New Sky box delivered - a dud. Anyone else experienced this?

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OldGeek

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#311222 24-Dec-2023 13:46

Got an offer of a free Sky box this week and it arrived yesterday. I tried to set it up but it booted to the Sky logo and went no further - the TV reported no signal on the applicable HDMI port. I gather from talking to the 2nd-level CSR that after the logo an android boot screen should appear, after that there is a dialog to pair the remote and configure WIFI access etc.

Big ups to the CSRs. The first one quickly determined she had no script for what I was reporting and passed me over to 2nd level support, who spent 30 minutes with me going through every permutation of workaround she could think of and all were reasonable. I did not spend more than 30 seconds on hold at any time.

I have replacement hardware on the way.

Has anyone else experienced this and got the unit to work? A long shot I know - but just curious.

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dukester

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#3176368 30-Dec-2023 18:26

A friend of mine has one with same issue I had, audio is out of sync with speaking, he also has a problem with recorded stuff, it will rewind back about 3 seconds which puts the video and audio 3 seconds out of sync. I told him to ring Sky.
My audio sync problem came right when I run the sky box thru a home amplifier, the amplifier also fixed a problem I had with night time scenes on anything, tv programs Netflix etc. Night time scenes were so dark it was hard to see anything. Now I have no trouble seeing night time scenes.

OldGeek

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#3182074 15-Jan-2024 11:04

Interesting outcome so far: the new Sky box will not work with my TV.

A second Sky box was sent to me but this has the some result as the first. Using the same HDMI cable (from the Pace decoder) to the same HDMI port on my TV (2019 Samsung QLED) the Sky box boots to the Sky logo (so there is HDMI signal to start with) then after about 10 seconds Sky logo disappears and the TV reports no signal on the HDMI port. I had a Sky tech out this morning and he got the same results as I did. His diagnosis is that the Sky box cannot deliver an HDMI signal after the initial boot for reasons unknown. He will report back to Sky. I am returning the 2 Sky boxes sent to me.

So the Pace decoder lives on.

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Spyware

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#3182125 15-Jan-2024 11:14

I would be using at least the HDMI cable supplied with the Android box in case the box talks 4K on boot. Pace box obviously only talks 1080P.

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jjnz1

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#3182134 15-Jan-2024 11:25

This error sounds strangely familiar to a situation I have experienced in the past with HDMI extenders, and devices such as VF TV etc.

I would check the HDCP 1.4 vs HDCP 2.0 vs HDCP 2.1 setting.

I know some devices I have used in the past boot up using HDCP 1.4, then switch over to HDCP 2.x. However the HDMI extenders weren't HDCP 2.x compatible, so I would see the boot logo, then it would disconnect.

In your TV settings, can you select which HDCP version you can use - some TVs default to v1.x rather than v2.x.

Sorry hope this helps.

OldGeek

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#3182135 15-Jan-2024 11:27

The TV has 4 HDMI ports and we fully tested using the first 2 ports - using the HDMI cable that came with the new Sky box and the HDMI cable in use with the Pace decoder. Nothing worked with 2 different Sky boxes. Both HDMI ports work with the Pace decoder.

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OldGeek

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#3182137 15-Jan-2024 11:29

jjnz1:

In your TV settings, can you select which HDCP version you can use - some TVs default to v1.x rather than v2.x.

No. The Sky tech went through the TV setting 'app' looking for anything like this but found nothing.

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richms

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#3182140 15-Jan-2024 11:38

Have you tried unplugging other HDMI stuff connected to the TV and seeing if that helps - I have seen eARC cause problems with plugging in some random junk to other inputs - removing the soundbar and the other source would work. HDMI is a mess for interoperability and I hate it.

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#3182153 15-Jan-2024 11:55

OldGeek:

The TV has 4 HDMI ports and we fully tested using the first 2 ports - using the HDMI cable that came with the new Sky box and the HDMI cable in use with the Pace decoder. Nothing worked with 2 different Sky boxes. Both HDMI ports work with the Pace decoder.

Some 2019 QLED QN90 etc Samsungs use HDMI 2.1 and HDCP 2.2 on HDMI port 4 only. Looks like the new Sky Boxes and Pod force HDCP, however I can't find if they force HDCP 2.2 version. Also make sure your cable is HDMI 2.1 rated.

OldGeek

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#3188113 29-Jan-2024 14:40

My TV is a Samsung model QA55Q7FNA. The HDMI ports 1-3 are labelled HDMI, port 4 is labelled HDMI (ARC). From what I have read about ARC it is unlikely that the new Sky box would need it.

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CYaBro

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#3188128 29-Jan-2024 15:59

OldGeek:

My TV is a Samsung model QA55Q7FNA. The HDMI ports 1-3 are labelled HDMI, port 4 is labelled HDMI (ARC). From what I have read about ARC it is unlikely that the new Sky box would need it.

The ARC HDMI socket is for Audio Return Channel, to send audio out to a sound system.

It's not a requirement to make equipment work with the TV, you only need it if you want to send the TV audio out to a better sound system.

Opinions are my own and not the views of my employer.

OldGeek

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#3191551 6-Feb-2024 21:04

Just to round off this thread. A Sky tech visited and could not get my 2018 Samsung Qled TV to recognise HDMI signal from the new Sky box (tried 2 of them) after the Sky logo faded. He said he would write his experiences up to the Sky ticket he was responding to. I have heard nothing from Sky - ergo the new Sky box does not work with my TV. So both Sky boxes have been returned and I am using my original Pace decoder.

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OldGeek

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#3207406 18-Mar-2024 10:29

I have followed up with Samsung on this - but according to them they have no other reported issues with the new Sky box connected to any HDMI port for any Samsung TV.

So for another angle - are there any GZers out there using a new Sky box with any 2018 Samsung TV? If so I would be interested in your model number and the HDMI port number you are using.

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#3207411 18-Mar-2024 10:46

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