even got a new sky q box, tried the guides again and still the same, no apps apart from Peacock.

Can a superuser please escalate this so I can see if this may finaly be sorted! Thanks 🙂

Re: Missing SKY Q Apps even after a new box

SlenderRobert — Tue, 16 May 2023 14:17:07 GMT

@Painlessjm wrote:
Have no Apps apart from Peacock, like several people on this forum...

I have gone through all posts about missing apps, tried all the guides and chatted to sky tech support over the phone. Even got a new sky q box, tried the guides again and still the same, no apps apart from Peacock.

Can a superuser please escalate this so I can see if this may finaly be sorted! Thanks 🙂

Peacock isn't an app - it's a Sky created list of a handful of shows available on demand. All the regular apps are actually hosted on server and aren't actually on the Q box. If your box hasn't made a successful connection to the server then it won't be able to access the apps. Have you successfully connected it to your broadband via WiFi or ethernet? Have you tried fully rebooting the Q box and your router?

Re: Missing SKY Q Apps even after a new box

Painlessjm — Tue, 16 May 2023 14:23:28 GMT

Hi there, thanks for the reply. That explains why it is the only one there, Peacock, not technically an app. Yes, I have tried the router reboot, box reboot. Still no luck.

Re: Missing SKY Q Apps even after a new box

nigea99 — Tue, 16 May 2023 14:30:00 GMT

hi @Painlessjm

New boxes are usually not up to date with the latest software etc.

Please I suggest you make your way through this link to check the software verion & apps on the new box :

Software/Apps Update

Re: Missing SKY Q Apps even after a new box

Painlessjm — Tue, 16 May 2023 14:49:20 GMT

Hi @SlenderRobert I replied in a new post, forgot how these forums work! Though some extra info, do you know if the Sky Q box needs to be able to receive connections inwards as I have connections IN blocked in the router firewall configuration? Thanks again for the replies.

Re: Missing SKY Q Apps even after a new box

Painlessjm — Tue, 16 May 2023 14:54:00 GMT

Thanks @nigea99 I tried the software update guide with the old box, forgot to try it with the new box so will have a go and report back. Will also reset the router to remove any firewall rules that may be blocking the sky q box. Thanks for the help and being patient 🙂

Re: Missing SKY Q Apps even after a new box

Painlessjm — Tue, 16 May 2023 19:13:57 GMT

@nigea99 and @SlenderRobert tried all the given instructions and for good measure went through the other guides and forum suggestions again and reset the router as additional step. Have triggered another app refresh after all that, so will wait for 24 hours as I read that it may take that long. So fingers crossed and I will update my post in the next day or so and thanks again for the help.

Re: Missing SKY Q Apps even after a new box

nigea99 — Tue, 16 May 2023 19:20:27 GMT

@Painlessjm wrote:

@nigea99 and @SlenderRobert tried all the given instructions and for good measure went through the other guides and forum suggestions again and reset the router as additional step. Have triggered another app refresh after all that, so will wait for 24 hours as I read that it may take that long. So fingers crossed and I will update my post in the next day or so and thanks again for the help.

it can take some time - hopefully it will sort itself overnight

Can I just check are you now on Q021 software version ?

Re: Missing SKY Q Apps even after a new box

Painlessjm — Tue, 16 May 2023 19:40:15 GMT

Thanks @nigea99 for the reply, yes, it is the latest software and checked against the firmware list sky has on the help pages as well... It is showing as Q210.000.06.03L.

So will see what happens overnight if anything and report back.

Re: Missing SKY Q Apps even after a new box

Invisiblename — Wed, 17 May 2023 07:02:00 GMT

@Painlessjm wrote:
Thanks @nigea99 for the reply, yes, it is the latest software and checked against the firmware list sky has on the help pages as well... It is showing as Q210.000.06.03L.
So will see what happens overnight if anything and report back.

Have you tried using voice control to run an app? E.g. say "play YouTube". This should run the app & normally the app then appears on the listings. If this works, you can try the same for the others.

Re: Missing SKY Q Apps even after a new box

Painlessjm — Wed, 17 May 2023 07:17:30 GMT

@Invisiblename gave that a go and getting the "to use this service, you need to upgrade your subscription" message, does not load the app. I do have all the needed subscriptions, does Sky need to fix something at their end? @nigea99 @SlenderRobert still no apps appearing from leaving it overnight. It is an odd issue as catch-up works, downloading next episodes and accessing the self service like my account works, which all use the internet connection, so no idea why Apps is having issues. Thanks for the assistance so far 🙂

Re: Missing SKY Q Apps even after a new box

nigea99 — Wed, 17 May 2023 07:26:11 GMT

@Painlessjm wrote:

@Invisiblename gave that a go and getting the "to use this service, you need to upgrade your subscription" message, does not load the app. I do have all the needed subscriptions, does Sky need to fix something at their end? @nigea99 @SlenderRobert still no apps appearing from leaving it overnight. It is an odd issue as catch-up works, downloading next episodes and accessing the self service like my account works, which all use the internet connection, so no idea why Apps is having issues. Thanks for the assistance so far 🙂

Sorry you still have problems. I am not sure what may be causing your problem.

I have now escalated your post to SKY who, hopefully, will be in touch.

Please see this link re the escalation and what you might see:

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

If you are using Safari I believe you must make sure that 'Hide IP adress' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

Re: Missing SKY Q Apps even after a new box

Tom-W19 — Wed, 17 May 2023 12:19:42 GMT

Thanks for escalating. We've sent an invite to Painlessjm.

Re: Missing SKY Q Apps even after a new box

Painlessjm — Thu, 18 May 2023 10:16:49 GMT

Currently waiting another 24 hours to see if the apps appear after the app reset and chatting with @Tom-W19 ...If I have sucess, will provide an update.

Re: Missing SKY Q Apps even after a new box

Addie15 — Fri, 19 May 2023 17:11:23 GMT

Update-We are closing this chat now as this matter has been resolved. If there is anything else we can help you with, please do not hesitate to reach out. Thanks.

Re: Missing SKY Q Apps even after a new box

Painlessjm — Fri, 19 May 2023 17:13:15 GMT

@Tom-W19 worked some voodoo magic at his end of the system and fixed the issue! Worked on the viewing card, refreshing it from Sky systems and sorted the signals that get sent to the box. Thanks @nigea99 , @Invisiblename , @SlenderRobert for the suggestions and help. Thanks @Tom-W19 for fixing the issue 😃 Hope you all have a great weekend.

Re: Missing SKY Q Apps even after a new box

nigea99 — Fri, 19 May 2023 17:23:13 GMT

Glad you are eventually sorted @Painlessjm

Re: Missing SKY Q Apps even after a new box

Mears995 — Mon, 23 Oct 2023 14:01:53 GMT

What was the resolution to this issue? I am currently experiencing the same syptoms with a brand new Sky Q box.

Re: Missing SKY Q Apps even after a new box

LeeM26 — Wed, 13 Dec 2023 17:50:47 GMT

I have completely identical issue to this. Can you help? An engineer is being certain out but I'm almost certain it's an issue with the Sky signal being sent to the viewing card.

Re: Missing SKY Q Apps even after a new box

Laing1 — Wed, 13 Dec 2023 18:53:03 GMT

@LeeM26 wrote:

I have completely identical issue to this. Can you help? An engineer is being certain out but I'm almost certain it's an issue with the Sky signal being sent to the viewing card.

@LeeM26 you could try refreshing the apps in the engineers menu

To enter the engineers menu do the follow
press the home button then scroll down to setting and hi-light
do not press select/enter but press 001 then select this takes you into the engineers menu

scroll down to apps > refresh