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This discussion topic has been answered Discussion topic: Sky Q box freezes on exiting BBC Iplayer

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This message was authored by: Sharon+Marshall22

Message posted on ‎25 Sep 2023 03:22 PM

Sky Q box freezes on exiting BBC Iplayer

Everytime I exit  BBC iplayer my SKYQ box freezes and I have to switch it on and off again at the mains to get it working again.  Very annoying.

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This message was authored by: Laing1 Answer

Message posted on ‎18 Aug 2024 01:19 PM

Re: Sky Q box freezes on exiting BBC Iplayer

Posted by a Superuser, not a Sky employee. Find out more
@Cryptic1 wrote:

I have some kind of super bug. When I press play on iPlayer for a showing exits and enters a black screen on the sky box. Rebooting sky box doesn't work. I have to reboot sky box AND the TV at the mains to reconnect. Sky, get your head out your @55!

 

@Cryptic1 you could try refreshing the apps in the engineers menu

To enter the engineers menu do the follow
press the home button then scroll down to setting and hi-light
do not press select/enter but press 001 then select this takes you into the engineers menu

scroll down to apps > refresh

or

You could try resetting the settings in the Q boxes hidden menu.
To enter the hidden menu press the home button and scroll down to settings but do not select settings.
With settings highlighted press 0 0 1 then select
Only Carry out the first Reset being Reset Settings as the others will wipe all recordings.
After the reset you will have to re-pair your remote assuming you are using a bluetooth remote by pressing 1 and 3 together on the remote


I may be a Sky Superuser but I am still just a Sky customer

Sky Q 2 TB (Silver)Box, 2 Mini boxes since June 2016, all connected by wifi
Sky Broadband Hub/SR203, Sky Ultrafast broadband
Ultimate on Demand, Q Experience/UHD, Sky Sports, Sky Cinema
LG 49SJ 810 V UHD TV, Google Pixel 7 Pro mobile

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Message posted on ‎26 Sep 2023 10:13 AM

Re: Sky Q box freezes on exiting BBC Iplayer

Posted by a Sky employee

Hi there, Sharon+Marshall22.  I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

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

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

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Message posted on ‎26 Sep 2023 11:05 AM

Re: Sky Q box freezes on exiting BBC Iplayer

Don't do the intuitive press home to exit, you need to use the back button and perform a full exit. That way 8 times out of 10 your box will remain working. This bug is made all the more annoying because of the awful decision to have play from start default action for pressing circle button, so many time i press it to get a program overview and am thrown into iplayer hell

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Message posted on ‎28 Sep 2023 10:22 AM

Re: Sky Q box freezes on exiting BBC Iplayer

Posted by a Sky employee

We are still looking to help you @Sharon+Marshall22 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Thanks

Lisa - Sky Tech Team Expert
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This message was authored by: Sharon+Marshall22

Message posted on ‎01 Oct 2023 11:31 AM

Re: Sky Q box freezes on exiting BBC Iplayer

Is this a bug then.  The Sky box freezes on exit even if I have watched something on iPlayer on purpose.

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Message posted on ‎02 Oct 2023 03:03 PM

Re: Sky Q box freezes on exiting BBC Iplayer

Well if software freezes on exit then i would accept it as a bug report from my support department.

 

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Message posted on ‎11 Nov 2023 11:37 PM

Re: Sky Q box freezes on exiting BBC Iplayer

I have the same problem with iPlayer! You watch the program and try to exit and it goes to black screen. VERY annoying as you have to turn the Q box off to clear the issue. There must be a solution to a problem that so many people have. 

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Message posted on ‎22 Nov 2023 09:09 PM

Re: Sky Q box freezes on exiting BBC Iplayer

I have the same issue. Been like it for years. Iplayer is a pita. 

Yet another reset and I didn't even want to watch iplayer.

 

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Message posted on ‎28 Nov 2023 07:19 PM

Re: Sky Q box freezes on exiting BBC Iplayer

I have same issue - it's infuriating as iPlayer comes up as a delayed function of going to a BBC Chanel and pressing select 

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Message posted on ‎29 Dec 2023 06:58 PM

Re: Sky Q box freezes on exiting BBC Iplayer

I have the same issue. It used to be occasionally but now it's almost every day

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Message posted on ‎29 Dec 2023 07:14 PM

Re: Sky Q box freezes on exiting BBC Iplayer

Posted by a Superuser, not a Sky employee. Find out more
@RussClark wrote:

I have the same issue. It used to be occasionally but now it's almost every day

Exactly how are you exiting iPlayer @RussClark 

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Message posted on ‎29 Dec 2023 07:16 PM

Re: Sky Q box freezes on exiting BBC Iplayer

Usually backup until I get a prompt to exit IPLAYER and I confirm I want to exit.

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Message posted on ‎07 Jan 2024 01:57 PM

Re: Sky Q box freezes on exiting BBC Iplayer

Mine too despite going through exit procedure vision dissappear but audio remains on.

Only way to correct is power down & reboot. 

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Message posted on ‎07 Jan 2024 06:24 PM

Re: Sky Q box freezes on exiting BBC Iplayer

Exactly the same as mine.

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Message posted on ‎08 Jan 2024 01:36 PM

Re: Sky Q box freezes on exiting BBC Iplayer

same issue for me too

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