SKY Q box live pause issues

[annethered]

My SKY Q box has been doing strange things for the last couple of months. While viewing recording, if the fast forward/reverse function is used the cursor goes back to the beginning of the recording regardless of where we are in the viewing. Also does this on live pause. Also sometimes while viewing the TV screen goes blank. The menu can be called up but the program being viewed is blank. Going up or down a channel and then back to the channel being watched normally fixes it. So the TV is not the issue. I have put new batteries in the SKY remote, rebooted (from power off) the Q box several times and reseated all cables going into the box. Still does all of the above symptoms. Also annoyed that I cannot get help straight away by phone.

[xenon81]

I've noticed the problems with pause/rewind, but it only affects channels that use Sky AdSmart. See the list at https://cdn.adsmartfromsky.co.uk/wp-content/uploads/sites/3/2024/07/ADSMART-CHANNELS_220724.png

Adsmart is a system that replaces some adverts with others that may be more relevent to you based on your location or other factors.

This has worked fine for many years but recently seems to be full of bugs with screens going blank during ad breaks, problems with pause/rewind etc. BBC, ITV and other channels that don't use adsmart are never affected. 

[annethered]

Thanks but not my issue

[lettice]

Sounds like your Sky Q hard drive, needs a reset.
I would suggest doing a hard drive reset as detailed here;

https://www.sky.com/help/sky-tv/sky-tv-q/fixing-sky-q/fixing-recordings-and-downloads/fix-a-problem-...

Take note that resetting your hard drive will delete all:

• Recordings
• Downloads
• Purchases, your buy and keep can be restored again from Sky Store.
• Reminders and series links

[annethered]

Is there any way to save recordings and series links? 

[annethered]

Your solution looks like it will put the SKY Q box back to factory settings so all logins, remote control pairing will be lost. Is this correct? We will have to setup the box again as if it were new?

[xenon81]

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@annethered wrote:

Thanks but not my issue

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It sounds very similar with the screen going blank and cursor jumping back to the start when using pause/rewind. Have you ever seen it happen on BBC/ITV or is it just the likes of Channel 5 and Sky channels?

[Chodley]

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@annethered wrote:

Your solution looks like it will put the SKY Q box back to factory settings so all logins, remote control pairing will be lost. Is this correct? We will have to setup the box again as if it were new?

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Correct

and the hard drive might still completely fail (if that's the root cause)

[annethered]

It happens on any channel which has been recorded or on live pause. Will bite the bullet and reset the box . . . But after my holiday 🙂

[Laing1]

@annethered there are couple of things to try before doing the hard drive reset 

first Have you tried simoply rebooting your main Q box ie
putting your box into Standby then switching it off at the wall for 30 seconds
switch it back on then follow the on screen instructions

if that doesnt help 

You could try resetting the settings in the Q boxes hidden menu.
To enter the hidden menu press the home button and scroll down to settings but do not select settings.
With settings highlighted press 0 0 1 then select
Only Carry out the first Reset being Reset Settings as the others will wipe all recordings.
After the reset you will have to re-pair your remote assuming you are using a bluetooth remote by pressing 1 and 3 together on the remote