After setup, if the picture resolution is not supported, the screen will go blank for 10 seconds then revert to a supported resolution.
If you're seeing a plain coloured screen and cannot access the Sky Q menus, press Home on your Sky Q remote then enter 1080 and press Home again to reset your picture resolution.
Setup error messages
If you see an error message when trying to set up Ultra HD, see the list below for help.
Your Sky Q box is unable to detect an Ultra HD TV.
If your Sky Q box is connected to a soundbar or amplifier, try disconnecting these and connecting directly to your TV using an HDMI 2.0 cable. Once you’ve completed setup, reconnect your sound system using an optical cable. For more information, go to Setting up surround sound.
If you continue to see this error message, your TV may not support Ultra HD. You can try to complete setup by selecting Continue but may see additional error messages if the setup is unsuccessful.
Your Sky Q box is still unable to detect an Ultra HD TV.
Not all TVs that are described as Ultra HD or 4K-ready support the Ultra HD display of 3840x2160 pixels at 50 frames per second.
You can try to complete the setup by selecting Continue, but may see another error message if unsuccessful.
On some older Ultra HD TVs there may only be one input that supports HDCP 2.2. The inputs that should work on the most popular TV brands are:
LG: Input 1, marked HDCP 2.2
Panasonic: Inputs 1 or 3 or the input marked 4K
Samsung: The input marked MHL
Sony: Check what TV models and inputs are available on their website.
If your TV manufacturer isn't listed above, or you're not sure which input is correct, check your TV user manual.
After you’ve changed the input, you’ll need to use your TV remote to select the correct input to display.
Please note: If the input we suggested doesn't work and you've tried all of the HDMI inputs on your TV and still see this error, it may mean your TV doesn’t support Sky in Ultra HD and you’d need to speak to your TV manufacturer for further advice.
We can’t detect that your Ultra HD TV supports 10-bit colour or you didn't confirm that you could see a picture when we tried to set 2160p in 10-bit colour.
Not every Ultra HD TV supports 10-bit colour. If you’re not sure whether yours does, select Continue to complete setup in 8-bit.
If you think your TV does support 10-bit colour, you may not have the correct setting enabled in your TV settings. We’ve listed the settings for the most popular TV brands, but if you’re not sure which setting it is, check your TV user manual to find out how to enable it.
Please make sure you’re using a HDMI 2.0 cable, which will have been provided by your engineer during your Sky Q installation.
If you’re still unable to complete the setup of Ultra HD, please check the following:
You selected Confirm when asked if you wanted to save the picture
Your TV can display a picture resolution of 3840x2160 pixels at 50
frames per second.
You’re using an HDMI 2.0 cable to connect your TV to your Sky Q 2TB
Your TV software is up to date and all relevant settings changes or
accessories have been checked to ensure Ultra HD is supported.
Your TV is connected directly to your Sky Q 2TB box.
If your setup is still not working, you may need to speak to the manufacturer of your Ultra HD TV for advice on settings and software updates specific to your TV.
Ultra HD only available to customers with a Sky Q 2TB box and Multiscreen subscription. UHD content depends on Sky TV subscription. UHD TV required. Not available on Sky Q Mini boxes or Sky Q 1TB box. Sky Sports and Sky Cinema required to watch sports and movies in Ultra HD.
Still need a hand?
If your problem isn’t sorted, you can check out our related help or get in touch with us.