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Discussion topic: Sky signal/picture freezing
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Message posted on 07 Jul 2021 11:20 AM
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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 below .
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
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Message posted on 07 Jul 2021 02:02 PM
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Re: Sky signal/picture freezing
Message posted on 07 Jul 2021 02:28 PM
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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
Message posted on 07 Jul 2021 02:34 PM
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Re: Sky signal/picture freezing
@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
Message posted on 07 Jul 2021 03:25 PM
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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
Message posted on 07 Jul 2021 03:30 PM
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Re: Sky signal/picture freezing
@IDHDC Have you tried any of the apps on the TV to see what the picture is like?
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.
Message posted on 07 Jul 2021 03:40 PM
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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.
Message posted on 11 Jul 2021 04:55 PM
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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.
Message posted on 11 Jul 2021 05:48 PM
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Re: Sky signal/picture freezing
If only you'd started by giving the full details of your set-up, we could have helped identify that early on.
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