Sky Q box crashes and stops outputting TV signal

[Miss+Liz]

Hi,

Over the last few weeks, a problem has started occurring with my Sky  Q  where I get no video/sound output from the Sky Q box (my TV says "no signal").  The problem occurs maybe twice a week,

So, when the problem occurs, 2 very slightly different things can happen:

Case 1:

1) Turn on the Sky Q box from standby using the remote (LED goes orange ->  green) 

2) I get no video output to my TV.

3) Turning the the Sky Q box off and on from the remote doesn't fix the issue. (LED goes green -> orange -> green)

Case 2:

1) Turn on the Sky Q box from standby using the remote (LED goes orange ->  green) 

2) I get no video output to my TV.

3) I can't turn the Sky Q box off from the remote (LED stays green) - the Sky Q box appears to have crashed completely.

Whether case 1 or case 2 occurs is pretty random, but one or the other will occur every few days.

In both cases I can fix the issue by unplugging the Sky Q box snd plugging it back in. This always works, but is rather inconvenient!

I suspect it's a recent firmware update that caused this problem.. I think it's unlikely to be a hardware fault, otherwise unplugging probably wouldn't always work, I suspect it's some handshaking issue when the Sky Q box comes out of standby, rather than from being switched fully off. 

Anyway, has anyone else had this problem?

Thanks for your help,

Liz

[Chodley]

Firstly - thanks for a great, clear explanation of the problem.

What firmware is it on?

Have you tried a Settings reset in the installer menu? Hover over Settings in the menu and hit 001 Select on the remote

[Miss+Liz]

Software version is currently : Q300.000.06.00L (5yzv4ns)

I've. not tried the settings reset yet, but if no one else is getting this, maybe my specific Sky Q box has got into an unstable state somehow.

Thanks

Liz

[Chodley]

A few people have had problems since the outage a couple of weeks ago. But they weren't all on the latest firmware.

That is the latest firmware, same as mine. No issues here.

[Chodley]

Sorry, that's not the latest. Q310 is but it may not be generally available yet (and prob not relevant to the issue)

[JCOneill]

I've got the same problem. Frequently sky Q box will not come on when the standby button pressed even though the light turns green. Have to switch off and reboot. Getting fed up with it. Have you had any success with getting this problem resolved.

[Miss+Liz]

Hi @JCOneill 

Thanks for the reply

not yet... I'm going to try the reset settings option as described above. But  even then, it 'll be a few days before I can be sure if it's made a difference or not

Liz

[Chodley]

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@JCOneill wrote:

I've got the same problem. Frequently sky Q box will not come on when the standby button pressed even though the light turns green. Have to switch off and reboot. Getting fed up with it. Have you had any success with getting this problem resolved.

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LG TV?