Paramount + causes Sky Q box fan to go loud and stay on

[Greased+Lizard]

When watching anything on Paramount + app on Sky Q 2tb box, there is frequent buffering, and then after about 20 minutes, the fan comes on and stays on until the box is physically switched off.

This ONLY happens with Paramount +. Every other streaming app works absolutely fine, without any issues.

I've seen a few other threads like this, but none of them had any solutions.

I've tried the usual, rebooted the router, the Sky Q box, and refreshed the apps, and none of those have worked.

WiFi connection to the sky Q box is good, ran a speed test through Netflix on the Sky Q box and was getting over 62mbps. Netflix, Amazon Prime, Disney+ and Apple TV all work flawlessly, and in 4k (where available).

It seems there's something wrong with the Paramount + app and the way it interacts with certain hardware maybe?

Anything else I can try, or any news on an update to the app/Sky Q firmware?

Sky Q box: Hardware version 32B106, software version Q220,000,23,00L

[oldfella]

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@Greased+Lizard wrote:

When watching anything on Paramount + app on Sky Q 2tb box, there is frequent buffering, and then after about 20 minutes, the fan comes on and stays on until the box is physically switched off.

This ONLY happens with Paramount +. Every other streaming app works absolutely fine, without any issues.

I've seen a few other threads like this, but none of them had any solutions.

I've tried the usual, rebooted the router, the Sky Q box, and refreshed the apps, and none of those have worked.

WiFi connection to the sky Q box is good, ran a speed test through Netflix on the Sky Q box and was getting over 62mbps. Netflix, Amazon Prime, Disney+ and Apple TV all work flawlessly, and in 4k (where available).

It seems there's something wrong with the Paramount + app and the way it interacts with certain hardware maybe?

Anything else I can try, or any news on an update to the app/Sky Q firmware?

Sky Q box: Hardware version 32B106, software version Q220,000,23,00L

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Hi @Greased+Lizard 

Try a Reset Settings in the 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.

[Clark1978]

When I watch paramount + on sky Q it buffers and the box itself makes a terrible noise like the fan in the box is going nuts. The only way to stop it is to turn the box off at the mains. 

[Greenfingers001]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Clark1978]

My sky q box buffers then mashed a loud fan like noise when watching paramount + on the app, the only way to stop it is to turn the box off at the mains power. 

[Addie15]

Update-We are closing this session now due no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[LindaCY]

I have just signed up to paramount plus. When watching there is loud fan noise and buffering. I see this appears to be a known problem. What is solution?

[LindaCY]

Fan makes noise, when watching paramount plus. I've reset box and refreshed apps. As sky have known about this issue for a while, why has it not been sorted?

[Lisa-P1987]

Hi there @LindaCY , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Jemma18287]

Hi I'm having the same issue. When watching paramount + it buffers then the box sounds like it's going to explode. I've reset and unplugged all cables. The box is on its own not near any heat source or tv and well rentilated 

[Daniel0210]

@Jemma18287 

As your issue is the same as that of the OP I’ve escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. Once that appears you have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky are not instant so you’ll need to regularly check the chat thread.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Jemma18287]

Fantastic thanks for your help 

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Jemma18287  an invite to chat.

[Jemma18287]

Hi I did private chat and was told to reset the apps. It did work initially however the same has started to happen again. Can someone please help me again. Thanks 

[L3EDX]

I have the same problem.  Only happens with Paramount Plus and on the main Sky Q box.  Buffering circle also appears a lot.

doesn't go away even after leaving app always have to power off and on the box for fan to return to normal.