Multi room mini box keeps losing picture on tv, but sound is staying on

[Brijane]

It's happened twice now and I'm getting a bit miffed

Sky multi room mini box just lost the picture but the sound is still playing

Switched box and tv to standby,waited a few minutes and switched back on and get the Home Screen menu with sound and picture

Is the box on the way out, it's about 2 years old I think 

Don't want it to happen in the middle of something good ie film or programme 

Any help please

[oldfella]

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@Brijane wrote:

It's happened twice now and I'm getting a bit miffed

Sky multi room mini box just lost the picture but the sound is still playing

Switched box and tv to standby,waited a few minutes and switched back on and get the Home Screen menu with sound and picture

Is the box on the way out, it's about 2 years old I think 

Don't want it to happen in the middle of something good ie film or programme 

Any help please

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Hi @Brijane 

Box age is largely irrelevant.   My minis are 9 or 10 years old.

First try rebooting the main Q box and then when this is completely back up and running reboot the mini.
To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

Reboot the mini as above.
If the mini still does not connect reliably try a Network Reset on the mini.
Network Reset found in mini Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to WPS with main Q box.
You will be asked to press the WPS button on the main Q box (not the mini as the Network reset will start the mini WPS automatically).

If you are on Sky Broadband and the Router is nearer to the mini than the main box then you can try pressing WPS on the router instead of the main Q box. If you do this make sure you press the Sky router WPS button and not the router reset button. If you have the new Sky Max router then you need to connect the WPS to the main Q box. 

[daniel598ramos]

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@Brijane EZ Pass IL wrote:

It's happened twice now and I'm getting a bit miffed

Sky multi room mini box just lost the picture but the sound is still playing

Switched box and tv to standby,waited a few minutes and switched back on and get the Home Screen menu with sound and picture

Is the box on the way out, it's about 2 years old I think 

Don't want it to happen in the middle of something good ie film or programme 

Any help please

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Hello @Brijane,
It’s likely a temporary glitch rather than full hardware failure — try checking HDMI connections, updating the box software, and rebooting your router. If the issue keeps repeating, contact Sky support for a replacement, since boxes around 2 years old can start showing faults.

Best Regards,
Daniel Ramos

[angiefraggle]

Mine is doing the exact same thing. It's really annnoying. It can't be the connection as everything else is fine, like the sound. The screen just goes black. Mine has being doing it about a week and tried unplugging cables and resetting routers etc, nothing is working.