Ultra HD has stopped working on my Sky Q box

[Kitfisto]

Ultra HD has stopped working on my Sky Q box, completely out of the blue. I didn't change any settings on my box or any in my TV settings

I've tried various things to fix this, but nothing has been a success. I'm getting errors UH021 & UH031 when I select UHD in the Sky settings.

My TV is a Toshiba 49U6863DB.

Can anyone help with this please? I'm paying £5 a month for UHD, so this is very annoying.

Thanks in advance.

[oldfella]

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@Kitfisto wrote:

Ultra HD has stopped working on my Sky Q box, completely out of the blue. I didn't change any settings on my box or any in my TV settings

I've tried various things to fix this, but nothing has been a success. I'm getting errors UH021 & UH031 when I select UHD in the Sky settings.

My TV is a Toshiba 49U6863DB.

Can anyone help with this please? I'm paying £5 a month for UHD, so this is very annoying.

Thanks in advance.

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Hi @Kitfisto 

Edit

Assume you have 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.

Check the following links

https://www.sky.com/help/articles/osm-uhd-setup-not-worked

https://www.sky.com/help/articles/uhd-10bit-osm

[Kitfisto]

Hi @oldfella, yes I've tried that.

[PeteRG41]

You might want to take a read through the posts in this thread

Sky Q error UH021 when enabling 10 bit HDR | Sky Community

I'm guessing that Sky Q is attempting to change mode, but is wanting confirmation before the TV has fully caught up with the resolution change.  Possibly a recent firmware update for the TV or Sky Q has somehow caused this without you changing any settings.

[Fargosport]

I have the same problem will not show uhd programs all I get is please upgrade to uhd I already subscribe to sky for UHD my telly is a oled Hisense tv bin going on for two months  they have even replayed my sky q box with a new one three days ago but STILL not giving me UHD???????

[Fargosport]

My box in settings shows it is set on 2160p UHD but still do not get UHD and box will not show programs in full UHD still says I have to upgrade but I have so what xxxx is going on.

[MickyMick]

I have the same, has been working fine then put the blue just doesn't work with any of the settings. Tried everything I can think of. Issue with sky? I have an LG OLED65G26LA.

[Chodley]

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@Fargosport wrote:

I have the same problem will not show uhd programs all I get is please upgrade to uhd I already subscribe to sky for UHD my telly is a oled Hisense tv bin going on for two months  they have even replayed my sky q box with a new one three days ago but STILL not giving me UHD???????

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Sounds like maybe a problem / glitch with your subscription. Are you getting the error in the opening post? If not this sounds like a different issue.

By the way, I'm pretty sure Hisense don't make OLED TVs.

[Chodley]

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@MickyMick wrote:

I have the same, has been working fine then put the blue just doesn't work with any of the settings. Tried everything I can think of. Issue with sky? I have an LG OLED65G26LA.

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What happens, any errors or anything, on yours?

[Fargosport]

Just bin out to shed your right it says QULED on box

[MickyMick]

No errors just have to go through UHD set up with the red button and hear sound, no visual. Tried resetting box etc

[Chodley]

"just have to go through UHD set up with the red button"

I don't know what this is. Can't remember any UHD setup other than changing the output res to 2160p

[SKYQwSKYfiber]

I recently got a new UHD SKY Q box, having been a UHD subscriber for over 7 years. Engineer set all up in 10 bit UHD, all was working fine on my LG 4K tv, even got the "UHD HDR" pop up (which never happened before) when we switched to Sky Sports F1 UHD and TNTSportsUltimate. 

After he left, I thought I might as well update to the latest software ..... but then after the reboot although I could select 10 Bit UHD from the menu, the picture for all channels was zoomed into the top left and there was a shudder delay to the stream, very obvious on Sky News with the ticker at the bottom. It also had the error UH021 too, however selecting 1080 HD showed everying no issues. 

Thing is, modern TVs (and I assume the Q box) have internal databases of device types and try to match various outputs to each one, for example when my Xbox One was plugged in the input was automaticly renamed XBOX ONE. This pointed to some miss match in the software after the update, so I unplugged the power from the SKY Q box for 20 minutes (to clear any cached data) and also unplugged the HDMI cable going to the TV.  Then, after I had connected everything back up, I could select  10 Bit UHD with no issues and the picture was back to normal for all channels and I got the "UHD HDR" pop up  on the 4KHD channels too. 

In summary, the TV and the Q box had a miscommunication when trying to automaticly determine what type of TV it was plugged into, which caused issues with displaying it properly in UHD, and a complete cache clear allowed them to try again and select the correct 4KHD picture settings for my model of TV. 

[ps1170]

This happened to me, I reset picture settings on tv turned off sky box at controller then back on tv then set up uhd automatically,