SkyQ Dropping to 1080i

[Bluestraw]

After a recent software update, my SkyQ box is regularly dropping to 1080i (from 2160p) due to mistakenly thinking my system isn't UHD compatible. I've got a V1 2TB box, connected via a Denon Receiver to a Samsung TV. No issues at all with this setup previously and neither TV nor Receiver have had any recent s/w updates. Has anyone else seen something similar? What's the right way to report to Sky so they can investigate, without going through some tedious support chat where they ask me to reboot my devices (I've done all that!) 

[Laing1]

---

@Bluestraw wrote:

After a recent software update, my SkyQ box is regularly dropping to 1080i (from 2160p) due to mistakenly thinking my system isn't UHD compatible. I've got a V1 2TB box, connected via a Denon Receiver to a Samsung TV. No issues at all with this setup previously and neither TV nor Receiver have had any recent s/w updates. Has anyone else seen something similar? What's the right way to report to Sky so they can investigate, without going through some tedious support chat where they ask me to reboot my devices (I've done all that!) 

---

@Bluestraw best to give sky a call 

You can contact Sky by phone by dialling 150 if Sky is your phone provider or by following the link below
https://www.sky.com/help/home
scroll down to need more help click on this and you will find a phone number. If you are in ROI please change the flag at the bottom right to the ROI flag

[Bluestraw]

---

@Laing1 wrote:

---

@Bluestraw wrote:

After a recent software update, my SkyQ box is regularly dropping to 1080i (from 2160p) due to mistakenly thinking my system isn't UHD compatible. I've got a V1 2TB box, connected via a Denon Receiver to a Samsung TV. No issues at all with this setup previously and neither TV nor Receiver have had any recent s/w updates. Has anyone else seen something similar? What's the right way to report to Sky so they can investigate, without going through some tedious support chat where they ask me to reboot my devices (I've done all that!) 

---

@Bluestraw best to give sky a call 

You can contact Sky by phone by dialling 150 if Sky is your phone provider or by following the link below
https://www.sky.com/help/home
scroll down to need more help click on this and you will find a phone number. If you are in ROI please change the flag at the bottom right to the ROI flag

---

Thanks, appreciate the logical advice. Unfortunately I don't have the patience to sit through basic 1st level support while they try to convince me 'nothing is wrong' with my SkyQ box, or take the other extreme of telling me I have a faulty box that needs replacing. I know for certain it's a regression bug in their latest software, but there's no way they'll take my word for it without a huge amount of push 😞

[Chodley]

Have you tried bypassing the receiver and using a new cable?

[Bluestraw]

---

@Chodley wrote:

Have you tried bypassing the receiver and using a new cable?

---

No but not sure why I would? Everything worked perfectly until there was a firmware upgrade on the SkyQ box and now it is a little flakey. It's a bug in the firmware, absolutely no doubt! I can pinpoint the day it happened and I saw the box reboot for its update.

[PandJ2020]

---

@Bluestraw wrote:

No but not sure why I would?

---

To eliminate the receiver's processing of the signals.

---

@Bluestraw wrote:
It's a bug in the firmware, absolutely no doubt! I can pinpoint the day it happened and I saw the box reboot for its update.

---

Maybe Sky have fixed a bug that the receiver was (incorrectly) relying upon?

[Laing1]

---

@Bluestraw wrote:

---

@Chodley wrote:

Have you tried bypassing the receiver and using a new cable?

---

No but not sure why I would? Everything worked perfectly until there was a firmware upgrade on the SkyQ box and now it is a little flakey. It's a bug in the firmware, absolutely no doubt! I can pinpoint the day it happened and I saw the box reboot for its update.

---

@Bluestraw Skys firmware updates all happen in the early hours of the morning at around 2am they never change this so if it was this time then it could have been an update but if it was any other time it would not have been a Sky firmware update.

What version of the firmware do you have ?

[Bluestraw]

---

@Laing1 wrote:

---

@Bluestraw wrote:

---

@Chodley wrote:

Have you tried bypassing the receiver and using a new cable?

---

No but not sure why I would? Everything worked perfectly until there was a firmware upgrade on the SkyQ box and now it is a little flakey. It's a bug in the firmware, absolutely no doubt! I can pinpoint the day it happened and I saw the box reboot for its update.

---

@Bluestraw Skys firmware updates all happen in the early hours of the morning at around 2am they never change this so if it was this time then it could have been an update but if it was any other time it would not have been a Sky firmware update.

What version of the firmware do you have ?

---

Yep it was around about that time (I am a night owl!) I'm Q300.000.06.00L (5yzv4ns)

[Bluestraw]

---

@PandJ2020 wrote:

---

@Bluestraw wrote:

No but not sure why I would?

---

To eliminate the receiver's processing of the signals.

---

@Bluestraw wrote:
It's a bug in the firmware, absolutely no doubt! I can pinpoint the day it happened and I saw the box reboot for its update.

---

Maybe Sky have fixed a bug that the receiver was (incorrectly) relying upon?

---

I appreciate you're just trying to help me, but it's honestly not the receiver's 'fault'.

The Q box is 10 years old and the receiver is about 3 years old. It is a top end receiver and works perfectly with a bunch of other kit. There is no doubt whatsoever that Sky have introduced a little bug in the latest firmware which makes the box change its output resolution (until I reset it) when I turn it (and the TV and receiver) on. If it works fine without the receiver, I'm not sure what help that is as it's unusuable that way for me.

