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Discussion topic: Sky Q box won’t turn on. Amber light on. Fan constantly on.

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This message was authored by RichD2 This message was authored by: RichD2

Sky Q box won’t turn on. Amber light on. Fan constantly on.

Sky Q won't turn on. Amber light on. Fan constantly on when in this state, 

remote is working but has no effect. Only way I can resolve this is to switch off and then on at the mains. Then resets and works ok, until the same thing happens a few days later.

I've had Sky Q for about 3 weeks and this is about the 6th time it's happened. 


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This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987 Answer

Re: Sky Q box won’t turn on. Amber light on. Fan constantly on.

Posted by a Sky employee

Update - spoken to @RichD2 and after some steps, the issue seems to be fixed 🙂

Thanks

Lisa - Sky Tech Team Expert

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This message was authored by Laing1 This message was authored by: Laing1

Re: Sky Q box won’t turn on. Amber light on. Fan constantly on.

Posted by a Superuser, not a Sky employee. Find out more

@RichD2 wrote:

Sky Q won't turn on. Amber light on. Fan constantly on when in this state, 

remote is working but has no effect. Only way I can resolve this is to switch off and then on at the mains. Then resets and works ok, until the same thing happens a few days later.

I've had Sky Q for about 3 weeks and this is about the 6th time it's happened. 


@RichD2 is the Q box well ventillated and nothing stacked under or on top of it as it sounds like it might be overheating 


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
This message was authored by Chodley This message was authored by: Chodley

Re: Sky Q box won’t turn on. Amber light on. Fan constantly on.

Posted by a Superuser, not a Sky employee. Find out more

Sounds like a duff box to me

RichD2
Topic Author
This message was authored by RichD2 This message was authored by: RichD2

Re: Sky Q box won’t turn on. Amber light on. Fan constantly on.

The box is sitting on its feet on a wooden shelf, nothing sat on top of it.  It does not feel hot, but then I've got nothing to compare it with to know how hot it should get. 

RichD2
Topic Author
This message was authored by RichD2 This message was authored by: RichD2

Re: Sky Q box won’t turn on. Amber light on. Fan constantly on.

@Chodley That's what I'm thinking. Thought I'd try the forum to see if anyone had any bright ideas. 

This message was authored by oldfella This message was authored by: oldfella

Re: Sky Q box won’t turn on. Amber light on. Fan constantly on.

Posted by a Superuser, not a Sky employee. Find out more

@RichD2 wrote:

The box is sitting on its feet on a wooden shelf, nothing sat on top of it.  It does not feel hot, but then I've got nothing to compare it with to know how hot it should get. 


They can run quite warm @RichD2 

However you should easily be able to hold your hand on it.

This message was authored by Laing1 This message was authored by: Laing1

Re: Sky Q box won’t turn on. Amber light on. Fan constantly on.

Posted by a Superuser, not a Sky employee. Find out more

@RichD2 wrote:

The box is sitting on its feet on a wooden shelf, nothing sat on top of it.  It does not feel hot, but then I've got nothing to compare it with to know how hot it should get. 


@RichD2 that sounds fine as @oldfella says as long as you can comfortably keep you hand on it. Was just worried that it may have been in an enclosed space or was in a stack of equipment which as you say it's not 

I have escalated this to sky

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014


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
This message was authored by Addie15 This message was authored by: Addie15

Re: Sky Q box won’t turn on. Amber light on. Fan constantly on.

Posted by a Sky employee

Hi there! Thank you for escalating this. We have sent an invite to @RichD2.

This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: Sky Q box won’t turn on. Amber light on. Fan constantly on.

Posted by a Sky employee

Thanks for chatting to us @RichD2 . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

Thanks

Lisa - Sky Tech Team Expert
RichD2
Topic Author
This message was authored by RichD2 This message was authored by: RichD2

Re: Sky Q box won’t turn on. Amber light on. Fan constantly on.

Hi Lisa, can you not close this post please, I've been away from home so have not been able to follow the last instructions. I'm home now so can pick up the thread.

Rich

This message was authored by Laing1 This message was authored by: Laing1

Re: Sky Q box won’t turn on. Amber light on. Fan constantly on.

Posted by a Superuser, not a Sky employee. Find out more

@RichD2 wrote:

Hi Lisa, can you not close this post please, I've been away from home so have not been able to follow the last instructions. I'm home now so can pick up the thread.

Rich


@RichD2 afraid the chat automatically closes when there is no response within 48 hoir I can re-escalate this for you if you wish


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
RichD2
Topic Author
This message was authored by RichD2 This message was authored by: RichD2

Re: Sky Q box won’t turn on. Amber light on. Fan constantly on.

Yes, that would be good. Please restart the chat

This message was authored by Greenfingers001 This message was authored by: Greenfingers001

Re: Sky Q box won’t turn on. Amber light on. Fan constantly on.

Posted by a Sky employee

Thanks for escalating this. We’ve sent @RichD2 another invite to chat.

This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987 Answer

Re: Sky Q box won’t turn on. Amber light on. Fan constantly on.

Posted by a Sky employee

Update - spoken to @RichD2 and after some steps, the issue seems to be fixed 🙂

Thanks

Lisa - Sky Tech Team Expert
This message was authored by Den0902 This message was authored by: Den0902

Re: Sky Q box won’t turn on. Amber light on. Fan constantly on.

Yes that appears to resolved the issue. Thanks everyone...

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