Sky Q mini no satellite signal

[HeebieEB]

I've seen multiple previous posts on this but they were either resolved with the instructions in there or the OPs didn't update.

Everything is working fine on my main Sky Q box.

Yesterday my Sky Q mini started saying 'no satellite signal'. On TV Guide it just has the wheel of doom and says 'waiting for TV schedule'. On Recordings it says 'Please wait'. Apps are working fine.

I've been through the sequence of unplugging the mini, then the main, rebooting the main fully, then plugging the mini back in, twice.

I've restarted my router. I've reset the internet connections on the mini and main boxes several times.

I've reactivated the Sky Q mini connection from the main box 4 times.

I've had the box installed and working for years and nothing has changed, and Netflix etc. are still working so it isn't an issue with proximity to the router or internet connection.

Any ideas for anything else I can try or is this some sort of terminal failure in the main/mini box? Interestingly, the Software version on both is Q260 05 and I can't get either to update, they say it's in progress, goes through the motions then it's still the same number.

[oldfella]

Hi @HeebieEB 

When you select Setup (in Setting - System info - Software version) the message received will always be update this box with the latest software even if the box is already on the latest 
Try a Network Reset on the mini.
Network Reset found in mini Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to WPS with main Q box.
You will be asked to press the WPS button on the main Q box (not the mini as the Network reset will start the mini WPS automatically).

If you are on Sky Broadband and the Router is nearer to the mini than the main box then you can try pressing WPS on the router instead of the main Q box. If you do this make sure you press the Sky router WPS button and not the router reset button.

[HeebieEB]

Thank you, yes this is the network reset I've done twice with no joy. 

The software version - Sky says the latest is Q250.000.11.00L, but it is Q250.000.05.00L on the boxes.

[oldfella]

---

@HeebieEB wrote:

Thank you, yes this is the network reset I've done twice with no joy. 

The software version - Sky says the latest is Q250.000.11.00L, but it is Q250.000.05.00L on the boxes.

---

Your original post says the Software is Q260.....  @HeebieEB 

Q260 .....    is the latest version.  

[HeebieEB]

Indeed, I'm being an idiot sorry, been staring at it too long.

I've just noticed another post about new downloads stopping playing saying 'this programme is no longer available'. This was happening the night before this total failure. Looking like the box is done for?

[oldfella]

---

@HeebieEB wrote:

Indeed, I'm being an idiot sorry, been staring at it too long.

I've just noticed another post about new downloads stopping playing saying 'this programme is no longer available'. This was happening the night before this total failure. Looking like the box is done for?

---

Might be worth checking the following link @HeebieEB 

https://www.sky.com/help/articles/sky-q-hard-disk-error-messages

[HeebieEB]

@oldfella Thank you!!!! I hadn't noticed that although everything seemed fine on the main box, I couldn't access the recordings.

Sad to have lost them but the mini box now seems to be working after resetting the hard drive. It is still periodically blue screening for a few seconds and saying no connection to the main box, so I'm hoping it's just while it's all sorting itself out but if not, at least the hard drive issue is identified and I can order a new one. Thanks again!

[HeebieEB]

I'm still having issues since the reset. Although the Sky Q mini box is now working, it is constantly blue screening for a few seconds saying it's lost it's connection to the main box but then sorts itself out. We're also having trouble with fast forward/rewind ('30x' definitely isn't 30x and the indicator at the bottom stutters) and it won't pause at all. It does record, but we have the same issues with fast forward/rewind/pause with recordings. Is this indicative of a hard drive failure on the main box?

[HeebieEB]

A follow up if anyone ends up here. We continued to have problems following the full restore: the Sky Q mini repeatedly disconnected from the main box for a few seconds. Recordings were often 'part recorded, software issue', fast forward/rewind/pause of both live TV and recordings was glitchy. We didn't get any specific hard disc error messages but it became really obvious the hard disc was the problem. Looking back I think it had been gradually failing for over a year; downloads would often fail or go so slow it was pointless even trying, and they wouldn't be ready to watch for several hours or even until the next day.

I ordered a replacement for the main Q box using the link above at around 9pm last night when I'd finally had enough, and it was delivered at 11am today! (they also took the old box). Having set the new box up, all the issues seem to have disappeared, including the long standing issue of downloads which are now watchable almost instantly.