Start your troubleshooting here 

Below is some tips and tricks that will get your Sky box up and running in no time. Follow the steps below if your Sky box is stuck on standby, or displaying a continuous or flickering red or amber light, there are a few things you can do yourself to fix the problem. Follow the instructions below.

These Instructions are for all model Sky+HD boxes

 Tip No 1

  • Instructions on how to update your Sky box software. 

    1. Switch off or unplug your Sky+HD box at the mains.
    2. Switch any other connected devices, such as your TV, to standby and then turn them off or disconnect them at the mains.
    3. Check the power light on the front of your Sky+HD box is off and check any other connected devices are also powered off.
    4. Press and hold the backup button on your Sky+HD box (not the Sky remote). The backup button is on the top of your Sky+HD box.
    5. Keep pressing down the backup button. Don’t release it (even momentarily).
    6. Now switch your Sky+HD box back on at the mains. You need to keep holding down the backup button and switch it back on at the mains at the same time.
    7. Continue to press and hold the backup button for up to 30 seconds until you see all four lights on the front panel of your Sky+HD box illuminate.
    8. Release the backup button. Your Sky+HD box is now in download mode.

      If all four lights haven’t appeared after 30 seconds, repeat the steps above. If it still doesn’t work, double check that you performed the steps correctly, and try again.

      If the software download still fails to run (all four lights on the front panel do not appear) there may be a fault with your Sky+HD box.
    9. Reconnect the other connected devices and switch them back on, including your TV.
    10. You may see an on screen message Updating System Software on your TV.
    11. The software download takes up to 10 minutes to complete. Your Sky+HD box cannot be used during the download.
    12. Once the download is complete, your Sky+HD box will switch itself off and go back to the single red light.
    13. After at least three minutes, press sky on your Sky remote to switch your Sky+HD box back on. You’ll see a green light display on the front panel of your Sky+HD box.

    If the software download completes successfully, but you’re still having problems, we recommend replacing the box –

    Order your advance replacement here 


     Tip No 2

    Instruction on how to fully reset box and format (erase) Hard Disk drive

  • Please note: Only use this procedure as a last resort. By completing these steps, all your recordings, downloads, reminders, and series links currently in your Planner will be deleted.

    1. Switch off or unplug your Sky+HD box at the mains.
    2. . Reset your Sky+HD box through the top panel buttons
    3. Switch any other connected devices, such as your TV, to standby and then turn them off or disconnect them at the mains.
    4. Check the power light on the front of your Sky+ HD box is off and check any other connected devices are also powered off.
    5. Press and hold down the left and right arrow buttons on your Sky+ HD box (not the Sky remote). The buttons are on top of your Sky+ HD box.
    6. Keep pressing down the left and right arrow buttons. Don’t release them (even momentarily).
    7. Now switch your Sky+HD box back on at the mains. You need to keep holding down the left and right arrow buttons and switch it back on at the mains at the same time.
    8. Continue to hold down the left and right arrow buttons for up to 60 seconds until you see the recording and playback circle on the front panel of your Sky+HD box illuminate.

    9. If the recording and playback circle has not appeared after 60 seconds, repeat the steps above. If it still doesn’t work, double check that you performed the steps correctly, and try again.

      If the Front Panel System Reset still fails to initialise (the recording and playback circle does not appear) there may be a fault with your Sky+HD box and you’ll need to contact us on 02866 327293.
    10. Release the left and right arrow buttons.
    11. Press the select button on your Sky+HD box twice. You’ll find it between the left and right arrow buttons.
    12. Your Sky+HD box is now preforming a System Reset. This can take a few minutes to complete.
    13. Once the System Reset is complete, your Sky+HD box will switch itself off and go back to the single red light.
    14. After at least four minutes, reconnect the other connected devices and switch them back on, including your TV.
    15. Press sky on your Sky remote to switch your Sky+HD box back on. You’ll see a green light display on the front panel of your Sky+HD box.

    If the Front Panel Reset completes successfully, but you’re still having problems,

    • we recommend replacing the box –

      Order your advance replacement here 

    We’re sorry, your issue can’t be resolved you will need a new box. Order Here