Can no longer access recordings on Sky Q from Sky Go

[Bruce2012]

I have had successful connection to my Sky Q recordings until recently. I have changed nothing to the setup during that time.

The past couple of weeks, when I try to get to the recordings from the upstairs on iPhone or iPad, or macBook, I get the message "Sky Q box not found".

I have rebooted the router and restarted both Sky Q boxes and for a couple of minutes all the recorded material appears - then I get that message again and it is no longer available.

Netflix, Prime Video and the mainstream streaming services work perfectly, so it is the connection between Sky and my mobile devices that is the issue.

I have Community fibre as my broadband service (so many times faster than the Sky broadband it replaced, and a lot cheaper too), with Sky Q on two boxes.

Has anything changed with Sky that would have caused this?  Does anyone have a suggestion or two of what I might try?

Thanks

Bruce

[Greenfingers001]

Hi there @Bruce2012 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Lottie1208 · Accepted solution]

I've had the same problem for a long time and spent hours doing my own troubleshooting, had several phone calls to lots of departments with  Sky. I had completed all the troubleshooting, they advised even though I had done it previously. But I then found some things I hadn't done after perservering searching for a solution on line. And this worked for me! 

- removed Sky Go app (again!) 

- emptied my trash bin of all sky go programmes including installers  

- restarted my Mac Book

- reloaded Sky Go and this time got a pop up box saying allow to connect to other devices on network which I said yes to. (On all previous remove and installs, I never got this prompt, as I wasn't been asked to log in) 

I clicked on recordings and all was good!