UHD Downloads

[careilly]

Hi, I can watch UHD live, but I am unable to download UHD content. I get an error message saying I need to upgrade my subscription. 

[oldfella]

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@careilly wrote:

Hi, I can watch UHD live, but I am unable to download UHD content. I get an error message saying I need to upgrade my subscription. 

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Hi @careilly 

Assume you have the add on UHD subscription.
Do you have a relevant subscription also for the content?

ie

Sky Sports?

Sky Cinema?

[careilly]

Hi, I have all the relevant subscriptions, UHD and sports/cinema. I have also checked downloads are set to UHD in settings. 

[oldfella]

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@careilly wrote:

Hi, I have all the relevant subscriptions, UHD and sports/cinema. I have also checked downloads are set to UHD in settings. 

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Hi @careilly 

Have you tried rebooting your Q box?
To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

[careilly]

I've tried rebooting, but that didn't work. 

[oldfella]

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@careilly wrote:

I've tried rebooting, but that didn't work. 

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Hi @careilly 

Ars you sure your Q box is set to 2160p resolution?

If you are also trying to view UHD/HDR then you need 2160p 10 bit

[careilly]

Hi Oldfella, thanks for the help. box is set up for 2260p UHD. I've also tried resetting the viewing card. 

[oldfella]

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@careilly wrote:

Hi Oldfella, thanks for the help. box is set up for 2260p UHD. I've also tried resetting the viewing card. 

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Yes @careilly 

But is that 2160p 10 bit or 8 bit?

[careilly]

10 bit 

[tunneltiger]

I had this issue a few months ago,  I emailed Sky  viewer relations  and they reset something sky end(they said support team) and a few hours later I had UHD available as downloads again

[careilly]

Do you have their email address please? 

[MightyQuinn]

Hi @careilly   The email address is viewerR@sky.uk