topic Re: Viewing card help in Sky Q

Viewing card help

niccraig — Fri, 02 Jun 2023 19:13:20 GMT

My sky q box has all of a sudden started showing a message "please ensure the correct viewing card is inserted with the chip facing up"

I have done the turn off etc and reinsert the card and still no joy. Any ideas of how to resolve this as my 2 additional boxes upstairs are not working I assume because of this.

Re: Viewing card help

Invisiblename — Fri, 02 Jun 2023 20:46:17 GMT

@niccraig wrote:
My sky q box has all of a sudden started showing a message "please ensure the correct viewing card is inserted with the chip facing up"

I have done the turn off etc and reinsert the card and still no joy. Any ideas of how to resolve this as my 2 additional boxes upstairs are not working I assume because of this.

Try removing the card & giving the chip a gentle wipe with a soft cloth. Then reinsert it (chip up) and make sure it clicks in place

Re: Viewing card help

Ggooo — Fri, 02 Jun 2023 21:01:48 GMT

Getting the same random message saying "please insert correct viewing card with the chip facing up".

Tried turning off the power & removed, cleaned & re installed the viewing card but nothing has changed.

Re: Viewing card help

niccraig — Fri, 02 Jun 2023 21:03:01 GMT

Hi tried the various trouble shooting methods many times with the same result "no sky" thanks for the reply though. Think this one is going to be a long dragged out process.

Re: Viewing card help

Laing1 — Sat, 03 Jun 2023 10:30:00 GMT

@niccraig wrote:

My sky q box has all of a sudden started showing a message "please ensure the correct viewing card is inserted with the chip facing up"

I have done the turn off etc and reinsert the card and still no joy. Any ideas of how to resolve this as my 2 additional boxes upstairs are not working I assume because of this.

@niccraig I have escalated this to sky

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Viewing card help

Laing1 — Sat, 03 Jun 2023 10:31:23 GMT

@Ggooo wrote:

Getting the same random message saying "please insert correct viewing card with the chip facing up".

Tried turning off the power & removed, cleaned & re installed the viewing card but nothing has changed.

@Ggooo I have escalated this to sky

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Viewing card help

Addie15 — Sat, 03 Jun 2023 10:34:25 GMT

Hi there! Thank you for escalating this. We have sent an invite to niccraig.

Re: Viewing card help

Ggooo — Sat, 03 Jun 2023 15:43:26 GMT

My problem appears to have been sorted.

I did the card wipe again last night & all returned to normal.

As it happened to 2 totally unrelated users on the same day & around the same time suggests it was probably a software issue or a problem with Sky itself.

I've never removed my viewing card before, didn't even know i had one or where it was, so clearly it wasn't in the wrong way round

Re: Viewing card help

Lisa-P1987 — Tue, 06 Jun 2023 09:10:22 GMT

Update - Spoken to niccraig, after a few checks, we replaced their viewing card 🙂

Re: Viewing card help

Rosie49ames — Thu, 08 Jun 2023 20:32:01 GMT

Same thing has happened to me they sent me a new sky box so I can watch TV now but cannot pause or rewind I guess I need a new viewing card how can I get one as can't get through to a human on the phone

Re: Viewing card help

Laing1 — Fri, 09 Jun 2023 07:03:17 GMT

@Rosie49ames wrote:

Same thing has happened to me they sent me a new sky box so I can watch TV now but cannot pause or rewind I guess I need a new viewing card how can I get one as can't get through to a human on the phone

@Rosie49ames You could try refreshing your viewing card by pressing home > settings > system info > viewing card number > setup > viewing card setup press select to trigger a callback don't worry nothing to do with your phone its only Sky's terminology this will be done over the internet