Sky Q recordings no longer available

[Deisedakdak]

Hi all. Received a new replacement Sky Q 2tb box yesterday. Set up was easy, sorted out all my scheduled recordings etc etc. Went to watch a couple of programs that evening and a message saying " this recording is no longer available". I consulted the interwebs and did a box reset. Happy days, programs were now available to watch! Just sat down to watch a recording and they all have the same message now " this recording is no longer available".

Am I missing something here? Any help would be appreciated.

[oldfella]

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@Deisedakdak wrote:

Hi all. Received a new replacement Sky Q 2tb box yesterday. Set up was easy, sorted out all my scheduled recordings etc etc. Went to watch a couple of programs that evening and a message saying " this recording is no longer available". I consulted the interwebs and did a box reset. Happy days, programs were now available to watch! Just sat down to watch a recording and they all have the same message now " this recording is no longer available".

Am I missing something here? Any help would be appreciated.

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Hi @Deisedakdak 

Only purchases that are buy and keep can be restored to your replacement Q box.

All other recordings from your your original Q box are lost.

Anything that is on On Demand can be downloaded to your new box if the  availability has not expired.

[Deisedakdak]

Thanks, sorry I was probably a bit unclear in my first post.

So I got the new box in the morning, set it up, rescheduled all the programs I  normally record, went to work, came home and a couple of programs had recorded. Went to watch them and they said they weren't available. Reset the box and the same recordings then played as normal.

The same issue has happened again today. All of my recordings from yesterday and today are now not available either. 
Just trying another reset at the moment, but that can't be the solution every time it happens, surely?

Thanks

[oldfella]

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@Deisedakdak wrote:

Thanks, sorry I was probably a bit unclear in my first post.

So I got the new box in the morning, set it up, rescheduled all the programs I  normally record, went to work, came home and a couple of programs had recorded. Went to watch them and they said they weren't available. Reset the box and the same recordings then played as normal.

The same issue has happened again today. All of my recordings from yesterday and today are now not available either. 
Just trying another reset at the moment, but that can't be the solution every time it happens, surely?

Thanks

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Hi @Deisedakdak 

What reset are you carrying out?

[Deisedakdak]

Put box on standby, switch of for 10 mins, turn back on. Maybe not a reset per se, but recordings will play after doing it. I just did it there and recordings are playing ok again. Just don't want to have this problem every time I want to watch a recording.

[oldfella]

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@Deisedakdak wrote:

Put box on standby, switch of for 10 mins, turn back on. Maybe not a reset per se, but recordings will play after doing it. I just did it there and recordings are playing ok again. Just don't want to have this problem every time I want to watch a recording.

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Hi @Deisedakdak 

A reboot certainly shouldn't continue to be necessary.

Try a Reset Settings in the Q box hidden menu.
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Only Carry out the first Reset (Reset Settings) as the other two will wipe all recordings.
After the Reset you will have to re pair your Bluetooth remote If you use one.
If you cannot switch the Q box on with the remote after the Reset press the Standby button (Amber led) on the front of the box.
To re pair the remote press 1 & 3 together on the remote and follow onscreen instructions to re pair.

Make sure that you are pointing the remote at the Q box when you press 1 & 3 together.

Resetting the settings will also reset:

Audio visual settings, such as picture resolution and HDMI control
Settings changed within the hidden engineer menu, include LNB type. If on a communal dish you need to reset the LNB to SCR in the hidden menu. After changing the LNB type you need to reboot the Q box.

[Deisedakdak]

Ok thanks, I'll try that if it happens again.

thanks for your advice 

[Deisedakdak]

Tried that yesterday as programs were again failing. Worked fine after it and this morning. Just tried to watch a recording now and it's happened again. 🤬

[Deisedakdak]

Could someone escalate this please?

[Deisedakdak]

Still having this issue and now I can't get New series!

 

 

[Deisedakdak]

 

So I tried to send Sky a message with their online form..........the result was this....

[Deisedakdak]

It's well worth €73 per month!

[Mungoray]

I've been having the same problem with recordings no longer available. Power off reset resolves but have to do it every day. Tried reset from 0 0 1 menu also checked for latest software. Following a search for users with similar problems, it is not obvious what to do next. Hard disc reset, order new box, be patient and see if it goes away?

[Chodley]

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@Deisedakdak wrote:

It's well worth €73 per month!

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Did this ever get resolved? Seems like a faulty hard drive in the box.

[CMW123456]

Hi - having the exact same issue with my replacement box. Updated the software and done a system reset - no joy. Works for a bit and then the same issues as described in this thread, how do I fix?