Apps not showing on skye box

[Lorna_hilluk]

Lightening hit close to our house a few weeks ago and it completely fried my sky q box (and tv).

i now have a new sky q box, this was installed by an engineer following a lot of issues. Now, the apps are missing from the sky q box, i cannot see any recordings on the sky go app and the sky mini box will not work.

i have spoken to sky a lot and nothing seems to be working.

when i go into settings, the sky go app and mini box are showing a cross and when i click to reactivate (although active on my account) they still do not activate.

i have also tried to reset the apps on the box (from seeing advice on other posts on here), this hasn't worked and apps are still not showing.

i have another engineer visit booked but they can't come for another 2 weeks.

im very much on the verge of cancelling everything as i am really unhappy that it's been nearly 2 months since the lightening hit and i still don't have everything back up and running.

any help would be great.

[oldfella]

Hi @Lorna_hilluk 

First thing to do is a Software Update to make sure the box is on the latest Software.
Home - settings - System info - Highlght Software version and then select Setup and then select Update this box with latest Software.
Any Q box (including minis) may require a manual software update at times.
For example a replacement Q box or mini or any box that is powered off when an update is released.
However bear if mind that when you select Setup (in Setting - System info - Software version) the message received will always be update this box with the latest software even if the box is already on the latest version.
Updating when already on the latest version achieves nothing and the box software is not refreshed.
All Q boxes and minis should be on the same software version.
See following links for latest Software versions and how to update Q software
https://www.sky.com/help/articles/sky-software-updates

https://www.sky.com/help/articles/updating-sky-box-software

[Lorna_hilluk]

i updated both boxes while i was on the phone to the tech team, so both on the same version of software. 

[oldfella]

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@Lorna_hilluk wrote:

i updated both boxes while i was on the phone to the tech team, so both on the same version of software. 

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Hi @Lorna_hilluk 

Try a Reset Settings in the Q box hidden menu.
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Only Carry out the first Reset (Reset Settings) as the other two will wipe all recordings.
After the Reset you will have to re pair your Bluetooth remote If you use one.
If you cannot switch the Q box on with the remote after the Reset press the Standby button (Amber led) on the front of the box.
To re pair the remote press 1 & 3 together on the remote and follow onscreen instructions to re pair.

Make sure that you are pointing the remote at the Q box when you press 1 & 3 together.

Resetting the settings will also reset:

Audio visual settings, such as picture resolution and HDMI control
Settings changed within the hidden engineer menu, include LNB type. If on a communal dish you need to reset the LNB to SCR in the hidden menu. After changing the LNB type you need to reboot the Q box.