Sky Q Box Crashing

[Convertible+Bond]

Hi, 

I previously had an issue with a Sky Q box crashing. Someone kindly put me in touch directly with Sky and they sent me a new box.

However, the new box they sent also crashes. Can someone put me in touch with them again for a new box?

Examples:

- Sky Q box crashes in Standby mode and will not come out of Standby unless the box is reset at the mains.

- Sky Q box crashes in Standby mode with the fan going at full speed very loudly and will not come out of Standby mode unless the box is reset at the mains.

- Sky Q box crashes while watching live TV. The image will cut out and go blank (TV receives no input from Sky box). The box is unresponsive to any inputs and has to be resolved by a reset at the mains.

- Sky Q box crashes occasionally when trying to use apps such as YouTube, with the exact same symptoms as above.

These are identical issues to what I had with the previous Sky box. It's disappointing to be sent a second box with identical issues. I have tried completing software updates etc. It does not resolve the issue. The crashing happens multiple times a week randomly.

Please can I get some help?

[Laing1]

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@Convertible+Bond wrote:

Hi, 

I previously had an issue with a Sky Q box crashing. Someone kindly put me in touch directly with Sky and they sent me a new box.

However, the new box they sent also crashes. Can someone put me in touch with them again for a new box?

Examples:

- Sky Q box crashes in Standby mode and will not come out of Standby unless the box is reset at the mains.

- Sky Q box crashes in Standby mode with the fan going at full speed very loudly and will not come out of Standby mode unless the box is reset at the mains.

- Sky Q box crashes while watching live TV. The image will cut out and go blank (TV receives no input from Sky box). The box is unresponsive to any inputs and has to be resolved by a reset at the mains.

- Sky Q box crashes occasionally when trying to use apps such as YouTube, with the exact same symptoms as above.

These are identical issues to what I had with the previous Sky box. It's disappointing to be sent a second box with identical issues. I have tried completing software updates etc. It does not resolve the issue. The crashing happens multiple times a week randomly.

Please can I get some help?

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@Convertible+Bond We are unable to escalate this to Sky until tomorrow but to check the Q box is in a well ventilated are and not in an enclosed space and there is nothing stacked on top of it or below it ?

[Convertible+Bond]

Thanks - that is correct. It is well ventilated with plenty of space around it on all sides.

[Laing1]

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@Convertible+Bond wrote:

Thanks - that is correct. It is well ventilated with plenty of space around it on all sides.

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@Convertible+Bond I have escalated this to sky

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Chodley]

Is this a v3 box and is it hard-wired to the router? Just checking something...

[Tom-W19]

Thanks for escalating. We've sent an invite to @Convertible+Bond.

[Convertible+Bond]

Thanks all, appreciate all the help. Will pick this up tomorrow.

It's not hard wired to the router. It uses WiFi. My router is also with Sky. 

The only unusual aspect of my setup is the Sky Q box goes through a Philips Hue Sync box which connects to the TV. But this setup worked fine for three years before this issue!

How do I check if it is a v3 box?

[Chodley]

If it's not hardwired then the v3 thing isn't relevant

[Convertible+Bond]

Hello again, 

Apologies but I'm still having issues here. 

Sky recommended the following: 

1. Unplug the Sky Q box from the Philips Hue Sync box and plug it directly into the TV. Previously the setup was Sky Q > Philips Hue Sync Box > TV. I then changed it to Sky Q > TV, all through HDMI.

2. Change the Standby Mode on the box from Eco to None.

I made these changes but am still having issues with it crashing every now and then.

These are the issues:

1. Box will crash in Standby Mode (to be clear, orange light, not red light). This means the box will display an orange light but not respond to being switched on either using the remote or the box. It has to be reset at mains power to work again. This typically happens a couple of times a week, sometimes a lot more, sometimes not at all.

