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Discussion topic: Sky Q installed today - Issues with apps

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This message was authored by: Nathan1284

Sky Q installed today - Issues with apps

Hi all,

 

Had Sky Q installed earlier, main box in the living room + 2 mini boxes. All seemed to go well, setup Paramount+ and Discovery+ without issue.

 

However things started going wrong after I tried using the apps where I encountered the following issues. For info I have solid internet, full fibre to the premesis, 950mb down, 120mb up. 10ms latency and 0 ploss.

 

Main Sky Q Box - Living Room

 

  • Paramount+ works via the dedicated Paramount+ app, however when I go into Sky Cinema from within the main Sky interface and select Paramount+, all the film thumbnails load, but when I select something I get the message: "Sorry, there are currently no programmes of this type available" and the content doesn't load.

Mini Box 1 - Master Bedroom

 

  • When I go into the Apps menu, there are just 4 app to choose from: YouTube, YouTube Kids, Disney+, Peacock.
  • No Paramount+ or Discovery+ available.
  • Much like the main box, Paramount+ also doesn't work from within the Sky interface when I go to Sky Cinema.

Mini Box 2 - Extension

 

  • Everything works great.
  • Full apps list, Paramount+ works both from the app itself + via the Sky Cinema option within the Sky UI.

What have I tried so far?

 

  • Unplugging the boxes with issues for 30 seconds - Tried this several times, didn't help.
  • Resetting router.
  • Resetting and reconnecting to router (BT Home Hub).
  • Disconnecting everything from the router other than the Sky boxes.

I tried to use 001 + Select from the main menu, but it doesn't seem to load a setup menu for me, just seems to do nothing.

 

On the verge of cancelling, expected better from Sky, it's literally only been installed 3 hours ago.

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This message was authored by: Nathan1284

Re: Sky Q installed today - Issues with apps

Main Sky Q box issues resolved, didn't do anything, just started working. May have been updating in the background.

 

Bedroom mini box I figured out how to get into the setup menu using 001 and selecting "Refresh Apps" updated the list to show 7 apps now, Netflix now appears, but still no Paramount+ / Discovery+.

 

Is there some kind of lag post install where things gradually set themselves up?

This message was authored by: PandJ2020

Re: Sky Q installed today - Issues with apps

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

@Nathan1284 wrote:

I tried to use 001 + Select from the main menu, but it doesn't seem to load a setup menu for me, just seems to do nothing.

You have to be hovering on 'Settings' when doing this.

 

Check all boxes are on the same software version.

I am just another Sky customer and my views are my own even if you don't like the answers
This message was authored by: nigea99

Re: Sky Q installed today - Issues with apps

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

hi @Nathan1284 

 

Please see this link - the  software version should be Q220 (or Q230)

 

https://www.sky.com/help/articles/apps-on-sky-q-and-glass-basic-checks

 

When trying to go into the engineers menu - you must make sure you do not press select after navigating to the settings and then press the  0  0 1 Select

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This message was authored by: Nathan1284

Re: Sky Q installed today - Issues with apps

All sorted, not sure if app refreshing just takes a bit of time or it was updating to the latest software version, but everything now present and working.

This message was authored by: Laing1

Re: Sky Q installed today - Issues with apps

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

@Nathan1284 wrote:

All sorted, not sure if app refreshing just takes a bit of time or it was updating to the latest software version, but everything now present and working.


@Nathan1284 yep app refresh can take upto 24 hours to work 


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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