Sky Q has power but no picture

[Akeithj]

Sky Q has been working perfectly. Tried to switch the TV on this morning using the Sky Q remote and nothing happened. So far I have tried, replacing batteries in remote, re-setting the remote back to factory setting, unplugging Sky Q box for 15 minutes, all to no avail. The Sky Q box powers on and I have the blue light, the standby button is red and it makes no difference if this is pressed or not, still remains red. The TV is indicating there is no signal and will not interact with the Sky Q remote ( will not turn on or off).

Any suggestions please ?

[oldfella · Accepted solution]

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@Akeithj wrote:

Sky Q has been working perfectly. Tried to switch the TV on this morning using the Sky Q remote and nothing happened. So far I have tried, replacing batteries in remote, re-setting the remote back to factory setting, unplugging Sky Q box for 15 minutes, all to no avail. The Sky Q box powers on and I have the blue light, the standby button is red and it makes no difference if this is pressed or not, still remains red. The TV is indicating there is no signal and will not interact with the Sky Q remote ( will not turn on or off).

Any suggestions please ?

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Hi @Akeithj 

Try working through the following link 

https://www.sky.com/help/articles/sky-q-box-wont-turn-on-v2#q-help-articles 

[Akeithj]

Thank you for the tip. I have worked my way through the guide, but the standby button remains a constant red, the colour never changes and despite the box being powered on and appearing ok, there's no connection to the TV as you cannot see any of the Sky settings menus, it's just as if the Sky Q box is stuck in standby and despite following the guidelines it remains so.

I think despite being only about 7 months old the box needs to be replaced, unless anyone else has any alternate suggestions ?

[bob1234]

@AkeithjAs you can see nothing on screen use your TV remote controller to cycle through the HDMI inputs to see if it is not connected to the correct one.

However unfortunately it does sound as though you will have to contact Sky for help and probably a replacement box.

[Akeithj]

Thanks bob1234, already tried that even used a different HDMI port on the TV. Do you know if Sky will charge me for replacing the box, even though it's only 7 months old ?

[bob1234]

@AkeithjThere is no charge even if you needed a new box every week (but I hope you don't)

[oldfella]

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@Akeithj wrote:

Thank you for the tip. I have worked my way through the guide, but the standby button remains a constant red, the colour never changes and despite the box being powered on and appearing ok, there's no connection to the TV as you cannot see any of the Sky settings menus, it's just as if the Sky Q box is stuck in standby and despite following the guidelines it remains so.

I think despite being only about 7 months old the box needs to be replaced, unless anyone else has any alternate suggestions ?

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Hi @Akeithj 

Looks like you need to contact Sky and ask for a replacement Q box.

Sky are responsible for all repairs and replacements (mechanical damage excluded) and so there is no charge

[Akeithj]

Thank you oldfella and bob1234, I will report the fault to Sky

[Rhonny]

@Akeithj

Sorry if you've said this, but have you pressed the power button on the box itself rather than the remote? 

[oldfella]

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@Rhonny wrote:

@Akeithj

Sorry if you've said this, but have you pressed the power button on the box itself rather than the remote? 

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He has if he worked through the link I posted @Rhonny 

[Rhonny]

@oldfella

Ah, of course. 

[big-brother+sees]

This has been happening to me for more than 6 months, at least 4 times a week. I had a new box recently but still get problems. In fact, it has happened 3 times since yesterday afternoon. It is a pain in the rear when recording anything. I am on first name terms with most staff at Sky HQ as I have spoken with them many times.

[Rhonny]

@big-brother+sees

When you say 'this has been happening', can you clarify precisely what is happening and how your equipment is set up/connected? 

[big-brother+sees]

When trying to change channel using the Sky Q remote nothing happens. I can see the picture and hear the sound, but no amount of pressing buttons does anything. This also affects the mini boxes I have. Occasionally, when turning the TV on in the morning I am presented with a blank screen. Again, the Sky Q remote does nothing. The only solution is to unplug the box from the mains, wait a few minutes, plug it back in and go through the reboot procedure. I have been told it could be a software issue, but after installing new software yesterday (on the advice of a Sky engineer) the box has failed again and again.

[clashmanpaul]

I have been searching for a similar issue. I have Sky Q v160. Connected to an onkyo Dolby Atmos amp. Randomly the picture drops and the remote controls stop working. Solution unplug sky box and all is well again. Sky sports sound problems seem to have been fixed watched golf last night with no lag. I have since bought a new tv , disconnected the  onkyo amp, connected sky q directly to tv. New tv has Dolby Atmos feature, when choosing this I get same issue as when connected to Dolby Atmos amp. If I untick the Dolby Atmos selection on tv no problems with picture dropping or remote. Sky answer initially was we do not support third party equipment ,ie Onkyo amp. Also was told as I don't pay for Dolby Atmos they could not offer any discount to my package for the inconvenience of having to reset the sky q box randomly. Currently running tv  without Dolby Atmos until sky provide a software fix.