Netflix stopped working on main SkyQ box

[SKYPJ]

I have the main SkyQ box and two mini SkyQ boxes. Netflix has stopped working on the main SkyQ box. I can select the app but it just sits with the circle rolling. Same router on all boxes.

[oldfella]

@SKYPJ wrote:

I have the main SkyQ box and two mini SkyQ boxes. Netflix has stopped working on the main SkyQ box. I can select the app but it just sits with the circle rolling. Same router on all boxes.

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Hi @SKYPJ 

Assume you have tried rebooting your main Q box.

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.

[SKYPJ]

Thank you for your reply. I have rebooted but this has not solved the problem.  Everything else other than Netflix is fine on the main box and the mini boxes work fine including the Netfix app. Only on the main box I can select the Netfix app, it seems to try to start the app, the Netfix logo appears as normal but it sits there with a circle rotating underneath it.  Other apps work fine including Amazon, BBC, ITVX etc.  the settings section on the main box show all is fine; network etc. 

[SKYPJ]

I have also just tried the 'Refresh all Apps' which did not fix the problem.   Is odd that the only issue is Netfix on thsi box, all other features seem fine.

[oldfella · Accepted solution]

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@SKYPJ wrote:

I have also just tried the 'Refresh all Apps' which did not fix the problem.   Is odd that the only issue is Netfix on thsi box, all other features seem fine.

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Hi @SKYPJ 

Try a Reset Settings in the main 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.

[SKYPJ]

Hi @oldfella , we are making progress, I have followed your instructions and reset the box.  I was then presented with the login screen for Netflix, but, my password has capital letters and the skyq box Netflix login doesnt offer any option to set a capital letter.  Can you help on this also?

[SKYPJ]

Resolved! thank you @oldfella .  I worked out the capital letter issue, it is the 'up' arrow on the lower left of teh on screen keyboard.  All working again, I really appreciate your assistance.

[Stan1958]

Tried your reset for the Sky Q box get Netflix working and lost all the apps except Peacock, am i suppose to wait for the apps to appear again or is there something else I'm suppose to do?

[SKYPJ]

Hi @Stan1958 , the same happened to me.  I waited and also clicked the Peacock app, to see if it worked, and then all of a sudden, all apps reapeared.

[Stan1958]

Thanks for your help, all apps back and Netflix working.

[cai129]

Absolute junk... two months ive had this issue and its ONLY SKY Q box that Netflix has issues with, complained to sky and they sent me these instructions then blamed Netflix!!