Sky Q box - Viewing card issues

[Dee241]

When I turned on our sky box this evening we got this message - your viewing card is not activated - it was working fine last night 

[oldfella]

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@Dee241 wrote:

When I turned on our sky box this evening we got this message - your viewing card is not activated - it was working fine last night 

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Hi @Dee241 

First check that your viewing card is correctly inserted. Viewing card is in the right hand end of the box.
If it is in correctly there is not enough of it sticking out to grip and remove it.
Push it fully in and it will pop out slightly enough so you can remove it.
Take it out and give the chip a gentle wipe with a damp lint free cloth or E-cloth.
Ensure that it completely dry before you reinsert it chip side up and chip end in first. Push it gently fully in and you should feel a slight click when it is engaged. If it has popped out enough to remove it is not located correctly.
If you are satisfied that it is in correctly
Try refreshing your Viewing card.
Home - Settings - System info.
Highlight Viewing card number and then select Setup on the right hand side.
Then select Use this option to trigger a callback

No call is actually made but the Viewing card should be refreshed.

[Dee241]

Hi thanks for getting in touch 

yes we have done all this and still nothing.

its like they have deactivated our account and I cannot get in touch with anyone - it was working perfectly last night - bill is paid - it's a mystery 

[oldfella]

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@Dee241 wrote:

Hi thanks for getting in touch 

yes we have done all this and still nothing.

its like they have deactivated our account and I cannot get in touch with anyone - it was working perfectly last night - bill is paid - it's a mystery 

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Hi @Dee241 

Have you rebooted since checking the Viewing card?

[Dee241]

Hi 

yes we have - a few times actually and still getting messsge 'your viewing card is no longer active' everything else on settings seems ok 

[oldfella]

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@Dee241 wrote:

Hi 

yes we have - a few times actually and still getting messsge 'your viewing card is no longer active' everything else on settings seems ok 

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Hi @Dee241 

Can you get into the Q box to try a Reset settings in the 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.