Sky Q Apps pixelating

[ellymay122]

 I have the same problem I TVX APP  PRIME APP I f I go to the apps uploaded on the tv the picture is fine

[SD-Stu]

I've been experiencing this issue for months. Is there no other update from sky? Surely they have some idea of root cause by now. 

[Chodley]

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@SD-Stu wrote:

I've been experiencing this issue for months. Is there no other update from sky? Surely they have some idea of root cause by now. 

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If there was / when there is, it would be marked as the "Answer" post.

[JibbaJoy]

I suspect the root cause is software update introduced in mid July ready for the implimentation of Sky's Sports+ streaming service in early August which pushed the original hardware over the its thermal limits. When I first encountered this issue I was able to significantly reduce the pixelation by using a passive cooler on top of the main box. However, being metal it would interfere with the wifi for the mini boxes but it did point to it being a thermal issue. I was going to try a fan assisted system but then I had a replacement box (version 2) and the issue was solved.

Sky can't roll back the update as that would probably break the Sports+ service.

[Chodley]

An easy way to test that theory (at least to disprove but not prove since the thermal theory would need more evidence like - why does my v3 box with internal PSU not have a problem?) would be if anyone who is now on Q230, and there have been some in this thread, can't use sky sports+

I agree it's likely been caused by a change in 270.0.0.10

[stukes]

I have just been sent a new sky q box but made the mistake of leaving the viewing card in the old unit they took away so now waiting for new card and hopefully pixel free

[Clo6]

I ended up buying a firestick just so I can watch without pixelating I shouldn't of had to really but I was sick of it it's weird though Netflix is fine through my sky box so I still watch that through sky it's just amazon prime & Disney they are unwatchable at times ...I would cancel once my contract ends but we already tried BT tv & we didn't like it so went back to sky does anyone recommend any other service provider other than sky or BT? I admit I haven't rang sky & I know i probably should as the more that ring & complain the better but it's the thought of going through all the rigmarole that they are telling everyone else to try that we have already tried & sounds like sending an engineer is a waste of time to.

[HOWARDWWW]

Sky engineer fitted new q box for us yesterday as disk had become corrupted. He said pixilating problem was definitely a software issue that sky were still working on. He maintained that everyone was potentially affected by this irrespective of box versions. Sky are changing boxes where requested by customers but there's no suggestion from them that a change of box will necessarily solve the issue. 

[Chodley]

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@HOWARDWWW wrote:

Sky engineer fitted new q box for us yesterday as disk had become corrupted. He said pixilating problem was definitely a software issue that sky were still working on. He maintained that everyone was potentially affected by this irrespective of box versions. Sky are changing boxes where requested by customers but there's no suggestion from them that a change of box will necessarily solve the issue. 

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And did the new box make any difference to this issue?

[HOWARDWWW]

Haven't tried apps yet. We didn't have a huge problem with the previous box which was the same software and hardware as the new one. We had some pixilation on itvx from time to time and very occasionally on disney+ with the old one although that had seemed to stop of late. Will report back when we've given the new box a thorough look.

[Mark3y]

I just cancelled SKY due to this issue , I just cant lieve with it anymore . I renwed for another 2 years - but just managed to cancel in the cooling off period.

I have 1gb internet and myself and father both have the same issue - decided to run a google this AM and found this forum about the known issue. 

Its sad they cant find a fix but i am not going to wait around. 

[type-r]

Not sure if it's just me but nearly all my apps were signed out yesterday. Apple, Disney, Youtube, Prime, BBC iPlayer... only Netflix survived I think.  Not seen any pixelation since re-signing back in but wasn't suffering from it for last 6 weeks since v2 Q box arrived. 

Software version also appears updated: Q270.000.10.09L (5U193ht).

Not sure if related? 

[Chodley]

Oo interesting, yeah that's a rev on the software version. I've got the same, but just tried Disney+ and hadn't been logged out. Still works fine too (after an inadequate 5 min test)

[Penninepedant]

Please ignore my previous posts in this thread as my subsequent experience has triumphed over my initial ignorance.

Mind you, whether the blame lies with Sky or LG only time will tell.

[AlanB66]

I have recently started noticing artifacts /frozen-frames (?) occuring on playing programs, noticably on Disney+ and Prime (I've not used Netflix for a while), and don't notice it on normal Sky-TV or recordings viewing. 

I've already updated the sky-q software version via settings but this made no difference.

You can see an example of this (videoed using a phone - so sorry not great quality, and I've got rid of the sound) on :  https://1drv.ms/v/s!Ar58ktrJaNcTgbdImE8_pQ7A_IWNKg?e=5ke2SO

Does anyone know how to resolve this?