topic Re: Sky Q installed today - Issues with apps in Sky Q

Sky Q installed today - Issues with apps

Nathan1284 — Sat, 07 Oct 2023 13:43:39 GMT

Hi all,

Had Sky Q installed earlier, main box in the living room + 2 mini boxes. All seemed to go well, setup Paramount+ and Discovery+ without issue.

However things started going wrong after I tried using the apps where I encountered the following issues. For info I have solid internet, full fibre to the premesis, 950mb down, 120mb up. 10ms latency and 0 ploss.

Main Sky Q Box - Living Room

Paramount+ works via the dedicated Paramount+ app, however when I go into Sky Cinema from within the main Sky interface and select Paramount+, all the film thumbnails load, but when I select something I get the message: "Sorry, there are currently no programmes of this type available" and the content doesn't load.

Mini Box 1 - Master Bedroom

When I go into the Apps menu, there are just 4 app to choose from: YouTube, YouTube Kids, Disney+, Peacock.
No Paramount+ or Discovery+ available.
Much like the main box, Paramount+ also doesn't work from within the Sky interface when I go to Sky Cinema.

Mini Box 2 - Extension

Everything works great.
Full apps list, Paramount+ works both from the app itself + via the Sky Cinema option within the Sky UI.

What have I tried so far?

Unplugging the boxes with issues for 30 seconds - Tried this several times, didn't help.
Resetting router.
Resetting and reconnecting to router (BT Home Hub).
Disconnecting everything from the router other than the Sky boxes.

I tried to use 001 + Select from the main menu, but it doesn't seem to load a setup menu for me, just seems to do nothing.

On the verge of cancelling, expected better from Sky, it's literally only been installed 3 hours ago.

Re: Sky Q installed today - Issues with apps

Nathan1284 — Sat, 07 Oct 2023 13:58:08 GMT

Main Sky Q box issues resolved, didn't do anything, just started working. May have been updating in the background.

Bedroom mini box I figured out how to get into the setup menu using 001 and selecting "Refresh Apps" updated the list to show 7 apps now, Netflix now appears, but still no Paramount+ / Discovery+.

Is there some kind of lag post install where things gradually set themselves up?

Re: Sky Q installed today - Issues with apps

PandJ2020 — Sat, 07 Oct 2023 13:59:19 GMT

@Nathan1284 wrote:
I tried to use 001 + Select from the main menu, but it doesn't seem to load a setup menu for me, just seems to do nothing.

You have to be hovering on 'Settings' when doing this.

Check all boxes are on the same software version.

Re: Sky Q installed today - Issues with apps

nigea99 — Sat, 07 Oct 2023 14:01:41 GMT

hi @Nathan1284

Please see this link - the software version should be Q220 (or Q230)

https://www.sky.com/help/articles/apps-on-sky-q-and-glass-basic-checks

When trying to go into the engineers menu - you must make sure you do not press select after navigating to the settings and then press the 0 0 1 Select

Re: Sky Q installed today - Issues with apps

Nathan1284 — Sat, 07 Oct 2023 14:36:37 GMT

All sorted, not sure if app refreshing just takes a bit of time or it was updating to the latest software version, but everything now present and working.

Re: Sky Q installed today - Issues with apps

Laing1 — Sat, 07 Oct 2023 16:17:00 GMT

@Nathan1284 wrote:

All sorted, not sure if app refreshing just takes a bit of time or it was updating to the latest software version, but everything now present and working.

@Nathan1284 yep app refresh can take upto 24 hours to work