Sky Q Mini Disconnecting Daily

[Dollysmum2]

Between 2am and 6am the mini box either wants to reconnect to Wi-Fi (and constantly fails) tries to update software (and fails) or reactivates the connection to the main box and fails. Every day I have to unplug from the mains, wait, switch back on to get the mini box to reconnect.  Sometimes it can take half an hour to have it working.   Also when returning from a menu to the programme I get a blank screen and no sound for several seconds (also randomly happens).  This has been getting progressively worse for months, but is now daily. Sky installed equipment around 8 years ago and nothing has been moved or changed other than main box swapped two days ago due to isdue with hard drive and problem persists. I'd love to get this fixed!

[oldfella · Accepted solution]

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@Dollysmum2 wrote:

Between 2am and 6am the mini box either wants to reconnect to Wi-Fi (and constantly fails) tries to update software (and fails) or reactivates the connection to the main box and fails. Every day I have to unplug from the mains, wait, switch back on to get the mini box to reconnect.  Sometimes it can take half an hour to have it working.   Also when returning from a menu to the programme I get a blank screen and no sound for several seconds (also randomly happens).  This has been getting progressively worse for months, but is now daily. Sky installed equipment around 8 years ago and nothing has been moved or changed other than main box swapped two days ago due to isdue with hard drive and problem persists. I'd love to get this fixed!

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Hi @Dollysmum2 

First check that all your Q boxes are in the same Standby mode 

https://www.sky.com/help/articles/using-the-standby-settings

And also on the same Software version

https://www.sky.com/help/articles/sky-software-updates

[Dollysmum2]

Hi @oldfella !

Great suggestions, thank you.  I had checked the software version as soon as I got the new main box, but hadn't checked the standby mode. Having just done that they were both the same 'eco'.

So no changes needed. 

[oldfella]

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@Dollysmum2 wrote:

Hi @oldfella !

Great suggestions, thank you.  I had checked the software version as soon as I got the new main box, but hadn't checked the standby mode. Having just done that they were both the same 'eco'.

So no changes needed. 

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Hi @Dollysmum2 

Is the mini on the same Software version as the main Q box?

Might be worth trying standby Active or None on both boxes.

If you try None it's necessary to switch the boxes into standby with the remote when not in use.   Don't leave them on all the time

[Dollysmum2]

Hi @oldfella 

Yes, both boxes were already on the same s/w version and I whilst I didn't need to correct one of the standby modes to match, as they already did, I have switched them both to active.

neith box is left on as they are switched off when the Tv goes off. 

[Dollysmum2]

Open to any other suggestions that may fix this 😁

[Laing1]

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@Dollysmum2 wrote:

Between 2am and 6am the mini box either wants to reconnect to Wi-Fi (and constantly fails) tries to update software (and fails) or reactivates the connection to the main box and fails. Every day I have to unplug from the mains, wait, switch back on to get the mini box to reconnect.  Sometimes it can take half an hour to have it working.   Also when returning from a menu to the programme I get a blank screen and no sound for several seconds (also randomly happens).  This has been getting progressively worse for months, but is now daily. Sky installed equipment around 8 years ago and nothing has been moved or changed other than main box swapped two days ago due to isdue with hard drive and problem persists. I'd love to get this fixed!

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@Dollysmum2 check what standby mode your new main box has been swet to if its eco then it will go to sleep between roughly 2 am and 6 am making it seem as though the mini box is not connected you need to set the standby mode on both boxes to active or none 

see below

https://www.sky.com/help/home/sky-tv/sky-tv-q/using-sky-q/settings-and-preferences-q-test/standby-se...

[Dollysmum2]

Thank you @Laing1,  @oldfella had already gone though this with me. 
I've had this mini box for 8 years and both boxes have been in Eco mode for this whole time with no problems until a few months ago. It is now on Active which doesn't resolve the problem and  "none"  is not a preference I want to chose.

Happy to try other suggestions! 

[oldfella]

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@Dollysmum2 wrote:

Thank you , had already gone though this with me. 
I've had this mini box for 8 years and both boxes have been in Eco mode for this whole time with no problems until a few months ago. It is now on Active which doesn't resolve the problem and  "none"  is not a preference I want to chose.

Happy to try other suggestions! 

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Hi @Dollysmum2 

Have you tried a Reset Settings in the main 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.

Then carry the similar Reset settings in the mini box with the issue. 

[Dollysmum2]

Hi @oldfella , yes this was done with the previous Sky Q box but as there was a problem with the hard drive this box was replaced a week or so ago. I have just done the same again with this new box so we'll see in the morning whether this helps. Thanks.

[Dollysmum2]

Me again!

suggestions haven't fixed the problem. The Mini box now stays on all the time if I don't remember to switch it off when I fall asleep and is hot. This is a worry. What can I do next?? 

[Anonymous]

 I had a very similar issue. Daniel0210 gave me an answer which solved my problem. Have you checked in settings whether your main box is set to Active rather than Eco? To check, go to settings, select setup, then select preferences then change Eco to Active. This problem usually happens in the early hours of the morning. Eco is designed to save you money by switching off the main Skybox.

[Daniel0210]

@Anonymous 

This has already been suggested in at least two posts above.