Sky Q Software Update

[Roger+Simonite]

My Sky Q hub in the bedroom has stopped working, it said I needed a software update. I followed the instructions and using Settings initiated the software update on the main Sky Q box downstairs. The update was successful, but still the Sky Q hub in the bedroom does not work and still gives the same message 

[MightyQuinn]

Hi @Roger+Simonite   Assuming that by Sky Q Hub you mean Sky Q Mini box you have to update the software on that box as well.

[nigea99]

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@Roger+Simonite wrote:

My Sky Q hub in the bedroom has stopped working, it said I needed a software update. I followed the instructions and using Settings initiated the software update on the main Sky Q box downstairs. The update was successful, but still the Sky Q hub in the bedroom does not work and still gives the same message 

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hi @Roger+Simonite 

Can I just check  are you referring to a SKY HUB  (i.e. boradband router) or a SKY Q mini Box ?

If you do mean mini, was the prompt for a software update definitely from the SKY Mini and not your TV's own firmware ? 

[TimmyBGood]

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@Roger+Simonite wrote:

 the Sky Q hub in the bedroom does not work and still gives the same message 

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Are you sure that's not a message generated by a smart television operating system?  These are frequently mistaken for 'messages from Sky' but cannot be actioned or dismissed by a Sky remote: only the television handset can do this.

[Roger+Simonite]

I'm referring to the Sky Q Mini, exactly the same problem I've read on many other customers on this forum. The sky controller in the bedroom is unresponsive, the box light is red and will not go green. The message on the screen relates to needing a software update, which I have done 

[Roger+Simonite]

 

[Roger+Simonite]

As you can see from the photo, the message is generated by Sky

[Roger+Simonite]

I'm unable to update the Sky mini, as the screen remains frozen, I'm unable to get to settings 

[nigea99]

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@Roger+Simonite wrote:

I'm unable to update the Sky mini, as the screen remains frozen, I'm unable to get to settings 

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hi @Roger+Simonite 

I have to admit I haven't seen that before.

The first thing I suggest is to try a full power down restart of the main box

Use the remote to place it into standby mode

 Then remove the power to it (either switch off at mains or remove the power plug)

 Wait at least 30s

 Then re-apply the power & wait for it to fully restart - this may take a few minutes.

When it is fully restarted check the network settings as indicated in the Softwareupdate page it refers to.

If the main box looks fine, then try restarting the mini box.

if that doesn't work - although a very  long shot perhaps try the following:

Make sure the main box is on & fully connected.

Take the mini box to the room with your main box and plug into that TV & restart it & see if it moves past that message  

[Roger+Simonite]

 

[nigea99]

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@Roger+Simonite wrote:

 

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hi @Roger+Simonite 

that looks the TV's own firmware prompt & not SKY Q - Try using the TV's own remote

[Roger+Simonite]

So I've followed your instructions, after powering down for 30 sec, the Sky Q box did not reboot as normal. The previous photo came up, but the controls do no respond to selecting update now. Clearly this system is no longer functioning correctly, over to you !

[nigea99]

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@Roger+Simonite wrote:

So I've followed your instructions, after powering down for 30 sec, the Sky Q box did not reboot as normal. The previous photo came up, but the controls do no respond to selecting update now. Clearly this system is no longer functioning correctly, over to you !

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Please see my post that I made just before you posted

[Invisiblename]

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@Roger+Simonite wrote:

So I've followed your instructions, after powering down for 30 sec, the Sky Q box did not reboot as normal. The previous photo came up, but the controls do no respond to selecting update now. Clearly this system is no longer functioning correctly, over to you !

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Try using your TV remote to control what is, obviously, a TV software update

[Roger+Simonite]

After completing all of your requests made, the Sky Q Mini, still does not work,  stating that a software update is still required. Can I ask that a engineer is requested to attend (FOC) to rectifying the problem, otherwise I will cancel my contract. I have done more than enough to address this issue and now have become very frustrated. Roger