“Software issue” /part recorded (a common problem by the looks of things)

[Helpme-13]

Hi everybody. I am totally fed up at this stage with my SkyQ box and wondering will my recordings be available to watch or will it be screen freezing/black or blue screen or no sound? 99% of the time lately and frustratingly over the Christmas, I have this "software issue" or "Part Recorded". I have tried the recommended things like knocking off the box for a minimum of 30 secs and I've checked my connections and my software is all up to date. Going from all the posts here outlining the exact same problem(s) I'm having, my next step probably is to ring Sky itself (if I manage to talk to a human) to arrange for an Engineer to come out and probably replace my current box. Is this the only option I have?

[Laing1]

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@Helpme-13 wrote:

Hi everybody. I am totally fed up at this stage with my SkyQ box and wondering will my recordings be available to watch or will it be screen freezing/black or blue screen or no sound? 99% of the time lately and frustratingly over the Christmas, I have this "software issue" or "Part Recorded". I have tried the recommended things like knocking off the box for a minimum of 30 secs and I've checked my connections and my software is all up to date. Going from all the posts here outlining the exact same problem(s) I'm having, my next step probably is to ring Sky itself (if I manage to talk to a human) to arrange for an Engineer to come out and probably replace my current box. Is this the only option I have?

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@Helpme-13 You could try resetting the settings in the Q boxes hidden menu.
To enter the hidden menu press the home button and scroll down to settings but do not select settings.
With settings highlighted press 0 0 1 then select
Only Carry out the first Reset being Reset Settings as the others will wipe all recordings.
After the reset you will have to re-pair your remote assuming you are using a bluetooth remote by pressing 1 and 3 together on the remote

[EazyE]

I have had the same issue for the last three months. Since October2025.

The SkyQ box... It will Part record programmes saying power cut, but there is definitely no power cut. The box also refuses to turn on and is "Locked". Using the remote has no effect. Pressing any button has no effect, but will turn on and turn off my TV (an LG) the only way I can get the sky box to respond is to turn it off and turn it back on.

I have currently had four engineer visits which has resulted in two new skyQ boxes, resetting of the dish and replacement of the sensor? In the middle of the dish. The last visit envied up with a new cable from dish to SkyQ box. I have sky fibre broadband. 

I have tried software updates, resetting the power settings for the box (eco/Standby/nothing) the TV has no issues independently and my four year old sound system (Vizio) has no issues either. The WiFi can be "iffy" for 100Mbps at the router. fast.com (which the sky engineer uses) and other testers go as low as 15mbps at times and that's on three different devices.

I try to get all the information together for the engineer visits which to prove the faults (including the partial recording "power cut" issue)

The issue is now getting beyond what I expect from Sky.

anyone else in the same boat and got ANY ideas.

[Helpme-13]

Thanks very much for taking the time to outline your similar issues with your SkyQ box in your response. I have knocked it off a few times at the socket and just yesterday evening, I noticed on a few recordings seem to be "normal"  i.e. recorded in full with no "software issue" or "part recorded." If it stays like this, I'll be happy enough but for what we all pay Sky, we shouldn't have to put up with this shoddy series of "glitches." I know if I ring Sky, they will try to get me on this new Sky Glass which I won't be signing up to as we're only after getting a new tv and tv cabinet etc. . Thanks again for your feedback.

[EazyE]

It's strange because up until October we had no issues. My next move as the skyQ box is now not responding and just gives the orange light when I try to switch it on for the first time on any particular day. Doesn't do it every day by the way, but is probably 4 or 5 out of 10 days. 

I will be checking the sky remote (which will turn my TV on and off) and making sure it is responding as it should and also before I do that check my sky router settings on the internet to ensure both are showing as up and running.

what else I can do apart from a diary I just don't know. But will be ringing Sky again. When I do ring them I go through the normal hoops and then ask to speak to a human. It works I just say "I want to speak to a human"