Q Multiroom box has internet but no MyQ or apps

[claretblue14]

We have one multiroom box upstairs and one main sky Q box downstairs.

The multiroom box upstairs is connected and TV and recordings are all good.

However, there aren't any apps there so can't access Netflix or iPlayer.

On the main box there's an Apps menu item, but it doesn't appear on the multiroom box.

I've also seen that there's no access to MyQ in the menu. It gives the message "To enjoy this service we must have an active connection to the your internet".

There already is a connection to the internet as confirmed in the status and settings menus. 

I'll include images to show what I'm seeing.

Can someone help please? It's so frustrating.

 

 

 

[oldfella]

Hi @claretblue14 

First thing to do is a Software Update to make sure the box is on the latest Software.
Home - settings - System info - Highlght Software version and then select Setup and then select Update this box with latest Software.

Do the main Q box first and then the mini

[claretblue14]

Thanks @oldfella 

I had already done the software update on the main box this morning and just performed the update process on the mini.

I'm still getting the same messages.

To add, and I think this was the same before, but the Kids and Music menu items also suggest that there isn't an active connection to the internet.

[claretblue14]

Also, I've already done the following things...

Everything (box, mini and sky broadband router) has been powered off and unplugged, waited 30secs and switched back on.  

Minibox connection has been reset

Apps have been reset through the hidden menu.

Nothing has made a difference so far.

[oldfella]

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@claretblue14 wrote:

Thanks @oldfella 

I had already done the software update on the main box this morning and just performed the update process on the mini.

I'm still getting the same messages.

To add, and I think this was the same before, but the Kids and Music menu items also suggest that there isn't an active connection to the internet.

---

Hi @claretblue14 

Just double check that Software on both boxes is Q220.............

Then

First try rebooting the main Q box again 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 try another 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.

[claretblue14]

Ok... First check and the main box is on v Q220...

The mini is showing as Q060...

I guess that'll be the issue.

I've already performed software update on the mini.

How can I get this updated?

[oldfella]

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@claretblue14 wrote:

Ok... First check and the main box is on v Q220...

The mini is showing as Q060...

I guess that'll be the issue.

I've already performed software update on the mini.

How can I get this updated?

---

Keep trying the Software Update @claretblue14 

[claretblue14]

Thanks @oldfella, I'll go and do that now.

[claretblue14]

@oldfella  I've updated the minibox 4 times now but the software version isn't changing from Q060.000.28.007 (4vayui8)

Surely if the updates are being implemented, the version number should change?

I just don't want to be here all day continually doing these updates if they're it working.

 

[oldfella]

Hi @claretblue14 

Doesn't look like it is updating.

Try a Reset Settings in the mini 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.

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.

When the mini is back up and running check the software and try updating again if not on Q220....

[claretblue14]

@oldfella Unfortunately, I've done the reset and get everything up and running again, followed by another software update.

The version number still hasn't changed.

I'm just trying yet another software update 🥴

Is a factory reset the next step?

[claretblue14]

Another software update completed, but the version number remains the same. 🤦‍♂️

[oldfella]

---

@claretblue14 wrote:

@oldfella Unfortunately, I've done the reset and get everything up and running again, followed by another software update.

The version number still hasn't changed.

I'm just trying yet another software update 🥴

Is a factory reset the next step?

---

Yes you could try that on the mini @claretblue14 

This will not update the software but may allow the mini to accept an Update.

Before you try the factory reset try the mini recovery procedure in step 4 of the following link

https://www.sky.com/help/articles/sky-q-box-wont-turn-on 

[claretblue14]

Thanks @oldfella, really appreciate the quick responses.

The mini recovery procedure is complete, and another software update attempted but the version number is still the same.

I'm going to try factory reset now.

Beyond that, what are the next steps?  Presumably I'll need a replacement box?

[claretblue14]

Factory reset complete and tbh, it seemed the be the same process as the minibox recovery.

Another software update attempted but still the same.

It appears that its unable to update the software.