not able to download UHD

[Philk2022]

Unable to download UHD tv shows and movies, get a message saying to upgrade even tho I have the UHD package and can watch sports channels with UHD

[oldfella]

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@Philk2022 wrote:

Unable to download UHD tv shows and movies, get a message saying to upgrade even tho I have the UHD package and can watch sports channels with UHD

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Do you also have Sky Cinema subscription @Philk2022 ?

[MightyQuinn]

Hi @Philk2022   Have you checked that your resolution hasn't reverted back to 1080p?

[Philk2022]

Yes @oldfella I have it all. 

[Philk2022]

@MightyQuinn yes I've checked the resolution and it's all set to uhd. 

[oldfella]

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@Philk2022 wrote:

Yes @oldfella I have it all. 

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Hi @Philk2022 

Is your Q box set to 2160p 10 bit as it could be an HDR issue if you are trying to download UHD/HDR content.

You also need a HDR capable Q Box.

[Philk2022]

@oldfella ye its all set, it was working last week, I've been away and now it's not! I've restarted my box to try and sort it but still nothing 🤔

[oldfella]

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@Philk2022 wrote:

@oldfella ye its all set, it was working last week, I've been away and now it's not! I've restarted my box to try and sort it but still nothing 🤔

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Hi @Philk2022 

Try a Reset Settings in the Q box hidden menu.
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Only Carry out the first Reset (Reset Settings) as the other two will wipe all recordings.
After the Reset you will have to re pair your Bluetooth remote If you use one.
If you cannot switch the Q box on with the remote after the Reset press the Standby button (Amber led) on the front of the box.
To re pair the remote press 1 & 3 together on the remote and follow onscreen instructions to re pair.

Make sure that you are pointing the remote at the Q box when you press 1 & 3 together.

Resetting the settings will also reset:

Audio visual settings, such as picture resolution and HDMI control
Settings changed within the hidden engineer menu, include LNB type. If on a communal dish you need to reset the LNB to SCR in the hidden menu. After changing the LNB type you need to reboot the Q box.

[Philk2022]

@oldfella just done that, nice hack to know but unfortunately still the same message! I've checked everything again, it's so strange 😒

[Philk2022]

Update Its not just UHD it won't let me download anything, saying I don't have the right subscription to! 

[oldfella]

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@Philk2022 wrote:

@oldfella just done that, nice hack to know but unfortunately still the same message! I've checked everything again, it's so strange 😒

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Only other thing I can suggest @Philk2022 

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.

[Philk2022]

@oldfella no luck, will have to give sky a ring! Thanks for the help! 👍

[oldfella]

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@Philk2022 wrote:

@oldfella no luck, will have to give sky a ring! Thanks for the help! 👍

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Hi @Philk2022 

I have escalated your post to Sky.
You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
The link below explains how the escalation process works

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147?.

[Lisa-P1987]

Thanks for escalating this. We’ve sent Philk2022 an invite to chat.

[Addie15]

Update-We are closing this chat now as this matter has been resolved. if you need help in the future, please do not hesitate to reach out. Thanks.