Recent issues with Sky q box running slowly and on demand being glitchy

[Ashley871]

Hello. 

Have a fairly old (around 7 yrs) sky q box. Over the last couple of weeks it seems to be running a lot more slowly, even moving between menus and opening apps. 

In addition on demand services seem very glrichy and will either give me a download error or will appear to download but then give sound but a blank black screen (which doesn't even show a pause bar when paused) 

Have tried clearing some memory, and in process of doing a software update, but wondering If anyone else has had similar issues, and roughly what the expected lifespan of a q box is, and if sky would potentially replace it if persistently playing up. 

Don't think it's a connectivity issue as its a wired 1Gb connection which is stable on other devices. 

Thanks in advance for any helpful insights. 

[Ashley871]

Slight update, following pushing a software update my recordings now won't open at all, just have a loading circle and please wait. 

[oldfella]

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@Ashley871 wrote:

Slight update, following pushing a software update my recordings now won't open at all, just have a loading circle and please wait. 

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Hi @Ashley871 

Have you tried rebooting your 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.

[TimmyBGood]

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@Ashley871 wrote:

 wondering If anyone else has had similar issues,

Millions of Q boxes have been distributed over nearly a decade, so yes.

and roughly what the expected lifespan of a q box is,

Some v1 (2016) boxes will still be in use.

and if sky would potentially replace it if persistently playing up. 

Yes, all Q hardware is on loan and replaced free of charge where necessary.

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[Ashley871]

Thank you, yes have tried rebooting the box. Currently cannot access recordings, and trying to click anything in on demand menu g8ves a message saying due to a technical error this service is currently unavailable and kicks me out to the homescreen. Think I may need to call out an engineer and see about a new box. 

But thank you for the suggestion

[oldfella]

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@Ashley871 wrote:

Thank you, yes have tried rebooting the box. Currently cannot access recordings, and trying to click anything in on demand menu g8ves a message saying due to a technical error this service is currently unavailable and kicks me out to the homescreen. Think I may need to call out an engineer and see about a new box. 

But thank you for the suggestion

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Hi @Ashley871 

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.

Failing all this

Work through the following link
https://www.sky.com/help/articles/sky-q-box-wont-turn-on

If you have to order a new Q box this usually means a doorstep swap.
Don’t forget to keep your viewing card from the failed box if you order a replacement.
Also if the box you are replacing is a 2TB there are two versions of power supply. One has a standard C7 (figure of eight) power lead socket in the back of the Q box. The other has a separate power supply. Although this still has the C7 power lead into the power supply there is a multi pin Din power socket in the Q box for connecting the power supply. Make sure that the replacement box has the power supply included if the Q box has the orange coded multi pin din socket in the back of the Q box. See below.