Error Codes on Sky Q, + and Glass

Error Codes on Sky Q, + and Glass Explained


Let's get right down to it. 



Sky Q


Error Code



"UHD1" This error code means that your UHD settings are not set properly. They may also have reverted to previous settings, eg: 1080p. Unplug and re-plug your Sky box. After that, go to Settings and then Set-up, then Audio and Visuals. Then up all the settings to UHD levels. 
Discussion topic:"Because of a technical issue your download cannot be completed. Please try again later"

Discussion topic

There is an issue at the moment with some accounts that won't allow downloads but that usually puts up a screen saying to upgrade to view. That is solved in many cases by a call to Sky who sends a refresh signal to the viewing card. 


Restart your main Sky Q box. Press the Standby button on your Remote, turn off the Q Box at mains. Wait at least 5 minutes, turn your Box on at the mains and follow onscreen instructions - press Home when screen goes blank.


If a simple reboot doesn't help, go down to Settings but don't press Select. Instead type 0 0 1, then Select to open the hidden menu. From there you can Reset Settings (you won't lose any recordings or preferences) which takes about 20 minutes. See if that helps sort things out. 

"DSU_508" This is a known error that can take a few tries to fix. It often occurs when upgrading packages, which can take anywhere from 30 seconds to 4 hours to finish uploading on your viewing card. Unplug your Sky Q box from the mains and wait 30 seconds. Unplug all cables and your viewing card. Plug it all back in and go through the boot up process. If this doesn't work you may need to call for a refresh signal. 150 if you have Sky Mobile or Talk or the number under "Need more help" on this page - Sky Help |
"tvq-pb-101-(5.6.0)" This error may come up on Netflix when trying to watch an episode of a show. It shows when you’re using an AV cable instead of an HDMI to connect your Sky Q box to your TV. You need HDCP content protection to stream Netflix.

Try refreshing the app first of all. You can also simply connect your Sky Q box to your TV using an HDMI cable instead.

If that doesn't work, go to Settings, then Setup, then Network - Advanced, and select Set Manually. This brings up a screen populated with numbers. If DNS Server says something like, change it to and press Confirm. It will drop out for a few seconds while it reconnects. Once reconnected, turn the main box off at the wall for 30 secs, then back on again and let it reboot fully. 

"50-9.410" This is an error code linked to Sky Q recordings Restart your modem and router.
"mr001" mr001 is related to problems with connectivity and means you cannot access the server.

Make sure that the WiFi router is working and located in a suitable spot. Turn your router off, wait 30 seconds and turn it back on again. This will allow for a mini software update and will send through the correct IP address.

"1026"  It could be the result of a temporary communication glitch between your device and Disney Plus servers.

Restart your device and router. 

Click your Home button, then highlight Settings, press 0 0 1, select Apps and then select Refresh apps. This can take up to 24 hours, as it clears all caches.

"mr102" This problem usually occurs due to your mini box failing to connect to your main box.

Turn off your mini box at the wall for about 30 seconds, then turn it back on. If that doesn't work, it might not only be the mini box that has lost connection. Try switching both the mini box and the main box off at the wall for another 30 seconds, then turn the main box back on first. Wait for it fully reboot and then turn the mini box back on.

Multi room q box showing error MR104 means your mini box might be a bit too far from the main box to get a reliable signal from it.

Try going to Settings, then Setup - Network - Reset, and at step 2 of 4 on screen, press the WPS button on the front of the main box.

Your mini box might be a bit too far from the main box to get a reliable signal from it.

You might need a Sky Q booster between the main box and the mini box to help the signal reach the mini better.

