Viewing card

[Becky08]

I've got an error message stating 'please ensure the correct viewing card is inserted with the chip facing up.' I've followed the troubleshoot guidance online by removing the card and putting it in again and unplugging my sky box and restarting it but still have the same issues. Does anyone have any advice? 

[oldfella]

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@Becky08 wrote:

I've got an error message stating 'please ensure the correct viewing card is inserted with the chip facing up.' I've followed the troubleshoot guidance online by removing the card and putting it in again and unplugging my sky box and restarting it but still have the same issues. Does anyone have any advice? 

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Hi @Becky08 

First check that your viewing card is correctly inserted. Viewing card is in the right hand end of the box.
If it is in correctly there is not enough of it sticking out to grip and remove it.
Push it fully in and it will pop out slightly enough so you can remove it.
Make sure that it is in chip side up and chip end in first. Push it gently fully in and you should feel a slight click when it is engaged. If it has popped out enough to remove it is not located correctly.
If you are satisfied that it is in correctly
Try refreshing your Viewing card.
Home - Settings - System info.
Highlight Viewing card number and then select Setup on the right hand side.
Then select Use this option to trigger a callback

No call is actually made but the Viewing card should be refreshed.

[Becky08]

Hi! Thank you for your help 🙂 

The viewing card is definitely inserted correctly as I heard it click when I put it back in and I've tried several times. 

I've tried refreshing the viewing card but in the 'viewing card number' section it states 'no csrd inserted' so I've gone across to 'setup' and it just states 'please ensure the correctly viewing card is inserted with the chip facing up.' There's no option to trigger a call back? 

Thanks

Becky 🙂 

[oldfella]

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@Becky08 wrote:

Hi! Thank you for your help 🙂 

The viewing card is definitely inserted correctly as I heard it click when I put it back in and I've tried several times. 

I've tried refreshing the viewing card but in the 'viewing card number' section it states 'no csrd inserted' so I've gone across to 'setup' and it just states 'please ensure the correctly viewing card is inserted with the chip facing up.' There's no option to trigger a call back? 

Thanks

Becky 🙂 

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Hi @Becky08 

There will be no options if the Viewing card is not registering.

Try rebooting your Q box  and try the viewing card removal and reinsertion again.

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.

[Becky08]

Hi

Thanks for this. Yes I've followed that procedure several times today and it hasn't rectified the issue so I've just spoken to Sky on the phone and they've offered me a replacement viewing card. Fingers crossed that fixes the issue 🙂 

[LesleyA]

I am having exactly the same problem and the voicemail message said go to the forum.   Have tried everything that was on the message trail and still nothing... any advice?

[Becky08]

I had to have a new viewing card sent out to me!