Fixing problems with the TV apps

Some basic checks before you start

Check if your Sky Q box, Sky Glass TV or Sky Stream puck is connected to the internet

Your Sky Q box, Sky Glass TV or Sky Stream puck will need to be connected to the internet to access the TV apps. To check your internet connection:

Image showing no network connection on Sky Q

Image showing Sky Glass with no Network connection

  1. Press Home on your Sky remote, then select Settings followed by Setup.
  2. Select Network and check your internet connection.

Sky Q only: If you’re not connected, follow the on-screen instructions to connect. If you’re still having problems connecting, you may need to follow the Sky Q connectivity troubleshooting steps.

Sky Glass and Sky Stream only: If you have Sky Glass or Sky Stream you'll see a full screen takeover when you're not connected to broadband. Follow the on screen instructions to get connected.

If you're not a Sky Broadband customer, you may need to speak with your provider for support as this could be a latency issue with your Broadband connection.

Having a problem with Sky Broadband speeds? Use Service Checker to see if there's an issue.

Check the software version on your Sky Q box

On Sky Q:

  1. Press Home on your Sky Q remote, then select Settings followed by System info.
  2. Make a note of the Hardware Version and Software Version.
  3. Go to How to check which Sky box you have and check the Software Version listed in the table matches the Software Version on your Sky Q box.

If they match, your box is already on the correct software and doesn't need updating. If they don't match, you'll need to complete a software download:

Image showing system info screen

  1. Press Home on your Sky Q remote, then select Settings then System Info.
  2. Select Software version followed by setup.
  3. Select Software download to begin downloading the latest software.
  4. You’ll see the message Software update in progress. Don’t switch off the Sky Q box during the download. This can take up to 10 minutes to complete.
  5. When you see the message Software download successful. Your box will complete the installation next time it goes into standby, press standby on the Sky Q remote to turn the box off. The Sky Q box should now restart itself.
  6. Wait for the on-screen instructions to disappear, then press Home on the Sky Q remote.
  7. Check Settings to make sure the Software Version has successfully updated. If it hasn’t, repeat the software download process.

Restart your Sky Q box, Sky Glass TV or Sky Stream puck

If the app still isn’t showing in the Home page under apps, or on the apps menu, restart your Sky Q box, Sky Glass TV or Sky Stream puck.

On Sky Q:

  1. Press Standby on your Sky Q remote, then switch off or unplug at the mains and wait for the lights on your Sky Q box to turn off.
  2. Plug in and switch your Sky Q box back on at the mains.
  3. Wait for the on-screen instructions to disappear then press Home on your Sky Q remote.

Some features may take up to 5 minutes to return.

On Sky Glass or a Sky Stream puck:

Sky Glass restart button

  1. Put your Sky Glass TV or Sky Stream puck on standby by pressing the Standby button on your Sky remote, on the right-hand side of your Sky Glass TV or the bottom of your Sky Stream puck.
  2. Switch off your Sky Glass TV or Sky Stream puck at the mains then switch it back on again. There’s no need to unplug it.

After a few seconds, you'll see the Sky logo on screen and the red or white standby light will come on (it might blink off and back on again) as the Sky Glass TV or Sky Stream puck starts back up.

Sky logo screen

3.On your Sky remote, press the Home button. You should see the Sky Home screen.

Sky Glass home screen

If restarting didn’t work, you may have a problem with your internet connection.

If you have Sky Broadband, you can test your connection online to see if you have an underlying problem. If you’re not with Sky, contact your broadband provider for more help.

Refresh your apps

If your apps are still missing, try refreshing them:

Image showing refresh apps screen

On Sky Q:

  1. Press Home on your Sky Q remote, then highlight Settings
  2. Press 0,0,1 and Select to access the Installer menu
  3. Select Apps then highlight Refresh all Apps on this box. You'll see a message that says, 'Your apps are being refreshed'.
  4. Press Dismiss to return to normal viewing.

The refresh can take 24 hours to complete.

On Sky Glass or a Sky Stream puck:

  1. Press Home on your Sky remote, then highlight Settings
  2. Press System management then Resets and updates and finally Refresh apps.
  3. You'll see a message that says, 'Your apps are being refreshed'.
  4. Press Dismiss to return to normal viewing.

The refresh can take 24 hours to complete.

I still have a problem with a TV app