My sky q box keeps freezing, done it 10 times today.

[AndreaH3]

Sky q box has frozen at least 10 times today. Rang sky for help but nothing worked.  Have switched it off at mains, done an 001 reset, changed hdmi ports. When it freezes the remote wont do anything either. Any ideas as cant get an engineer for 10 days. 

[GD1]

@AndreaH3 As you've followed the usual steps I'm afraid it's just now a case of waiting for the engineer.

[christi-sj]

Hello @AndreaH3 

Sky Q Factory Reset

1. Follow the instructions above to enter the Sky Q service menu.
2. Press down to select "reset" then press the right key to enter the menu.
3. You will now have 3 options to choose from.

Reset Settings: This will reset your Sky Q boxes settings back to their defaults, you will also need to re-pair your Sky Q Touch remote to your Sky Q box. Your Sky Q boxes network setup and any recordings you have made will not be affected.

Reset Hard Drive: This will reformat your Sky Q boxes hard drive, erasing any recordings, downloads, and series links. Your settings and network setup will not be affected.

Factory Reset: This option will reset this Sky Q box back to its factory state. All your recordings, downloads, series links, settings, and network setup on this box will be reset, you will also need to re-pair your Sky Q Touch remote to your Sky Q box. Settings on your Sky Q Mini boxes will not be affected.

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And if the above-given steps don't make any changes, Then the issue lies with the WI-Fi hub which isn't connected properly or paired with the sky Q box. Try to connect it by pressing the WPS button on the hub and as the lights start flashing on the wi-fi hub then press the WPS button on your Sky Q box. And you will see the connection successful. 

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You can go through this link as well 

https://www.sky.com/help/diagnostics/sky-q-permanent-connectivity/basic-checks

If it helped well enjoy the shows, If not get in touch with our technical team who will try to fix it remotely over the call.

Thank you.

[AndreaH3]

Thanks , I have tried the 1st reset, was a bit wary about  trying the other 2. Sky help on phone didnt suggest trying those. You think they will help?

[ozsat]

Is the live tv picture freezing to?

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@AndreaH3 wrote:

Sky q box has frozen at least 10 times today. Rang sky for help but nothing worked.  Have switched it off at mains, done an 001 reset, changed hdmi ports. When it freezes the remote wont do anything either. Any ideas as cant get an engineer for 10 days. 

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[AndreaH3]

Yes the TV screen freezes too, green light stays on q box but nothing works, remote stops working so cant get back to home screen or anything 

[christi-sj]

Hi @AndreaH3 

Work through the following link if you haven't already.

https://www.sky.com/help/articles/sky-q-box-wont-turn-on 

https://www.sky.com/help/diagnostics/sky-q-remotes/fix-remote

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If your Sky Q box won't turn on, is stuck on standby, keeps switching to standby, or is slow to respond, here are a few checks to carry out.

Check for a fault with the Sky Q remote

Press ? on your Sky remote and check that the LED light at the top of your Sky remote flashes.

If the light doesn't flash, there's a problem with your remote. Our Sky Q remote troubleshooting guide will help you get back up and running again.

If your remote does flash, press Home. The standby light on the front of your box should now turn green.

Light on your box still red or amber? Try pressing the standby button on the front of your Sky Q box. If the light now turns green, there's a problem with your remote. If the light stays red or amber, continue with the troubleshooting steps below.

Check for ventilation issues

To keep your box well ventilated:

• Avoid placing the Sky Q box on a carpet or in an enclosed space, such as a closed cabinet. Allow at least 10cm of space above and on all sides of the box vents.
• Don't stack other devices on top of, underneath, or beside your Sky Q box.
• Keep the box away from heat, such as vents on TVs and electronic devices, radiators, and direct sunlight.

Restart your Sky Q box

1. Press standby on your Sky Q remote, then switch off or unplug your box at the mains.
2. Check there are no lights on the front panel of your Sky Q box and all cables are securely connected.
3. Plugin and switch your Sky Q box back on at the mains.
4. Wait for the on-screen instructions to disappear then press Home on your Sky Q remote.

Some features may take up to 5 minutes to return.

Check your standby settings

When your Sky Q box is installed, it's set to Eco. This is the recommended setting as the box consumes less energy by going into low power mode between 2.30 am and 5:45 am. 

Bringing your box out of Eco mode will take a few minutes and if you try to use your Sky Q Mini box before 5:45 am, you may experience connectivity issues. To stop this, you’ll need to switch your standby setting to Active or None.

To change your standby setting:

1. Press Home on your Sky Q remote and select Settings, then Setup.
2. Select Preferences, followed by Standby mode, and select the setting you want.

Complete the recovery procedure

To complete the recovery procedure on your main Sky Q box:

1. Switch the Sky Q box off at the mains.
2. Hold down the standby button on the front of the box, then switch it back on at the mains.
3. Keep the standby button held down until you see alternating red and amber lights on the front of the box. This will start a software update.

If the lights don't show after 30 seconds, repeat steps 1 to 3. If it still doesn't work, you'll need to replace your Sky Q box.

1. The update can take up to 15 minutes, then the box will turn off and go back to a single red light.
2. Your box will restart.
3. After the on-screen messages have disappeared, press Home on your Sky Q remote to switch your box back on.

If the screen freezes on Updating software Step 1 of 2 or Step 2 of 2 instead of going to the start-up screens as expected:

1. Switch the box off at the mains, then back on.
2. When you see the hello start-up screen hold in the standby button on the box, and you should see Updating software step 2 of 2.

Most features will work straight away, but some can take up to 5 minutes

Still can't turn your box on? You'll need to replace your Sky Q box.

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And do check there shouldn't be any X signs, all should be Ticked

Thank you.

[MisterT007]

I have the same problem and have performed numerous tests including those listed below

Sky made an update around 2months ago that affected certain types of Q boxes, a fix was issued but some boxes remain infected. So if the stuff below does not work then contact Sky and it could be a box replacement, remember despite this being wholly a sky fault, you will get charged if you want the engineer at the weekend!!!

[the-dood]

I've had the same problem for months, including after getting a new box. I've read elsewhere that it might be to do with one's Wi-Fi router and which channel you have the Q on. I'm not technical enough to have tried to resolve the problem that way. 
Today my box is virtually unusable 

[H00pla00p]

Not much point in reporting faults here, Sky never resolve snything.

[Laing1]

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@H00pla00p wrote:

Not much point in reporting faults here, Sky never resolve snything.

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@H00pla00p thats because this is a customer to customer forum where customers help each other