"83" It seems to come from using Disney Plus on your mobile or using mobile data, such as a hotspot or your data plan, or Roku devices. It could also be if you had previously another account logged onto the sky box. Log in using the original  email address that is linked to the account holder. Disney will say you are no longer subscribed and tto log out. When you log out and then log back in with the new account, it should work fine.
"NW-2-5" This means you have a network connectivity issue, which means that your device cannot reach the Netflix service. Netflix has this handy article  for troubleshooting your chosen device.
"DSU_529" It can be caused by an issue with your internet connection or by other applications that are interfering with the proper functioning of the app you are trying to use. Go to Settings - Setup - Network and select Reset followed by Confirm. When the box restarts press Select and then go to the closest connected Sky Q device (the main box or Booster) and press and hold its WPS button (far right) until it flashes amber.



Sky +


Error Code Explanation Fix
 "10 (28)" This error flags up when you have failed recordings, and looks like a hard disk problem. Try rebuilding the planner in step 2 of this guide.



"http 403 forbidden"

You're having issues with On Demand on your Sky+ box Press services on your Sky remote, then select Settings, followed by Network. If it shows a 'set up' screen, you need to set up On Demand. If it's a 'network connection' screen, you need to unplug your router for 30 seconds and then plug it back in again.
"Recording selection failed" If your problem is with multiple recordings A Planner Rebuild stops any current recordings and restarts your Sky box.
  1. Press services on your Sky remote, select Help and then select Sky+ Rebuild. You'll see a confirmation banner.
  2. Press select to confirm. The banner changes to Housekeeping please wait. This can take a few minutes to complete. The screen will go blank and the Sky box will switch itself off.
  3. If Housekeeping please wait displays for more than 3 minutes, or the screen goes back to the previous menu, power the Sky box off and back on at the mains to restart the box.
  4. Wait at least 4 minutes then press sky to switch on your Sky box.
Any "call" message This usually means that there is an issue with your viewing card. Check your viewing card, if it needs re-pairing, then click here. Also check your subscription and billing on MySky.
"Initialising new viewing card" You've recently inserted a new viewing card. This usually clears up after a few minutes, but if it doesn't, try this link.
"This is the wrong card for this set-top box" You don't have the latest software version, so you'll have to manually update it. The quickest way to manually update is by following these steps.



Sky Glass


Error Explanation Fix
"software error" Your Sky Glass hasn’t been able to load the correct device software and needs to download the latest version.
  1. Put your TV on standby by pressing the standby button on your Sky remote or on the right-hand side of your TV.
  2. Switch off your TV at the mains then switch it back on again. There’s no need to unplug it.
  3. Press Home on your remote

Do the same with your pucks, and if this restart doesn't help, click here.

"Page error" This error flags up when setting up Sky Glass. Only the account owner or account manager can activate Sky Glass.
  1. Close your web browser and try again.
  2. Go to and enter the 6-digit code that's showing on your TV.
"You have reached your device limit" You have tried to connect too many devices. You can have one Sky Glass TV and up to six Sky Stream pucks per account.
"Linking unsuccessful. Please try again later" This error flags up when setting up Sky Glass. Double click each digit you enter.
"There is a technical fault with this channel. Please try again later" There is a temporary broadcasting issue, which usually resolves itself after some time.
  1. Put your TV into standby by pressing the standby button on your Sky remote or on the right-hand side of your TV.
  2. Switch your TV off at the mains and switch it back on again. There's no need to unplug it.
  3. When you see the Sky logo screen, press Home on your Sky remote.
"1100" This error comes up on the Sky Store app. Currently an app refresh is the solution to this error code. Press System Management then Resets and Updates and finally Refresh Apps. You'll see a message that says, 'Your apps are being refreshed'. Press Dismiss to return to normal viewing.



This occurs when signing into Sky Store. The issue stems from method of payment. For Glass customers you need to pay for Sky Store purchases via a credit or debit card. It is not possible to take Sky Store payments from the Glass direct debit.

1. If you cannot add card details on Sky Store due to the error message, the fix for this is that the Sky Store customer service team need to clear out any details stored in your My Payment Packet eWallet. The eWallet dates back to the days of the Sky Player.

2. Once the eWallet is cleared, the option to add payment details appears on

3. Once payment details are added Sky Store works on both Glass and the Pucks.


If you can't find your on-screen error message, click here to enter it into our look-up!

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