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Recording problems on Sky Q

Fixing problems with Remote Record

If Remote Record isn't working, check it's activated:

Online

  1. Sign into My settings with your Sky iD. Reset your Sky iD if you’ve forgotten your details
  2. Select Manage Remote Record. If you see the message “Remote Record is currently active”, you can already Remote Record.
  3. If you don’t see the message and only have one Sky box, select Activate Remote Record. If you have two or more Sky boxes, select the viewing card for the Sky box you’d like to record programmes to, then select Activate Remote Record.

Or in the My Sky app

  1. Open the My Sky app and, if you haven’t already, sign in using your Sky iD details. If you’re new to the app, visit our My Sky app page to find out more.
  2. Select Manage account > TV > TV settings, then select View next to Remote Record.
  3. If you see the message “Remote Record is currently active”, you can already Remote Record. If you don’t see the message and only have one Sky box, select Activate Remote Record. If you have two or more Sky boxes, select the viewing card for the Sky box you’d like to record programmes to, then select Activate Remote Record.

Remember to also:

Wait for 30 minutes: Requests can take up to 30 minutes to be added to your recordings.

Check your Sky Q box has power: Your Sky Q box won't receive requests if it's turned off at the power socket or in Eco mode.

Check the time and date on your device is correct.

  • Delete and reinstall the app

    Apple device

    1. Open the App Store.
    2. Type Sky Q into the search bar and tap Search.
    3. Find the Sky Q app and select Get. If the app has been downloaded before, you'll see a cloud icon instead of Get.
    4. Tap Install. Enter your iTunes password if prompted, then select OK. The app will begin downloading.

    Android device

    1. Open the Google Play Store.
    2. Type Sky Q into the search bar and tap Enter.
    3. Find the Sky Q app and select Install.
    4. Enter your Google Play Store password if prompted, then select OK. The app permissions screen will show. Tap Accept. The app will begin downloading.

    If you're still having problems, try restarting your box.

  • Restart your box

    1. Switch your Sky Q box off at the mains.
    2. Check that both ends of all cables are securely connected.
    3. Switch your Sky Q box back on at the mains.
    4. Wait for the onscreen instructions to disappear then press Home on your Sky Q remote.

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