topic Re: Lost UHD after box swap out. in Sky Q

Lost UHD after box swap out.

andyJR69 — Wed, 13 Mar 2024 08:27:18 GMT

Hi.

My sky Q box suffered multiple hard drive issues so ive swapped it out for a new one. When i go into set up to set the quality to UHD it says my tv doesn't support UHD! It does and the old sky Q box managed it fine! Any ideas?

Re: Lost UHD after box swap out.

Padam_Padam — Wed, 13 Mar 2024 09:41:03 GMT

@andyJR69 wrote:
Hi.

My sky Q box suffered multiple hard drive issues so ive swapped it out for a new one. When i go into set up to set the quality to UHD it says my tv doesn't support UHD! It does and the old sky Q box managed it fine! Any ideas?

Turn both the TV and the Q box off at the wall for a minute or two then power them both back on. This should hopefully re-engage the HDMI handshake between the two devices.

Re: Lost UHD after box swap out.

MightyQuinn — Wed, 13 Mar 2024 10:20:07 GMT

Hi @andyJR69 What is the hardware version of your new box?

Software or build versions and Sky boxes | Sky Help | Sky.com

Re: Lost UHD after box swap out.

andyJR69 — Wed, 13 Mar 2024 10:47:29 GMT

Hardware is 32B108. The table in the link suggests this is not UHD?

Re: Lost UHD after box swap out.

Padam_Padam — Wed, 13 Mar 2024 10:50:58 GMT

@andyJR69 wrote:
Hardware is 32B108. The table in the link suggests this is not UHD?

Your box is UHD and HDR compatible.

Re: Lost UHD after box swap out.

oldfella — Wed, 13 Mar 2024 10:51:50 GMT

@andyJR69 wrote:

Hardware is 32B108. The table in the link suggests this is not UHD?

Hi @andyJR69

32B1xx is the latest 2 TB box which is UHD/HDR

Re: Lost UHD after box swap out.

andyJR69 — Wed, 13 Mar 2024 10:54:18 GMT

Thanks all. Is it possible that I would get this issue if Sky removed UHD from my subscription/package for some reason?

Re: Lost UHD after box swap out.

cuke — Wed, 13 Mar 2024 10:54:43 GMT

@andyJR69 are you using the same HDMI cable and into the same HDMI port on your tv. Also make sure that input signal plus is on for that port, if you have a samsung.

Re: Lost UHD after box swap out.

andyJR69 — Wed, 13 Mar 2024 11:15:18 GMT

Yeah. When I sent the old box back, I left the HDMI cable in situ so that the new box could be plugged in using the same cable and port on the LG tv. That said, my box is 3-4m from the wall mounted TV which is why I use my own longer hdmi cable rather than the one supplied by sky. This all seemed to work fine with the old box!
I've ordered a new hdmi cable which should be delivered later today to see if that makes a difference.

Re: Lost UHD after box swap out.

oldfella — Wed, 13 Mar 2024 11:26:09 GMT

@andyJR69 wrote:

Yeah. When I sent the old box back, I left the HDMI cable in situ so that the new box could be plugged in using the same cable and port on the LG tv. That said, my box is 3-4m from the wall mounted TV which is why I use my own longer hdmi cable rather than the one supplied by sky. This all seemed to work fine with the old box!
I've ordered a new hdmi cable which should be delivered later today to see if that makes a difference.

Hi @andyJR69

Some Cables over 3 metres can have issues transmitting UHD/HDR.

Using an 8K 48 Mbps at 4 M here

Re: Lost UHD after box swap out.

andyJR69 — Wed, 13 Mar 2024 17:59:33 GMT

New 3m HDMI cable has fixed it! Thanks guys!!