Sky Q box stuck on "When the screen goes blank, press home to get started".

[CountMagnus]

Hi,

Can anyone help please.

Can anyone advise on how I can contact Sky. My Sky Q box appers to have failed.

It started to become slow so I turned it on and off.

The screen then got stuck on "When the screen goes blank, press home to get started" and thn resets even 5 minutes or so.

I have tried what it says in this artical https://community.sky.com/t5/Archive/SKYQ-box-stuck-in-startup-loop/td-p/2933282 and here https://helpforum.sky.com/t5/Sky-Q/Blue-screen-press-home-button-when-screen-goes-blank-not-working/...

I am not clear what to do next.

I have spent time looking for a contact number but I keep getting redirected to Sky help and then the forums. The forums all suggest that i need a replacement Sky Q box and to contact sky by phone to arrange this but I can not find any means to contact Sky other than to hope that someone sees this message and can help. me

Thanks for any help that you can provide.

[oldfella · Accepted solution]

Hi @CountMagnus 

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

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

[CountMagnus]

Many Thanks

Tried all of this

Sky Q box won't turn on or is stuck in standby

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. Plug in 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 2.30am and 5:45am. 

Bringing your box out of Eco mode will take a few minutes and if you try to use your Sky Q Mini box before 5:45am, 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.

Any got to the part "Replace your Sky Q box" so have ordered a replacement.

Only think it does not say is about how long it will take to arive. Any ideas ?

Anyway many thanks for your help. 

[oldfella]

@CountMagnus wrote

Any got to the part "Replace your Sky Q box" so have ordered a replacement.

Thats why I said work through the link @CountMagnus 

[Ralst10]

how long did it take to get your Sky Q box? i am having exactly the same issue you had, wont move off that screen and resets every 5 minutes and then it repeats itself.

also do you lose everything that was record on the old box?

[CountMagnus]

Not to long - Quite surprised - Sky did update with progress

[JackBeezie]

This worked for me.

[stephenhpotts2]

If your screen goes blank try plugging in your sky box to a different hdmi port on your tv. This solved my problem on my hisense tv, the port must either have become faulty or it might be recessed slightly too far in the plastic for it to get a reliable connection. Either way my sky q 1tb (older model) box is working fine now.

[stephenhpotts2]

UPDATE:  11 days later and my box stopped working again. Will try and get it replaced.

[stephenhpotts2]

UPDATE: It was the fan, the fan never worked. When you pull out the power cable and plug it back in  the fan should whir up. If it doesn't the fan isn't working.