Sky Q box froze night and the picture became pixelated black and white dots on the screen

[Dobber1234]

Hello there, quick question I was watching TV last night in bed. I had finished watching a YouTube video on my sky Q box and when I went to switch back to the TV after the YouTube video the box completely froze and there were black and white dots on the screen pixelated, I could go no further after this it got stuck completely in that position and I couldn't watch TV for the rest of the night. I use a wheelchair so was unable to get out of bed to switch it off and on the wall which would normally fix the problem but this is constantly happening every few weeks if it's not the pixelated picture then just out of the blue the picture itself on the television program will just freeze and I won't be able to go any further no matter how many buttons I press on my sky remote has anyone else ever had this problem that a sky Q box just freezes completely out of the blue Without warning and you have to switch it off and on at the wall again to get the problem to resolve itself I find it so frustrating. Why would this be happening? Would anyone know? I would appreciate some suggestions and advice please? Thank you.

Derek Michael O’Brien sky customer since 2006

[Anonymous]

Hi @Dobber1234 I dont have a solution for the problem, but I just wanted to say that the situation sounded very annoying. Again, this isn't a solution but you might want to look at a smart plug, you can plug them into the wall and then your box into the smart plug and turn it on and off from your mobile phone. It might help you be in control a bit more if this happens again. 

[oldfella]

Hi @Dobber1234 

Try a Reset Settings in the 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.

[Dobber1234]

Thanks I've tried that exactly as you have suggested but when the box froze literally nothing would work. I couldn't get a response from the remote control from anything so I couldn't do as you suggest but thank you for the advice