"There is a technical fault with this channel, please try again later" on Sky Q

If you're seeing a "There is a technical fault with this channel" error message on your Sky Q box, try these steps to fix the problem.

Not a Sky Q customer? Try these steps instead to fix a technical fault error on a Sky+HD box.

Confirm the fault is appearing on all channels

Try another TV channel. If only one channel is affected, the problem is likely to be with the particular broadcaster. Wait for a few minutes and then try the channel again.

If the fault is appearing on all channels, try restarting your Sky Q box.

Restart your Sky Q box

  1. Press standby on your Sky Q remote, then switch off or unplug your box at the mains.
  2. Check there are no lights on the front panel of your Sky Q box and all cables are securely connected.
  3. Plug in and switch your Sky Q box back on at the mains.
  4. 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.

Still no luck? Try updating the software on your box if the message is still appearing on all channels

Check the software version on the Sky Q box

  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:

  1. Press Home on the Sky Q remote, then select Settings followed by 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
  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.

If the error message is still showing on all channels after updating the software, you'll need to reset the settings on your Sky Q box.

Reset the settings

  1. Press the Home button on your Sky Q remote, highlight Settings then press 0,0,1 and Select.
  2. Select Reset, then Reset settings and select Confirm.
  3. Wait for the on-screen instructions to disappear then press the standby button on the front of your Sky Q box, instead of the Home button on your Sky Q remote.
Key Information

Resetting the settings will clear any remote pairings you have setup. To re-pair your remote to your Sky Q box, follow our online help guide

Resetting the settings will also reset:

  • Audio visual settings, such as picture resolution and HDMI control
  • Preferences, such as auto-play and standby mode
  • Settings changed within the hidden engineer menu, including LNB type and wireless connectivity
  • Accessibility settings, such as contrast and audio description or subtitle settings Account info for Sky Q TV apps, such as Netflix

If resetting your settings didn't work, try completing a factory reset.

Factory reset your Sky Q box

Key Information

A factory reset should only be used as a last resort. Factory resetting your Sky Q box permanently deletes all recordings, downloads, purchases, reminders and series links. You can restore Buy & Keep purchases from the Sky Store website.

To complete a factory reset:

  1. Press the Home button on your Sky Q remote, highlight Settings then press 0,0,1 and Select.
  2. Select Reset and scroll to Factory reset. A warning message will advise all existing and planned recordings will be deleted. Press Select to continue.
  3. Wait for the on-screen instructions to disappear then press standby button on the front of your Sky Q box, instead of the Home button on your Sky Q remote.

Once the box has restarted, check you can set and play back recordings. It may take up to five minutes for all features to work.

Key Information

Factory resetting your Sky Q box will clear any remote pairings you have setup. To re-pair your remote to your Sky Q box, follow our online help guide

A factory reset will also reset:

  • Audio visual settings, such as picture resolution and HDMI control
  • Preferences, such as auto-play and standby mode
  • Settings changed within the hidden engineer menu, including LNB type and wireless connectivity
  • Accessibility settings, such as contrast and audio description or subtitle settings Account info for Sky Q TV apps, such as Netflix

If factory resetting your Sky Q box doesn't fix the problem, you may need to book an engineer visit online.

Do you need more help?

Like most businesses in the UK we’re still not back up and running as normal. We have less people in our offices due to social distancing so we’re not able to offer our full services and wait times may well be longer as calls are being prioritised for our most vulnerable customers and those who have already been online.