This programme is no longer available

[mr.tickle]

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@GuybrushThreep wrote:

I actually got mine to work again by switching from HDMI 1 to HDMI 2. After a few days I thought that I would switch back over to HDMI 1 and see if that now works.  Nope so back to HDMI 2. Well guess what? Yup that doesn't work now😔

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Well of course. The intermittent bug hasn't been fixed yet 😞 . (It's still happened for me on Q360.000.08.00L)

Changing HDMI ports by physically removing the cable had the effect of forcing a new, fresh, HDMI handshake to occur (after the buggy one which can sometimes happen) and that is why you got a picture.

The work-around of pressing the front panel's button to bring the box out of standby instead of using the remote control has been very reliable for me. We believe that  (see earlier posts) this bypasses the buggy handshake which can sometimes happen.

• Pulling out the HDMI from both ends and then reinserting it will also induce a new handshake, but that's more hassle.
• Power-cycling the box will also do it, but that's a lot more hassle and not normally required at all.

[Me134]

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@GuybrushThreep wrote:

I actually got mine to work again by switching from HDMI 1 to HDMI 2. After a few days I thought that I would switch back over to HDMI 1 and see if that now works.  Nope so back to HDMI 2. Well guess what? Yup that doesn't work now😔

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It's possible that doing that could have affected a change but as above, that's forcing a new HDMI handshake so is more likely to be a temporary "fix". Perhaps using the eARC port may make a difference or changing the HDMI-CEC setting on the TV and/or Q box, but people have tried it and it didn't help. Given that it only seems to affect a small proportion of customers with different setups & TVs, any change shy of a software fix is going to be a try & hope job.

[John+Cas]

Same problem with my box needs fixing why dose sky take so long to fix and issue an update my main sky q box is upstairs my dad is elderly so can't keep going upstairs to turn main box on and off

[Paul-65]

Has anyone with this issue got a Soni Bravia tv / virgin broadband. As stated before my broadband is provided by Virgin who in fairness have been trying to provide me with a more up to date router for about 2 years now. I recently agreed to update and low and behold problem with Sky is gone. I also updated my Bravia software and I've had no issues now for a month. Might be a massive coincidence but I'm now sorted 

[Me134]

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@Paul-65 wrote:

Has anyone with this issue got a Soni Bravia tv / virgin broadband. As stated before my broadband is provided by Virgin who in fairness have been trying to provide me with a more up to date router for about 2 years now. I recently agreed to update and low and behold problem with Sky is gone. I also updated my Bravia software and I've had no issues now for a month. Might be a massive coincidence but I'm now sorted 

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As it appears to be related to a HDMI handshake error between the TV and the Q box I'd suggest it was the Sony update that helped. Is that Sony update dated by the way? I wonder if the "fix" has to at least partially come from the TV manufacturers rather than Sky, although I can't see how it would affect various manufacturers.

[Leasty]

Just came across this - the title didn't help - with regard to HDMI handshaking.

I had problems back in March when my Samsung QE50Q60 started showing no signal on the Sky HDMI port after a Sky update. After changing various settings (mainly Standby) it went away or there was another update.

Problem came back a few days ago and have tried various things to get it working consistently. What does now work for me is doing a reboot of the TV. On the Samsung a full reboot  only takes a few seconds and the two link up again. Doing a hard reboot of the Sky Q box also works, but takes minutes. I hadn't realised there had been a Sky update to Q360 so I am guessing this is the culprit as far as I am concerned. Re-plugging the HDMI cable is a bit risky and I wouldn't do this normally.

The problem only normally occurs at first start-up in the morning but have had it at other times. I guess I just have to wait for another update.

[GuybrushThreep]

I had started using the standby button as suggested instead of leaving it on continuously. 

This was a decent work around but I forgot to do it one night and the next morning it all seemed to work again so it's been a few days now and still good.

I'm sure that it won't last though.

[ToooSloooow]

Still got the issue here. 😢

Updated to the 360 software and still the same. 

[Tbd32]

Us too. It's driving us insane

[GuybrushThreep]

Mine froze again last night while I was watching it. I wonder if the temperature plays a part?

[manassas77]

I've been running my box (Older Samsung TV) for a couple of weeks now without switching off at the wall, but using the front box power button and Samsung Remote  exclusively for shutting down and starting up rather than using the Sky Remote.

So far no issues at all, and once the box is started the remote works fine for all the other functions.

Just need to stop memory muscle from kicking in and using the Sky Remote to switch off! Then it all goes south and have to start with a full reboot.

Still far from a perfect solution, but it works at least.

[Madkitty]

A bit of a delayed post apologies... I had an update call from the Exec team on Friday to say they have no resolution still and it's not showing on their national case list....to which it will be escalated again. Funnily tried to sell me Stream as an alternative....not impressed with their Exec team at the moment. Made it clear that after over 3 months in the same position with daily reboots, failed recordings etc that I will be leaving if it's not resolved soon.

[DW49]

• That makes two of us.......

[cathy+greenwood]

Sky exec team also tried to call me on Friday, then sent an email.

no changes or resolution.  

they are just playing lip service to me as. Escalated it to the ceo.

if they have not fixed it yet, they will not bother.   They know what was changed in the s/w version that caused the issue, so there is not justification for a fix to take this long..

at the point of not caring and will bin sky at the end of the contract 

[mr.tickle]

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@cathy+greenwood wrote:

if they have not fixed it yet, they will not bother.   They know what was changed in the s/w version that caused the issue, so there is not justification for a fix to take this long..

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Yeah, that's not how software works 🤣

If it was as deceptively simple as that, it would be as trivial as that to fix.

We're all frustrated, but the solutions have to be technically sound.