Some further information:

2. If the box crashes in Standby Mode (orange light) and a recording is scheduled to take place, the recording will not work. The box will display the recording as failing due to a "power cut", even though the box has power applied to it (as the orange light is on).

3. Occasionally other issues happen. For example, the picture will cut out / go black and the box will become unresponsive until the mains power is reset.

4. I've had one instance whereby when going to the Recordings menu, it said "this service is currently unavailable" or something to that extent. It then subsequently crashed in Standby mode later that day.

This is the second box I've had with this issue so understandably Sky are a bit reluctant to send out a third, but equally it does not work properly!

Any advice on what to do here please or can I be put back in touch with Sky? 

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.

[Convertible+Bond]

Hi again, 

Apologies, I spoke to Sky and we did a software update this time. 

Since then it has crashed a few more times in Standby Mode (orange light). Occasionally, after a mains reset, it also is not able to restore the WiFi connection without resetting that as well.

Kindly requesting re-escalation again if possible.

[Tom-W19]

Hi @Convertible+Bond 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Convertible+Bond]

Hi! 

I wanted to provide an update here. After trying a couple of other things, they sent me a third Sky Q box, which has developed exactly the same issue as described before. Sky are sending me an engineer to have a look in a couple of weeks but I am sceptical they will be able to resolve it and clearly it is very unlikely replacing the box again is going to help!

Therefore, I was wondering if anyone here could provide detailed advice, and ideally a detailed list of things I could try to identify and resolve what the problem could be.

I spoke to Sky recently on a call and they told me it could be a power supply issue or alternatively an issue with the satellite signal. I believe both of these are also unlikely as I live in a new build block of flats where the electrics have been exhaustively tested and are very new. I also have no other issues with it. On the satellite signal, I experience no issues and as far as I'm aware, no one else in my building has an issue. 

This makes trying to pinpoint what is causing the problem really challenging. The only thing I seem to be able to replicate is every Sky Q box developing the exact same issue! But I can't find the cause of the issue. Do the Sky Q boxes have any error logging / tracking that someone could access?

If not, please could someone give me some further steps to try or offer any insight into what might be causing this strange behaviour!

The issue is the box crashes in standby mode (orange light) and is unresponsive until a mains reset. Even with the orange light on, the box thinks it has lost power as all recordings fail with the "power cut" reason even though the orange light is on so the box is clearly still getting power!

[Invisiblename]

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@Convertible+Bond wrote:

Hi! 

I wanted to provide an update here. After trying a couple of other things, they sent me a third Sky Q box, which has developed exactly the same issue as described before. Sky are sending me an engineer to have a look in a couple of weeks but I am sceptical they will be able to resolve it and clearly it is very unlikely replacing the box again is going to help!

Therefore, I was wondering if anyone here could provide detailed advice, and ideally a detailed list of things I could try to identify and resolve what the problem could be.

I spoke to Sky recently on a call and they told me it could be a power supply issue or alternatively an issue with the satellite signal. I believe both of these are also unlikely as I live in a new build block of flats where the electrics have been exhaustively tested and are very new. I also have no other issues with it. On the satellite signal, I experience no issues and as far as I'm aware, no one else in my building has an issue. 

This makes trying to pinpoint what is causing the problem really challenging. The only thing I seem to be able to replicate is every Sky Q box developing the exact same issue! But I can't find the cause of the issue. Do the Sky Q boxes have any error logging / tracking that someone could access?

If not, please could someone give me some further steps to try or offer any insight into what might be causing this strange behaviour!

The issue is the box crashes in standby mode (orange light) and is unresponsive until a mains reset. Even with the orange light on, the box thinks it has lost power as all recordings fail with the "power cut" reason even though the orange light is on so the box is clearly still getting power!

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Just a thought, are you plugging your Sky box directly into the wall socket, or are you using any multiway extension sockets?  These can sometimes cause problems.

[Convertible+Bond]

Thanks for the thought! Unfortunately it plugs directly into the wall socket! I will try another wall socket but doubt that will resolve it.