Main Sky Q box keeps freezing

[Chodley]

EE router connected over ethernet?

or no?

[Scotser]

Have you changed the password or settings on your WiFi? This is what caused it with mine. Change back to original.

[AndyD777]

Hi All. I started to have the freezing problem on an old SkyQ box and eventually they sent me a new one. Same problem with the new one so I investigated whether there was an issue with my TV. After checking lots of things, I discovered that it only freezes if I leave the HDMI lead plugged into the TV when I switch the TV off for a couple of hours or more. I've now tested this for a few weeks and it's been absolutely fine as long as I remember to take out the HDMI cable. Occasionally I forget and, yes, the box freezes. I've had the tv about six years now and I've tried various HDMI cables so not sure why there is this issue. 

[Me134]

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@AndyD777 wrote:

Hi All. I started to have the freezing problem on an old SkyQ box and eventually they sent me a new one. Same problem with the new one so I investigated whether there was an issue with my TV. After checking lots of things, I discovered that it only freezes if I leave the HDMI lead plugged into the TV when I switch the TV off for a couple of hours or more. I've now tested this for a few weeks and it's been absolutely fine as long as I remember to take out the HDMI cable. Occasionally I forget and, yes, the box freezes. I've had the tv about six years now and I've tried various HDMI cables so not sure why there is this issue. 

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It seems likely that the various issues since the last Q box update is related to an HDMI handshake issue between the Q box and some makes of TV. Be aware that HDMI cables do carry a small voltage and pulling the cable without turning off both TV and box can cause issues.

The good news is that the new software update is being tested across a small number of users as we speak.

[Wolverine1968]

hi all, I posted a while back about this issue and after seeing how many people were affected on this forum i decided to try the contact centre again, and on this attempt i got hold of someone who knew about the issue (the fact the other seven or so call centre and engineers who visited did not know is anoother bigger issue) but this guy said he was aware and set up an eng call to replace the 2TB box witha 1TB box and the issue has not repeated.... he said they are looking into the code as to why the 2TB boxes are affected but for now - my system is up and working on a 1TB box....

[immy7600]

Hi, i have been having the same issue for about a year. They have changed the box twice, removed the ethernet cable so only running on wifi and it has made no difference.

has anyone resolved this issues

Thanks

[AndyD777]

My current (hopefully temporary) fix is to unplug the hdmi cable when turning off the tv. Works every time. When I occasionally forget, the sky box still locks up. 

[Ken+Storey]

RESOLVED! I had the same problem and had the Q box replaced.  All fine for a while but then recurred. However I found that moving or reseating the cable going into the "sat input 1" socket at the back of the Q box made it come on again without any other action. 
Check your satellite dish cable input to your Q box, it may be a dodgy connection or the cable itself. 

[immy7600]

Thanks will give a try, funny thing is it doesnt happen when watching through the apps (netflix etc) only on sky channels

[Kitten193]

I know others may have tried this but if you go into Settings-Preferences, turn off ECO mode completely and also turn off Smart ECO mode. It may not stay off but for me, this is what is the cause of the problems. As soon as I turned both off my tv came back.

when you have done this, also press the WPS to the right of the Q button. This will restore any sky Q mini boxes. 

I may ask Sky if there is a way to disable the Smart ECO mode as I suspect it's bug ridden, hence the issues. This has helped me, so I hope it helps someone else. 

good luck 

[ianmerseyside]

Same problem is now happening with my box.  I had it replaced about 2 years ago but the new box has frozen 3 times over the last week, once resulting in failed recordings due to "power cut".  The problem is occuring overnight and causes the box to be unresponsive when trying to turn it on the next day.  The only way to resolve is to turn off/on at the mains.  I am wondering if this may be due to the HDMI control, so have now turned this off, along with the eco standby modes.