Issues after latest Software update

[Ellwood127968]

This solution solved my problem too. Thank you so much. Gone from 10 - 15 crashes a day to zero.

sky is still sending an engineer out so let's see what he/she comes up with.

[grog+arson]

Still waiting for my gen1 2TB box to down rev to Q160, tried to force it but no joy as yet. 😞

[Rhonny]

@grog+arson

Are you certain it's a v1..? 

[grog+arson]

@Rhonny It's a 32B064

[davemjj1974]

Hi All,

Bit of radio silence from me on this topic for a couple of weeks as all seemed, well, well! So thought I'd give everyone an update. First couple of days seemed OK, then I got a freeze every odd day, then maybe two, then two every day for the last week. Yesterday was the straw that broke the camels back! it froze 7 times during the day! and this morning it had froze 3 times before 10:30 so I called Sky.

To my astonishment the guy on the phone was really helpful, read through all the past notes and could see I'd tried umpteen things as I'd tried forced software updates and resets again in the past few days. To my amazement he then told me that he could get an engineer to me within 2 hours! and 90 minutes later he was knocking at the door with a nice new Gen3 2Tb box.

Now this is where it get's interesting and what prompted me to post the update. It seems that Sky are having a few issues (to put it mildly) with the 170 update and have stopped rolling it out (pushing that is, you'll still get it if you force one) Gen1's are being rolled back but my Gen2 wouldn't have been. It seems that this is only affecting the 2Tb boxes for some reason. The engineer also told me he has version 180 on his as they test them so my guess is they've put a bunch of fixes in it. The box he gave me is on version 150 and he told me not to force update it as he would expect I would have the same issues again and just to wait for Sky to push the next one to me.

I would say if anyone reading this, that is being fobbed off by Sky to check their WiFi etc., just get them called back and get a replacement. If it seems to settle it will do for a short period and then the problems will come back again and get worse, last night I couldn't even view recordings at one point and had to restart the thing again! I hate to think how many boxes have been replaced as I bet there's loads!

[grog+arson]

@davemjj1974 I've managed to force an update of my gen1 2TB box this evening and I'm now running Q160, let's see whether that fixes the 'program no longer available' messages.

let's hope your new box on Q150 code fixes your issue.

im not holding up much hope that whatever the next version of software is, it will fix the issues, and if it does, it'll probably introduce something else we will need to come up with a workaround for 😉

[LGUser]

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@davemjj1974 wrote:

Now this is where it get's interesting and what prompted me to post the update. It seems that Sky are having a few issues (to put it mildly) with the 170 update and have stopped rolling it out (pushing that is, you'll still get it if you force one) Gen1's are being rolled back but my Gen2 wouldn't have been. It seems that this is only affecting the 2Tb boxes for some reason. The engineer also told me he has version 180 on his as they test them so my guess is they've put a bunch of fixes in it. The box he gave me is on version 150 and he told me not to force update it as he would expect I would have the same issues again and just to wait for Sky to push the next one to me.

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I received a v3 2TB box on September 20. First thing I did after setting it up was to update the firmware. The box is running Q170 with no problem at all. I would say it's safe to update. I had to update as the reason for getting the new box was to have HDR and at Q150, that's not going to happen. If you do hsve a TV that does UHD/HLG then you do want Q170.

[Laing1]

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@davemjj1974 wrote:

Now this is where it get's interesting and what prompted me to post the update. It seems that Sky are having a few issues (to put it mildly) with the 170 update and have stopped rolling it out (pushing that is, you'll still get it if you force one) Gen1's are being rolled back but my Gen2 wouldn't have been. It seems that this is only affecting the 2Tb boxes for some reason. The engineer also told me he has version 180 on his as they test them so my guess is they've put a bunch of fixes in it. The box he gave me is on version 150 and he told me not to force update it as he would expect I would have the same issues again and just to wait for Sky to push the next one to me.

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@davemjj1974 not sure the engineer was exactly right as Sky did roll out Q170 to everyone but they did notice that there could be a possible problem with the firmware on V1 boxes so they rolled back all V1 boxes to the previous firmware Q160..

If they had stoipped the roll out there would have been may people complaining on the forum that they hadn't received the the new firmware which we did not have.

I have a V2 box and not had any problem with it on the Q170 firmware 

[grog+arson]

@Laing1 If its only impacting the Gen1 2TB boxes, and from what I've seen im dubious about that, then they would have had a lot less noise if they had contacted those customer that have one and offered to swap it out. It's almost like they haven't bothered to test Q170 with the Gen1 boxes!

[Laing1]

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@grog+arson wrote:

@Laing1 If its only impacting the Gen1 2TB boxes, and from what I've seen im dubious about that, then they would have had a lot less noise if they had contacted those customer that have one and offered to swap it out. It's almost like they haven't bothered to test Q170 with the Gen1 boxes!

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@grog+arson as the V1 boxes are not capable of HDR they wouldn't just swap them out as they have a fee to upgrade to HDR and they would seriously annoy all the customers who paid that fee to upgrade to HDR.

The reason they rolled the software back is because there is a possible problem.

There are regular forum poster on here that have V1 boxes that didn't have any problems whilst they were on Q170 but I agree if there could be problems for these customers down the line better to go back to a firmware that is know to be fine until they know for definate whether there is a problem or not. 

[cewuk]

That's incorrect. Last engineer that attended to fix my box advised they only replace with HDR compatible boxes, even if the one they are replacing is not.

[Laing1]

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@cewuk wrote:

That's incorrect. Last engineer that attended to fix my box advised they only replace with HDR compatible boxes, even if the one they are replacing is not.

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@cewuk well thats new as we have always been told they will swap like for like where possible so if you have a V1 and it needs replacing then if they have a V1 they will replace it with that if they don't then it will be a V2 or V3

[cewuk]

This was a few months ago.

I asked specifically as I had paid to upgrade to HDR and wanted to ensure I got the same as a replacement - that's when engineer advised they only replace with HDR boxes now.

[rscott]

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@cewuk wrote:

This was a few months ago.

I asked specifically as I had paid to upgrade to HDR and wanted to ensure I got the same as a replacement - that's when engineer advised they only replace with HDR boxes now.

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Could be that they've run out of V1 boxes (or are saving them for specific replacements where only a v1 would work?)

[cewuk]

Maybe, but engineer didn't say was due to stock

issues - just that they always replace with HDR now.