On demand download failure Sky+ on 2 boxes

[GOH1977]

I can now download BT Sport Channels and the Irish Channels RTE but still not working on any other channel. 

[monkeynuts1952]

Same here too so looks like whatever changes Sky technical have made haven't solved anything. I'm missing out on so much content I would have downloaded from on demand!

Also was recommended 2 series on Paramount + but thought that channel was only available to Sky Q and Glass customers as I didn't see the series when using the search button. 

[MogwaiSatTV]

Not sure why this thread is marked as answered. As we are all clearly still having the issue.

[Janliz]

When I go to the catch up I just get the message that it's not connected. I can't even get to see if any channels will load. I've turned off, on and off again. Why can't Sky see that it's a fault from them!! Like others no problem to record itv, bbc to the planner 

[Mark39]

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@MogwaiSatTV wrote:

Not sure why this thread is marked as answered. As we are all clearly still having the issue.

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Only the original poster or a Community moderator can mark the answer.

So far as I'm aware, Sky hasn't said the problem is resolved (and clearly it's not).

[Kayelaina]

morning @MogwaiSatTV I am guessing it has been marked as Answered in error as it also happened back on page 2 of this thread when we first started this discussion but was then removed.

[monkeynuts1952]

Yes sorry that's me not understanding how Sky Community works 🤦🏻‍♀️ it most certainly isn't resolved!

[JJB12345]

Hi all

i am an av engineer installing home automation systems and I just wanted to put my bit forward. Over the past few weeks we have had multiple customers all who have had issues with Sky hd boxes not being able to download catchup. Some have been unable to access catch-up with their boxes saying they are offline (when they are most definitely not) some can access catch-up and download bbc and itv but nothing else. Whatever their issue it would be the same across all there boxes in their property. So far we have been able to fix all their issues and below is the procedure we have used on all boxes to fix the issue. 

Firstly we rebuild planner (this doesn't lose any recording just rebuilds the planner) Press guide, info, 0, 0, 1, select to enter engineers menu the choose rebuild planner. 

Once the rebuild is complete and the box is fully initialised we then force an update by unplug the power for 30 seconds then hold down the backup button on the box whilst plugging power back in. Keep holding until all 4 lights on the front of the box light up. 
Allow the box to update 10 minutes or so. Once updated and fully initialised reboot the box again. 

Do this to all boxes in your property. 

This method has worked on all sites so far. I hope this helps some of you. 

[MogwaiSatTV]

I will give this a try later. Is the rebuild option you mention the same as the Sky + Rebuild option shown on the help screen?

[Annie+UK]

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@JJB12345 wrote:

Hi all

i am an av engineer installing home automation systems and I just wanted to put my bit forward. Over the past few weeks we have had multiple customers all who have had issues with Sky hd boxes not being able to download catchup. Some have been unable to access catch-up with their boxes saying they are offline (when they are most definitely not) some can access catch-up and download bbc and itv but nothing else. Whatever their issue it would be the same across all there boxes in their property. So far we have been able to fix all their issues and below is the procedure we have used on all boxes to fix the issue. 

Firstly we rebuild planner (this doesn't lose any recording just rebuilds the planner) Press guide, info, 0, 0, 1, select to enter engineers menu the choose rebuild planner. 

Once the rebuild is complete and the box is fully initialised we then force an update by unplug the power for 30 seconds then hold down the backup button on the box whilst plugging power back in. Keep holding until all 4 lights on the front of the box light up. 
Allow the box to update 10 minutes or so. Once updated and fully initialised reboot the box again. 

Do this to all boxes in your property. 

This method has worked on all sites so far. I hope this helps some of you. 

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Forcing an update is a placebo as when there is no change in software all the box does is a reboot, The planner rebuild has been see to achieve nothing in fixing this issue

Your procedure is doing a lot of unnecessary stuff so I'm not sure what is fixing things for you, next time you have to fix a box try turning the mains off for 10 minutes and see if that helps

[Steve0001]

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@Annie+UK wrote:

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@JJB12345 wrote:

Hi all

i am an av engineer installing home automation systems and I just wanted to put my bit forward. Over the past few weeks we have had multiple customers all who have had issues with Sky hd boxes not being able to download catchup. Some have been unable to access catch-up with their boxes saying they are offline (when they are most definitely not) some can access catch-up and download bbc and itv but nothing else. Whatever their issue it would be the same across all there boxes in their property. So far we have been able to fix all their issues and below is the procedure we have used on all boxes to fix the issue. 

Firstly we rebuild planner (this doesn't lose any recording just rebuilds the planner) Press guide, info, 0, 0, 1, select to enter engineers menu the choose rebuild planner. 

Once the rebuild is complete and the box is fully initialised we then force an update by unplug the power for 30 seconds then hold down the backup button on the box whilst plugging power back in. Keep holding until all 4 lights on the front of the box light up. 
Allow the box to update 10 minutes or so. Once updated and fully initialised reboot the box again. 

Do this to all boxes in your property. 

This method has worked on all sites so far. I hope this helps some of you. 

---

Forcing an update is a placebo as when there is no change in software all the box does is a reboot, The planner rebuild has been see to achieve nothing in fixing this issue

Your procedure is doing a lot of unnecessary stuff so I'm not sure what is fixing things for you, next time you have to fix a box try turning the mains off for 10 minutes and see if that helps

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I would tend to agree, although all input/comments are welcome.

We have all done the planner rebuild and everyone seems to agree that it doesn't help.

Unless someone from Sky comes on here and says that there has been a recent (last week) software update and that a forced update is required then I will not be doing a forced update. I have checked and my box appears to be up-to-date, software wise.

It is possible that some customers, through no fault of their own, lack basic tech skills and need someone to just power off/on hardware, reset planners or do forced updates (because they are not automatic or properly connected). That often works, which is great.

All that said, this really does seem like a Sky server issue but I would be happy to be proven wrong.

@MogwaiSatTVor others, please let us know what occurs after the above 'hard' update is run.

[JJB12345]

Hi @Annie+UK

I apologise and bow to your vastly superior knowledge. I merely thought it might be helpful to someone (clearly not you) to know how in the past week we have managed to get several customers and ALL their Sky hd boxes back to downloading and watching catch-up. Clearly you know better. I'll keep my fixes to myself in future but will also keep using this fix for any other customer that faces the same issue rather than your highly technical solution of unplugging the power for 10 minutes.

Apologies to anyone whose time I have wasted by sharing my experiences.

[PocketDog]

We too are also having the same issue, also strated happening at the end of January so it's been over 2 weeks of this not working properly.

Every time we try to download anything it says Failed and the reason is Item Unavailable. Have checked 'my products' in the 'my account' section and everything is as it should be. 

This is very frustrating.  Have tried downloading items in HD and SD and both fail for us. Have also done a forced software download and did a planner re-build. As a last resort treied setting the DNS to things like 1.1.1.1 and 8.8.8.8.  Nothing works.  

We have a SKY+ HD 1TB box and not interested in getting Sky Q.   FYI we are on Plusnet for our ISP, in case thats relevant. 

[Seedy]

I also have been experiencing the same problem for the last few weeks. Sky+ recordings work ok, on demand downloads for BBC and itv work fine, connection to broadband:OK. Downloads for Sky channels start downloading for a few seconds then go to scheduled then to failed. Information says failed rec:item unavailable. 
I've tried the planner rebuild and software update and further reboot as suggested in a previous comment but I have the same problem. 
Is there any update from Sky? 

[Kayelaina]

Not aware of any update @@since 15th Feb when @Chloe-W22  advised some changes had been made. However these changes have not resolved the issue so we have to hope they are still working on a fix.