Samsung tv and sky q box problems

[KConnor]

So this bloody problem has been ongoing for several months. It happens daily now.

The q box freezes either when watching TV or when turning it on. 

If you are watching TV it goes to a black screen that those little loading circles appear then the message on the TV comes up and says check device power but the box has a green light the q symbol is lit up blue and the box and remote will not responde to touch.

If you are turning the tv on from it being off the same message is the same on the TV but the box has an Amber light and something the q symbol is lit up other times its not but the red recording light is on. Again both the box and the remote will not respond to touch.

The only thing that fixes the issue is turning the power off at the mains and restarting the box.

What we have tried and it didn't fix it

The box is not in eco mode it was tried in both none or active mode

The box (×2), power unit, dish and cabling(×2) have all been changed

Anynet+ is off

Input device manager is off

So I really need people's help I have no idea what to do next

Additional info, all boxes have been 2tb v2 boxes with external power supply, and we have had engineers out 3 times since January with 2 new boxes in that time the issue reappears exactly 4 days after the engineers have been

[KConnor]

So the problem stopped about a week after i made this post, we changed nothing, then this week the problem starts again.

Does anyone know anything about this problem

[The+Fub]

Our Sky Q box was freezing every day also with our brand new Samsung TV.

Our work around.

As you have done ensure your Sky box is not switching off.

Then change your Samsung settings to auto-launch the last app used at switch on ( so you do not switch on into the Samsung home screen)

Ensure you are on Sky before switching off your TV.

[chrisnavigator]

Hi @KConnor 

I've had Samsung Smart TVs and Sky Q for a number of years.  This problem has popped up from time to time and the best solution I found was to reset the TV to factory settings ensuring during setup the TV identifies and connects to the Sky Q box. What I find is that because the TV has its own settings for each connected device these can become corrupted and occasionally the settings cache cleared out and a clean install performed.  It’s a bit of a bind but if you have a Samsung account and save your apps it can make it less of a hassle, even though you still have to log in to each of your apps when you come to use them.  I still get occasional black screen for a couple of seconds even now as Sky Q and Samsung Smart TVs still seem not to have totally resolved their connection issues.

Hope this helps but it’s not entirely fool proof. 

[RobOwl34]

Share your frustration! Had a Samsung QLED for a few months and it's a nightmare! Like you, could not find a fix, then the problem randomly disappeared, now it's back! Waiting for someone to find a fix but my next move will be back to a LG TV. 

[paultm53]

Wish that I'd read this before buying a new, very expensive, Samsung tv! I installed the new Sky Q UHD box and all was fine for two days, then the problems that you describe began. I have ordered a replacement box and am not hopeful that it'll fix the problem, fingers crossed it does though. I will try the fixes described above too. 

[Ducatasti]

Here's a link to another community thread - same issue and a real PITA.  No real answer and you'd think it could be a easily sorted by SKY and Samsung.  I can empathise as the problem has been over a year!   As a platinum member I'm really thinking of Kicking Sky into touch.  My impression of SKY VIP is really its a waste of space.  Rant over

https://helpforum.sky.com/t5/Sky-Q/My-new-Samsung-tv-not-recognising-Sky-Q-box-Says-no-Signal-and-ch...

[cuke]

---

@Ducatasti wrote:

Here's a link to another community thread - same issue and a real PITA.  No real answer and you'd think it could be a easily sorted by SKY and Samsung.  I can empathise as the problem has been over a year!   As a platinum member I'm really thinking of Kicking Sky into touch.  My impression of SKY VIP is really its a waste of space.  Rant over

https://helpforum.sky.com/t5/Sky-Q/My-new-Samsung-tv-not-recognising-Sky-Q-box-Says-no-Signal-and-ch...

---

Not the same issue and this particular one in here is extremely random and not necessarily the tv as it's has yet to be proven.

I've also owned several samsungs, with different Sky boxes, and not once have I experienced this issue. I frequent many AV forums and if this was a Samsung compatibility issue then, given the number of Samsung tv's sold, you'd expect the forums to be full of them, but they aren't at all.

[paultm53]

Well, well,  well! I changed the sky provided (pink) hdmi lead and bought a new one (£8), plugged it in to a different port (3) and everything works fine. Panic over.