Sky Q main box stuck on software update

[BC41]

My Sky Q main box is showing "Updating software. Step 1 of 2"  it has been showing this for over 1 hour.  The Broadband connection is working, it appears to be stuck on this update, I have swiched the box off at the mains and put back again several times and it is still showing the same message.  I would appreciate any assistance.

[MightyQuinn]

Hi @BC41   Can you take a screenshot? It is not normal to get software update messages from Sky Q, so are you sure it is not a message from your TV?

[BC41]

[oldfella]

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@BC41 wrote:

My Sky Q main box is showing "Updating software. Step 1 of 2"  it has been showing this for over 1 hour.  The Broadband connection is working, it appears to be stuck on this update, I have swiched the box off at the mains and put back again several times and it is still showing the same message.  I would appreciate any assistance.

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Hi @BC41 

Work through the following link
https://www.sky.com/help/articles/sky-q-box-wont-turn-on
If you have to order a new Q box this usually means a doorstep swap.
Don’t forget to keep your viewing card from the failed box if you order a replacement.
Also if the box you are replacing is a 2TB there are two versions of power supply. One has a standard C7 (figure of eight) power lead socket in the back of the Q box. The other has a separate power supply. Although this still has the C7 power lead into the power supply there is a multi pin Din power socket in the Q box for connecting the power supply. Make sure that the replacement box has the power supply included if the Q box has the orange coded multi pin din socket in the back of the Q box. See below.