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Sky Q app

Error messages on the Sky Q app

If you're seeing an on screen error message when trying to watch a show through Sky Q app on your device, select the message you're seeing from the options below for help with resolving the issue.

  • "There is a problem with your network connection. Please check your settings and try again."

    If you're experiencing connection problems while using the Sky Q app on your iPad, you might see this error message appear. Here are some things you can try to fix the issue.

    Check the broadband connection on your device

    If your signal is weak, move closer to the broadband router. If it fixes the problem but you don’t want to watch from this part of your home, a Sky Q Booster could be the answer. To get one, contact us using the details below.

    If this doesn't work or if you don't have any signal, turn off your device's broadband connection then turn it back on.

    Restart the app

    If you're still having problems, try restarting the app. In many cases, this will resolve some issues with the Sky Q app. 

    To do this, press the device's Home button twice to bring up your recent applications. Tap and hold the Sky Q app and swipe it up to close it.

    Now reopen the app to see if this resolves the problem.

    If you're still having problems, please contact us.

  • "There's a problem with your connection. Please check your network and try again."

    If you're experiencing connection problems while using the Sky Q app on your Android tablet, here are some things you can try to fix the issue.

    Check the broadband connection on your device

    If your signal is weak, move closer to the broadband router. If it fixes the problem but you don’t want to watch from this part of your home, a Sky Q Booster could be the answer. To get one, contact us using the details below.

    If this doesn't work or if you don't have any signal, turn off your device's broadband connection then turn it back on.

    Restart the app

    If you're still having problems, try restarting the app. In many cases, this will resolve some issues with the Sky Q app.

    To do this, open the recent screens menu. Find the Sky Q app screen and tap X to close it.

    Now reopen the app to see if this resolves the problem.

    If you're still having problems, please contact us.

  • "An unknown error occurred, please try again."

    If you experience this error message, try watching or downloading the show again.

    If the problem continues, restart the app to try to get it working again.

    To do this:

    Apple device users: Press the device's Home button twice to bring up your recent applications. Tap and hold the Sky Q app and swipe it up to close it.

    Android device users: Open the device’s recent screens menu. Find the Sky Q app screen and tap X to close it.

    Now reopen the app to see if this resolves the problem.

    If you're still having problems, please contact us.

  • “You cannot watch this programme on your Sky Q app. Please check if your subscription allows you to watch on the Sky Q app.”

    This error message could mean you don't have the right subscription package to watch the show.

    To check, try to watch other shows from the same channel. If you still get the same message, you don’t have the right subscription package.

    If you want to change your subscription, please contact us.