SkyQ keeps losing sound / picture and box becomes unresponsive

[Julie1975]

I am not sure if anyone else is having problems with their SkyQ at the moment but I am having a lot of problems with mine.  Basically it works for 5-10 mins not much longer then either:

- the sound goes off, the picture stays on for a bit and then the screen goes black and box is unresponsive

OR

- the picture goes off, screen is black but I can still hear the sound then the box becomes unresponsive

It is becoming increasingly frustrating, I keep turning it off at the wall, hoping it will fix it but it comes back on for a little bit then does the same.  

I occasionally get a blue screen after it has been black for a while which says "This screen does not support HDCP.  Try reconnecting your HDMI cable or use a different screen."  I have tried unplugging HDMI cable and plugging it into another port but same happens again.

If anyone can offer any advice I'd very much appreciate it.

Thanks

Julie

[Lisa-P1987]

Hi there @Julie1975 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147