Nothing working on Sky Q

[Brian179]

There was a harddrive issue with old sky q box but satellite signal was being received. Was sent a new box, plugged in wires as normal however nothing is working. Screen says no satellite signal received, home page, recordings, TV guide, on demand all show the error "to use this service you need a satellite signal. Says try again later when I try to update the software. Tried rebooting and resetting and still the same. Viewing card is also paired. Anyone else have this issue before?

[Daniel0210]

@Brian179 
If you’re seeing a “no satellite signal” message check that the connections from the Sky dish going into the back of your Sky Q box are still finger tight. Otherwise it’s very likely a dish misalignment so check the troubleshooting on this link
https://www.sky.com/help/articles/sky-tv-no-satellite-signal-sky-q
It may then give you the opportunity to arrange an engineer to check the alignment of your dish. If it doesn’t you’ll need to contact Sky to book an engineer appointment.

If you are connected to a communal dish you need to liaise directly with your building management company / landlord who will have their approved engineers to contact.

It’s worth noting that:

1 - a misalignment is not necessarily something that will be visible to the naked eye and could only affect one or two channels

2 - a Sky Q box requires a periodic 'Keep alive' signal that is delivered via the satellite so if that isn’t received the box will close down until the satellite signal is restored.

3 - due to the recent storms there’s likely to be a significant delay in getting an appointment. It may be quicker to contact a local satellite company but that would be at your own expense.

[nigea99]

hi @Brian179 

If you  have a communal feed rather than your own dish the chances are that the LNB type is set incorrectly
If this is the case you need to check/change the LNB type to SCR - this is in an engineer's menu

To access it :

press Home
Scroll to Settings - but do not press enter/select at this point
Press 0 0 1 in sequence followed by the Enter/ select button
you should now get the engineer's menu

Select the LNB Type & set to SCR if necessary

After changing the LNB type power down your SKY Q box and restart it for the change to come into effect