Resolved !! Sky Q and Samsung compatibly issue.. READ THIS if you are struggling!

[MrsPBfd]

Wow! First a bit of backstory,  we bought a new Samsung TV, had all our wires channelled in to the chimney so it could be wall mounted , plastered , decorated and got the sparky back for 2nd fix. When we turned the TV on all was good , CCTV ✅, Xbox ✅, DVD player ✅ ... Sky Q ❌ .. nothing , zilch , nada ! Sky was working and had worked on every other TV. Our electrician spent 2 hours troubleshooting, different HDMIs , different ports , different TV , you name it we tried it. So sorry head on line , hundreds of people having /had the same issue, some had even sold their TVs and bought a different brand , loads had replacement Sky Q boxes, lots commented that the old Sky+ boxes worked fine (also looks like there are similar issues with Samsung soundbars) .. anyway I spent an hour on the phone to sky who made us repeat all the same trouble shooting steps we'd already done, the. Wanted to send an engineer (I knew we didn't need one); at this point I was losing my mind , do I leave sky ?, do I sell my TV ? Weeks of backbreaking work pointless as the TV doesn't work (we couldn't return the TV as the box had gone to the tip!) I shouted a lot and even had a cry when it all got too much. Sky referred me to Samsung (looks like many others have been referred that way too) I found it crazy that two massive players in the TV industry havent put their heads together to figure out the issue together. No Known issue seemed to be logged with either company. Samsung did the same trouble shooting , and a couple of more thorough checks (remote accessed the TV) all looked fine, then the lady tells me I need to connect via a Co-Ax aerial??!?!? I haven't used a Co-Ax since the 90's , and mores the point I don't have a be built into my chimney so not a viable option. Anyway the call got cut off and no one rang me back ! I was all ready for giving up. 

Now the fun bit , my husband investigates the skyQ box for signs of a Co-Ax output option , nothing;however , he discovered two rubber blanking plates on the back of the box , bungs into various ports. The first was an Ethernet, the SECOND was a HDMI OUT port. We had never used this port , never knew it existed! We had always used HDMI IN since the sky engineer set us up.. guess what ? Worked straight away !! How can such a widespread horrible issue that has been going on for years be so simple to fix ? , I don't know why Samsung TVs / Soundbars are fussy about the input and frankly, I don't care to understand I'm just glad I found the solution and really hope my experience can save others the issue as I haven't seen anything that suggests checking for this 'hidden' port and it was not in any of the troubleshooting steps I was asked to complete. 

hope this post is easily found and helps someone and if sky are over these threads I really hope this gets added to the trouble shooting steps so staff can actually assist people in future. Even better , get in touch with Samsung and let them know too as you both stand to lose customers over something that is so simple to resolve. 

[oldfella]

Hi @MrsPBfd 

All the latest Q boxes only have one HDMI which is the output.

[MrsPBfd]

Thanks @oldfella  - I don't know if mine is one of the latest versions (I suspect not), we always assumed that ours only had one HDMI port until we found this one behind the rubber plug... it could well be that other people having issues have the same box as us and this may help. Even the name of the port was covered so we never knew any different than to use HDMI IN , which has always worked without any issues. It makes sense to use the OUT port , if you know you have one 🤣🙈

[MrsPBfd]

I believe ours is around 5 years old

[Godfrey]

@MrsPBfd 

Looking at a stock photograph of an early Sky Q receiver reveals the rubber HDMI socket cover correctly located over the HDMI IN socket.

Godfrey.

[MrsPBfd]

Ours had two covers been there since it was set up 5 years ago, they covered the Ethernet and the HDMI out , bet others have the same , such a simple thing? Shame it took so many hours to sus it out x 

[cuke]

This is very strange, never once have I had issues connecting any Samsung tv to any of our Sky main boxes and the out hdmi port being covered also sounds very odd and a hdmi in port could not provide any signal to a tv either..

[MrsPBfd]

I assure you I didn't make it up , all you have to do is Google Samsung / Sky Q connectivity or compatibility issues and you will see plenty have had issues. Also always used the other HDMI port and it did work on all our previous TVs (we've had a few - including another Samsung that worked fine) 

[Godfrey]

Could anybody who still has a Mk1 Sky Q receiver check to see if they are able to get a video image and audio output when they plug their television into the HDMI IN socket, instead of the HDMI output socket.

Godfrey.

[Invisiblename]

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@MrsPBfd wrote:

I assure you I didn't make it up , all you have to do is Google Samsung / Sky Q connectivity or compatibility issues and you will see plenty have had issues. Also always used the other HDMI port and it did work on all our previous TVs (we've had a few - including another Samsung that worked fine) 

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To be clear for others, your post should read "always use the HDMI OUT port"

[cuke]

@MrsPBfd I wasn't suggesting you have made anything up but it is weird issue and result and not one with any of my previous samsung's have I experienced. As for samsungs tv's having connectivity issues, there are far more samsung tv's sold than any other manufacturer's thus they can look as if they have more issues. There were certain hdmi handshake issues that some experienced with Sky boxes but the fix was down to sky to resolve which, with the majority, they have...

[MrsPBfd]

Wow, I only posted here to help others who are struggling. I didn't expect people who are not experiencing issues to read it let alone to start 'sense checking' my post and asking people to check if I'm lying 🤣 .. wish I'd not bothered 

[Invisiblename]

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@MrsPBfd wrote:

Wow, I only posted here to help others who are struggling. I didn't expect people who are not experiencing issues to read it let alone to start 'sense checking' my post and asking people to check if I'm lying 🤣 .. wish I'd not bothered 

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I don't think anyone is suggesting you are lying

[MrsPBfd]

@Invisiblename  - don't get me wrong I'm not going to lose any sleep over it , I only joined to post a potential solution to an issue others may experience but I'm a little surprised Godfrey wants someone else to test if HDMI IN actually works even though I've already said it worked for us for 5 years with no issues, hence me having no idea there was another option - I'd have used HDMI from day one if I knew it was there. I'm not tech savvy at all but even I can see the sense of using the OUT port to send a signal 🤣🙈

[Invisiblename]

@MrsPBfd  I think the request for some more testing is because as HDMI IN worked for you, it suggests that it's not wired as a standard HDMI socket.  I'd be as Keen as @Godfrey  to find out if that port can actually send a signal out.