0

This discussion topic is read only Discussion topic: Sky signal/picture freezing

Reply
This message was authored by: IDHDC

Sky signal/picture freezing

A bit of a strange one which hopefully someone might have a suggested solution to my Sky Q issue.

Moved to Sky Q a couple of months ago with new dish and box installed.  All working fine until a couple of weeks ago when watching Sky and the screen froze, the picture turned a green/red colour with a strange sound coming through the speakers.  The box also appeared to freeze as I was unable to turn the system off.  The only way to correct the problem was to power the box off and restart.  The same issue continued and happening daily and on several occasions.  The box freezing also happens when it is in standby mode as when trying to turn the box on via the remote nothing happens nor can it be powered up from the box itself.  Again the only way to get it to work is to power off and restart. 

Went through the prblem solving steps per the Sky web-site including upadting the software so an engineer came out on 4 July.   The Sky Q box was replaced and the cable connections  changed.  This worked whilst the engineer was here but after a couple of hours the same problem occured with the screen freezing - see picture belowSky Q issue.jpg .

Second engineer cam out 6 July and tested the cabling (no issues identified) and changed the HDMI cable.  Worked fine all of yesterday but came to turn Sky on and the same frozen box problem.  Have turned the power off and on again and same problem persists.

I have another engineer booked for next week but I was wondering if anyone on this forum has had the same issue and whether it has been solved.

Any help appreciated

Locked

This discussion has been locked

Sorry, you can't reply to this discussion as it's been locked by our Community Managers.

Reply

All Replies

This message was authored by: nigea99

Re: Sky signal/picture freezing

Posted by a Superuser, not a Sky employee. Find out more

hi @IDHDC 

 

Have you tried it in a different HDMI input on your TV ?

Avatar for IDHDC
Level 1 icon
Topic Author
This message was authored by: IDHDC

Re: Sky signal/picture freezing

Thanks for the reply @nigea99 .

I've tried all 4 hdmi ports on the TV and had the same problem in all the ports

This message was authored by: nigea99

Re: Sky signal/picture freezing

Posted by a Superuser, not a Sky employee. Find out more

@IDHDC wrote:

Thanks for the reply @nigea99 .

I've tried all 4 hdmi ports on the TV and had the same problem in all the ports


hmmm - I did think it was a long shot.

 

It is strange that you have had more than one SKY box with similar problems. 

 

A very much longer shot - I don't suppose you have another TV (I am guessing it would need to be smallish)  or maybe more practical a computer monitor -  that you could connect to when the freeze happens to prove categorically  it is your SKY box & not the TV

Avatar for IDHDC
Level 1 icon
Topic Author
This message was authored by: IDHDC

Re: Sky signal/picture freezing

Thanks again @nigea99

 

I had thought of trying another TV but they are all attached to walls around the house.  Not thought of the monitor so might give that a try.  If it's the TV then its an expensive decision to be made as the living room tv is only a couple of years old .  Although everything else attached via HDMI works fine

 

Thanks again IDHDC

This message was authored by: GD1

Re: Sky signal/picture freezing

Posted by a Superuser, not a Sky employee. Find out more

@IDHDC Have you tried any of the apps on the TV to see what the picture is like?

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.




Samsung 75" 4K TV, Sky Glass Gen 2 55", Sky Stream, EE FTTC Broadband, Three 5G Broadband (Backup), Sony 7.1 AV Receiver, Technisat MultiSat receiver.
Avatar for IDHDC
Level 1 icon
Topic Author
This message was authored by: IDHDC

Re: Sky signal/picture freezing

Thanks @GD1 

 

Everything else works fine on the TV (Prime, Netflix iPlayer etc.).  I have a on old firestick attached and this works fine as well.

The engineer who came yesterday said that he hadn't seen anything like it before. 

Avatar for IDHDC
Level 1 icon
Topic Author
This message was authored by: IDHDC

Re: Sky signal/picture freezing

Thanks for the help and potential solutions @GD1 and @nigea99.

Turns out the problem was due to the installation of a TP-Link home mesh.  Having researched a bit more online it turns out the Sky Q box and the mesh don't work well together over a wireless connection.  Had to connect the router and Q box with an ethernet cable and turn off wireless on the Q box.  

Now working fine.

This message was authored by: Rhonny

Re: Sky signal/picture freezing

@IDHDC

If only you'd started by giving the full details of your set-up, we could have helped identify that early on. 

Locked

This discussion has been locked

Sorry, you can't reply to this discussion as it's been locked by our Community Managers.

Reply