[PandJ2020]

---

@Bluestraw wrote:

I appreciate you're just trying to help me, but it's honestly not the receiver's 'fault'.

The Q box is 10 years old and the receiver is about 3 years old. It is a top end receiver and works perfectly with a bunch of other kit. There is no doubt whatsoever that Sky have introduced a little bug in the latest firmware which makes the box change its output resolution (until I reset it) when I turn it (and the TV and receiver) on. If it works fine without the receiver, I'm not sure what help that is as it's unusuable that way for me.

---

Sure, but if you're not prepared to perform some basic checks then I don't think there's a lot more we can say other than to call Sky.

[PandJ2020]

---

@Bluestraw wrote:

Yep it was around about that time (I am a night owl!) I'm Q300.000.06.00L (5yzv4ns)

---

As an aside, Q31 is the latest release... Who knows, perhaps they've fixed it.  (Not sure if it's on the DR stream - but try an update to see)

[Laing1]

---

@Bluestraw wrote:

---

@Laing1 wrote:

---

@Bluestraw wrote:

---

@Chodley wrote:

Have you tried bypassing the receiver and using a new cable?

---

No but not sure why I would? Everything worked perfectly until there was a firmware upgrade on the SkyQ box and now it is a little flakey. It's a bug in the firmware, absolutely no doubt! I can pinpoint the day it happened and I saw the box reboot for its update.

---

@Bluestraw Skys firmware updates all happen in the early hours of the morning at around 2am they never change this so if it was this time then it could have been an update but if it was any other time it would not have been a Sky firmware update.

What version of the firmware do you have ?

---

Yep it was around about that time (I am a night owl!) I'm Q300.000.06.00L (5yzv4ns)

---

@Bluestraw as @PandJ2020 says the current firmware version is 310 if I remember correctly 300 started rolling out End of Feb beginning of March not that, that helps you 

Dont suppose the TV or receiver received an update around the same time at all did they ?

[Bluestraw]

---

@Laing1 wrote:

---

@Bluestraw wrote:

---

@Laing1 wrote:

---

@Bluestraw wrote:

---

@Chodley wrote:

Have you tried bypassing the receiver and using a new cable?

---

No but not sure why I would? Everything worked perfectly until there was a firmware upgrade on the SkyQ box and now it is a little flakey. It's a bug in the firmware, absolutely no doubt! I can pinpoint the day it happened and I saw the box reboot for its update.

---

@Bluestraw Skys firmware updates all happen in the early hours of the morning at around 2am they never change this so if it was this time then it could have been an update but if it was any other time it would not have been a Sky firmware update.

What version of the firmware do you have ?

---

Yep it was around about that time (I am a night owl!) I'm Q300.000.06.00L (5yzv4ns)

---

@Bluestraw as @PandJ2020 says the current firmware version is 310 if I remember correctly 300 started rolling out End of Feb beginning of March not that, that helps you 

Dont suppose the TV or receiver received an update around the same time at all did they ?

---

Ok that's interesting, it certainly happened the day after the box had rebooted and I had assumed the s/w was updating as it was around 2am but perhaps it was something else. Can't see what else has changed, both the TV and Receiver have auto-updates disabled and I know I didn't manually kick one off recently. I guess I could try a forced update and see if it will go to 310! 

[Laing1]

---

@Bluestraw wrote:

---

@Laing1 wrote:

---

@Bluestraw wrote:

---

@Laing1 wrote:

---

@Bluestraw wrote:

---

@Chodley wrote:

Have you tried bypassing the receiver and using a new cable?

---

No but not sure why I would? Everything worked perfectly until there was a firmware upgrade on the SkyQ box and now it is a little flakey. It's a bug in the firmware, absolutely no doubt! I can pinpoint the day it happened and I saw the box reboot for its update.

---

@Bluestraw Skys firmware updates all happen in the early hours of the morning at around 2am they never change this so if it was this time then it could have been an update but if it was any other time it would not have been a Sky firmware update.

What version of the firmware do you have ?

---

Yep it was around about that time (I am a night owl!) I'm Q300.000.06.00L (5yzv4ns)

---

@Bluestraw as @PandJ2020 says the current firmware version is 310 if I remember correctly 300 started rolling out End of Feb beginning of March not that, that helps you 

Dont suppose the TV or receiver received an update around the same time at all did they ?

---

Ok that's interesting, it certainly happened the day after the box had rebooted and I had assumed the s/w was updating as it was around 2am but perhaps it was something else. Can't see what else has changed, both the TV and Receiver have auto-updates disabled and I know I didn't manually kick one off recently. I guess I could try a forced update and see if it will go to 310! 

---

@Bluestraw Definately worth a try 

My box very very occasionally drops from UHD to 1080i but hasn't done so for over a year 

[Bluestraw]

---

@PandJ2020 wrote:

---

@Bluestraw wrote:

Yep it was around about that time (I am a night owl!) I'm Q300.000.06.00L (5yzv4ns)

---

As an aside, Q31 is the latest release... Who knows, perhaps they've fixed it.  (Not sure if it's on the DR stream - but try an update to see)

---

Thanks will try this. Maybe the 2am reboot wasn't a s/w update in which case this is even more perplexing!

Sorry wasn't trying to be dismissive (referring to your other post). Just that connecting the box to the TV directly isn't a longterm solution for me, and the issue only happens about half the time I turn the box on, so replicating it in that way would be painful and I'm not sure what the results would tel me.