MY Sky Q Box is not working. I have a message on screen saying updating software step 1 of 2.

[toffee+man]

I cannot get to the home page to access settings. Turning everything on and off after a couple of minutes off does nothing to alter it. At the moment I am stuffed.

[oldfella]

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@toffee+man wrote:

I cannot get to the home page to access settings. Turning everything on and off after a couple of minutes off does nothing to alter it. At the moment I am stuffed.

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Hi @toffee+man 

What happens if you reboot as follows:

To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

Maybe you remote needs resetting.

Try completly resetting your Bluetooth remote.
Press 7 & 9 together on the remote until it’s led flashes four times.
Then make sure that you are pointing your remote at the Q box and press 1 & 3 together until the led flashes twice and follow onscreen instructions to re- pair.

[toffee+man]

Thanks for trying but I had already tried both options. Engineer coming tomorrow. I think I need a new box 🤬

[TimmyBGood]

@toffee+man 

"I have a message on screen saying updating software step 1 of 2."

Maybe note that similar messages are sometimes generated by smart TVs, not Q boxes, and require the TV remote to action.

[lettice]

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@TimmyBGood wrote:

@toffee+man 

"I have a message on screen saying updating software step 1 of 2."

Maybe note that similar messages are sometimes generated by smart TVs, not Q boxes, and require the TV remote to action.

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That is a Sky Q update message. 

It is normally solved, when stuck on an update by powering down the Sky Q box and removing power for a few minutes.

On powering back on, it moves on with the update, but can be slow sometimes to complete the update, so be patient. Once the TV goes blank, then is the time to hit your Sky Q home button, if you missed it saying that shortly on the screen after the update is complete..

[toffee+man]

Tried that as well but the update didn't move on. Seems like the q box is frozen.

[bob1234]

@toffee+manDid you have any problem wiith the satellite signal before the update failure as if you have no satellite signal the update will not work and it will just loop.

However whatever the reason time to call Sky out.

[toffee+man]

Not that I am aware of. Sky engineer coming out tomorrow but thank you to everyone who has tried to help me. Really appreciate it.