Sky Q box not responding

[Andy19674]

Hi

For the last month I've constantly had to reboot my Sky box before it will turn on. That works for 1-2 times then I have to reboot again. Last week I had a software update and now either it will not start or will not turn off without a hard turn on or off. I've reset the remote when the box works and changed the batteries.

any help or advice please? 

[ItWasAllMichele]

Hi there @Andy19674  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. Please be aware conversations automatically close if there is no response within 48 hours.

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#M141
 

[Andy19674]

Hi

Thanks. i had to do a hard reboot to turn it off and then updated the software again. There was then a hard drive error message suggesting I needed to do a reset but another reboot seems to have solved that for the moment but the last software update only worked for 48 hours until it stopped recording in standby or turning on, then not turning off. 

[Coley-W95]

Hi @Andy19674 Thank you for the update. If everything is currently working again, it may be difficult for us to identify the cause of the issue however, if the problem returns or you need any further help, just send us a message and we'll be happy to take a closer look.

[Me134]

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@Andy19674 wrote:

Hi

Thanks. i had to do a hard reboot to turn it off and then updated the software again. There was then a hard drive error message suggesting I needed to do a reset but another reboot seems to have solved that for the moment but the last software update only worked for 48 hours until it stopped recording in standby or turning on, then not turning off. 

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What software version are you on?

[Laing1]

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@Andy19674 wrote:

Hi

Thanks. i had to do a hard reboot to turn it off and then updated the software again. There was then a hard drive error message suggesting I needed to do a reset but another reboot seems to have solved that for the moment but the last software update only worked for 48 hours until it stopped recording in standby or turning on, then not turning off. 

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@Andy19674 Hard Drive errors are normally terminal for a Q box

Try following the link below which should end with ordering a new box 

https://www.sky.com/help/sky-tv/sky-tv-q/fixing-sky-q/an-on-screen-message-sky-q/articles/sky-q-hard...

[Andy19674]

Hi

now refusing to turn on again with any of the remote control buttons.  It seems that a reboot lasts 48 hours. My guess is i need a new box.

[Andy19674]

Q360.000.08.00L (68x37s0)

[Andy19674]

Now doing another 'software update' my guess is it's not really updating anything and there is a genuine hard drive problem. Can anyone confirm please. Thanks 

[Laing1]

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@Andy19674 wrote:

Now doing another 'software update' my guess is it's not really updating anything and there is a genuine hard drive problem. Can anyone confirm please. Thanks 

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@Andy19674 have you folloed the link I previously posted it leads you to ordering a new box. As I said any error message about hard drive errors is norminally terminal eventually 

[Andy19674]

Hi thanks but not yet. I was giving it one last go if only so that I didn't have to lose all my recordings. Looks like I'll have to though seeing as it's not recording when In 'failure mode' which as I'm finding is every couple of days. 
even though it's apparently going through a software update maybe that's related to the hard drive. 

[Andy19674]

Hi

ive just done another successful update but all it shows is the same software level as before after going through start up again

can anyone confirm what the latest software should be please? 

To order a new box it seems I need to speak to Sky which is we know is almost impossible 

[Laing1 · Accepted solution]

@Andy19674 If you are on Q360 then that is the current software version the Q box always shows a message which makes you think there is a further update to be done 

[Me134]

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@Andy19674 wrote:

Hi

ive just done another successful update but all it shows is the same software level as before after going through start up again

can anyone confirm what the latest software should be please? 

To order a new box it seems I need to speak to Sky which is we know is almost impossible 

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Stop wasting your time doing software updates, you're on the latest and given that it seems to be a HD mechanical issue, no amount of software updates will solve that. Personally speaking I've never had an issue contacting Sky, I've always found early mornings (8am?) are best for calls and there's always the chat option.

[Andy19674]

Noted. Thank you.