Apps not working

[Sue+LM]

Watching a programme on ITVX yesterday. Screen froze then went blank. Now we can't access any apps (Netflix etc). Have rebooted SkyQ box to no avail. All other programmes are working ....help?

[oldfella · Accepted solution]

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@Sue+LM wrote:

Watching a programme on ITVX yesterday. Screen froze then went blank. Now we can't access any apps (Netflix etc). Have rebooted SkyQ box to no avail. All other programmes are working ....help?

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Hi @Sue+LM 

Have you tried refreshing the Apps in the 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.
Select Apps 
then highlight Refresh all Apps on this box.
You'll see a message that says, 'Your apps are being refreshed'. This will stay on screen until you press Dismiss to return to normal viewing
It’s recommended waiting at least 5 minutes before doing so.

Refresh Apps can take up to 24 hrs to complete .

[Sue+LM]

@oldfella @Just tried this and it comes up with 'there was a problem refreshing your apps ' 🤷🏼‍♀️

[oldfella]

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@Sue+LM wrote:

@oldfella @Just tried this and it comes up with 'there was a problem refreshing your apps ' 🤷🏼‍♀️

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Looks like your Q box does not have internet connection @Sue+LM 

Try resetting the connection.
First reset your broadband router.
If on Sky broadband hold the Reset on the back of the router until the power light flashes green (about 10 seconds). Don't unplug or switch off your router while it resets. The power light will go green when it's done.
If on 3rd party broadband and your router does not have a reset button, reboot it by disconnecting the power lead for 30 secs and then reconnecting.
Wait until the router is completely back and running and then try a Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to connect by WiFi to your router. Even if reset is not listed there is still an option to connect by WiFi to Sky or 3rd party router
If you are on Sky Broadband you will be asked to press the WPS button on the Sky router. (Not on the Q box as the Network reset will start the main Q box WPS automatically). Make sure you press the WPS button on the Sky router and not the reset button.
if you are on 3rd party (non Sky ) broadband then you need to enter the SSID and password for the router 2.4 Ghz WiFi band.

[Sue+LM]

@oldfella Thank you so much! All up and running.....5* response!

[Kitts1]

Hi I have the same problem,  have sky max router,  have switched off at mains etc, still saying no network connection please help, have lost all apps, Netflix,  you tube etc