Free channels missing from Sky

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Caketiger

14 posts

Geek

# 198629 17-Jul-2016 01:13

I got a new UHD TV recently and upgraded my Sky account to include the HD ticket.

We are now getting an odd problem which comes and goes. Sometimes, TV1, TV2, TV3, Prime and Soho are all blank. All of the Sky Sports HD channels are broadcasting fine. All the other channels in SD are also fine.

If we try and watch a recording from one of the missing channels, we get the same blank screen.

We shut the box down and leave it overnight and then it is fine - all channels work and the recorded show that we could not see previously is fine.

A Sky technician visited today - when it was working fine (of course). He gave us a new decoder.

A box reset means the channel returns briefly. So, if I reset it, TV1 reappears until I change the channel and then it is gone again.

Problem has returned tonight. Can't be the box because it's new. Could be something on the TV but I can't find it - any ideas?

If I can't find a solution, I suppose I could record a video of the problem and send it to Sky so they can see what I mean.

Batman

Mad Scientist
20898 posts

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Lifetime subscriber

# 1593750 17-Jul-2016 07:05

It's not your TV. Sorry can't help you any more than that.

Involuntary autocorrect in operation on mobile device. Apologies in advance.

Dingbatt

4068 posts

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Lifetime subscriber

# 1593753 17-Jul-2016 07:30

LNB? Would a partial failure of the LNB mean one particular mux is affected?

Areas of Geek interest: Home Theatre, HTPC, Android Tablets & Phones, iProducts.

RunningMan

5572 posts

Uber Geek

# 1594054 17-Jul-2016 16:57

Dingbatt: LNB? Would a partial failure of the LNB mean one particular mux is affected?

This is the most probable cause - making it difficult to tune some transponders. Alternatively could be the skew of the LNB out by a bit.

Is there any pattern to it - time of day / temperature / weather etc?

mattwnz

15147 posts

Uber Geek

# 1594065 17-Jul-2016 17:14

They should switch your LNB, as that is possibly where the fault is, and it is a cheap thing to switch to at least try and fix it. That will also rule out that as the cause.

wingbat45

232 posts

Master Geek

# 1594152 17-Jul-2016 19:51

put on to a channel that faults

press setup

up to system press select

diagnostics press select

press red for test skybox

press select along as it says FOR YOUR INFORMATION and warns you recordings will be interrupted.

the box will run a test, top right is HDCP status. Rule this out before you call sky. It could be hdcp (check 63 as well)

as for the lnb I doubt it will be that as 1-3 (hd) and 4(hd) are separate streams

Check in relation to 1-3 missing if 63 is HD and if so if its missing as its in the same stream

at a guess

rugrat

1783 posts

Uber Geek

# 1594206 17-Jul-2016 21:29

Just read opening post and think clicked.

All the channels you are having trouble on are HDCP channels. Don't think HD sports uses HDCP as it can be done in HD over component cable.

If it was the LNB it wold have an atmospheric conditions message on screen, not be blank.

You could try a different HDMI cable to see if that solves the problem, or use different connection on TV.

Also with one TV I unplugged it for a few minutes and then when plugged it back in everything worked fine. If it is HDCP all your recordings are fine, just you won't get a picture until can get a successful HDCP handshake between TV and decoder.

Caketiger

14 posts

Geek

# 1594343 18-Jul-2016 11:26

Cheers for the responses guys. It has been fine since I first posted but I will report back when the problem re-occurs.

Caketiger

14 posts

Geek

# 1597869 24-Jul-2016 21:40

wingbat45:

put on to a channel that faults

press setup

up to system press select

diagnostics press select

press red for test skybox

press select along as it says FOR YOUR INFORMATION and warns you recordings will be interrupted.

the box will run a test, top right is HDCP status. Rule this out before you call sky. It could be hdcp (check 63 as well)

as for the lnb I doubt it will be that as 1-3 (hd) and 4(hd) are separate streams

Check in relation to 1-3 missing if 63 is HD and if so if its missing as its in the same stream

at a guess

It happened again tonight. When I ran this test, the HDCP status was "HDMI Off". I unplugged the TV, the Sky box and HDMI and then replugged them all. When the Sky box restarted, all was well.

Any tips on how to stop this happening? Is it something to do with the order the devices are switched on or how they switch into standby mode?

rugrat

1783 posts

Uber Geek

# 1597892 25-Jul-2016 01:10

It might be just a loose connection, now that you've unplugged and plugged stuff back in, just wait see if happens again.

Don't think order of turning things on makes any difference.

wingbat45

232 posts

Master Geek

# 1598498 25-Jul-2016 20:24

rugrat: It might be just a loose connection, now that you've unplugged and plugged stuff back in, just wait see if happens again.

Don't think order of turning things on makes any difference.

It will.

It does.

wingbat45

232 posts

Master Geek

# 1598502 25-Jul-2016 20:28

Caketiger:

wingbat45:

put on to a channel that faults

press setup

up to system press select

diagnostics press select

press red for test skybox

press select along as it says FOR YOUR INFORMATION and warns you recordings will be interrupted.

the box will run a test, top right is HDCP status. Rule this out before you call sky. It could be hdcp (check 63 as well)

as for the lnb I doubt it will be that as 1-3 (hd) and 4(hd) are separate streams

Check in relation to 1-3 missing if 63 is HD and if so if its missing as its in the same stream

at a guess

It happened again tonight. When I ran this test, the HDCP status was "HDMI Off". I unplugged the TV, the Sky box and HDMI and then replugged them all. When the Sky box restarted, all was well.

Any tips on how to stop this happening? Is it something to do with the order the devices are switched on or how they switch into standby mode?

try turning the tv on then the sky decoder, if that fails try switching them around (sky then tv)

Sometimes a different HDMI input does the trick too, don't know why but being off of ARC or MHL inputs can for some unknown reason (and if anyone knows can they fill me in).

rugrat

1783 posts

Uber Geek

# 1598648 26-Jul-2016 01:38

wingbat45:
rugrat: It might be just a loose connection, now that you've unplugged and plugged stuff back in, just wait see if happens again.

Don't think order of turning things on makes any difference.

It will.

It does.

I can turn decoder on first then TV, or do it the other way and it connects no problem either way.

It will, it does seems a bit strong.

More likely faulty connection between cable and TV in my opinion. So happens again for OP to try different HDMI input on TV or different cable.