Sky Go cannot find Sky Q Box

[SamBrooker]

I've had no changes to my network but one day I checked Skygo as I wanted to use my phone as a remote on sky go.

I got the error below. Never had this before.

No Boxes Found

An error occurred and we were unable to find a SkyQ Box.

Tap below to search again.

This error is despite both my phone and the Sky Q box being on the same network. Both on 192.168.0.xxx

On the Sky Q box in setup it asks me to activate Sky Go but it won't, no matter how many times I try.

Sky Q box has been restarted, app deleted and reinstalled.

 

[caesarome]

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@SamBrooker wrote:

On the Sky Q box in setup it asks me to activate Sky Go but it won't, no matter how many times I try. 

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I would say that this will be why the Sky Go app can not see your Sky Q box. 

[SamBrooker]

I agree, not a solution though.

[Sky2]

@SamBrooker is your phone and Q box on the same WiFi, because I don't think they are talking.

[SamBrooker]

Absolutely 100% yes they are. Same SSID, flat network. As is my original post 👍🏼

[Sky2]

@SamBrooker head-scratcher. I've only seen this on a new box set-up.  Please bare with me, but have you deleted skygo from all devices and completed software updates on both main box and Q box (currently a pain in the butt). I can send you a guide, but I don't know you're level of knowledge, and you might think I'm being not very nice (I am really)

[SamBrooker]

I'm a service engineer for an IT MSP so fault finding is my day job.

Software update done on the Sky Q box, App deleted, devices removed, re-installed.

I feel like this is the issue but when I re-activate nothing changes. Just go around in a circle.

[Sky2]

@SamBrooker That's why I ask first 😁 thank you for sharing that screen grab, but it's nothing like my Q box. In the Setting - Status where it gives you Connection to Sk Q box. That's what I get, but I haven't seen a window for signal since Sky + day's. 

All I can think of now is your phone mine is an Apple so 🤞 

I've opened my settings and as you did to conect to SkyQ remote but did you see the slider button for Connect to Sky Q box. 

 

[SamBrooker]

iPhone here.

This worked until a few days ago so not sure why it's suddenly not working.

Standard Sky, put everyone's prices up but give you zero support when things don't work.

Just an AI bot or a forum.

[Sky2]

@SamBrooker preaching to the choir here. The only reason I mentioned my phone was that I had just turned it off when I looked at the setting for you. 

[Sky2]

@SamBrooker , you say Standard Sky, what type of box Sky+ or SkyQ   I know you said SkyQ but I just wanted to check what type of main box.

[SamBrooker]

Sky Q box 1 TB

[Sky2]

@SamBrooker, Sorry for not getting back sooner I didn't get an email notification like I normally do.  To be honest, your screengrab has got me lost.  The only thing I can think of left to do is to check the amount of disk space. I know this might be weird, but years ago, I was told this. You might know this, but as you know, in your job, if it isn't obvious, go to the very beginning. As I was saying, recorded programmes, when deleted, are held on the hard drive ( Recordings- Manage- Deleted). Now, if this is at, say 90%, you will get problems and will need deleting and then going back to square one and doing software updates and rebooting.   

[SamBrooker]

I give up haha.

Reset the network settings on Sky Q box.

hardly any recordings on it.

Same LAN, same SSID. Can ping the box from my iPhone.

No help from Sky. The End 😂

[Sky2]

@SamBrooker The final thing is the dereaded factory reset. The kill or cure of a electronics 🤣🤣🤣🙏