topic Re: Sky Glass Screen Goes Black Randomly in Sky Glass

Sky Glass Screen Goes Black Randomly

Kevham — Sat, 24 Aug 2024 21:03:54 GMT

Our Sky Glass TV will randomly cut out and go black. No sound or video feed. The TV is still on and you can simply move to the next channel and the feed and audio resumes. You can adjust the volume on the black screen and it shoes the speaker level so the TV is still on. Change up a channel and back to the one we were on and its fine so its not like that channel suffered an outage. We dont have any warnings for inactivity. Very strange, can only think its a drop in connectivity with the internet but when you change channel it shows the feed immediately with no delay or outtage. Any suggestions?

I called a couple of weeks ago about my to keep going off to a black screen for a few seconds a then

Michelle1950 — Sat, 24 Aug 2024 15:28:19 GMT

.i called a couple of weeks ago about my to glass keep going to a black screen well it started doing it again

Re: I called a couple of weeks ago about my to keep going off to a black screen for a few seconds a

mikealanr — Sat, 24 Aug 2024 18:11:12 GMT

Hi @Michelle1950

You are not talking to Sky. We are fellow subscribers. You will need to call them again or provide details of the issue here so the community can assist. However if it is doing it during ad breaks, there is a widely reported issue on the forum presently with many people affected.

MikeAlanR

Re: I called a couple of weeks ago about my to keep going off to a black screen for a few seconds a

Exiled-in-HH — Sat, 24 Aug 2024 18:38:37 GMT

@Michelle1950 were you offered a link to receive more help ... and you said YES?

If you wanted more help direct from Sky you should have said NO🤔

Re: Sky Glass Screen Goes Black Randomly

mikealanr — Sat, 24 Aug 2024 21:12:55 GMT

Hi @Kevham

Yes it's an issue with AdSmart. See: https://helpforum.sky.com/t5/Sky-Glass-Live/Channel-turns-screen-blank-on-every-advert-break/td-p/4726631

It's been reported to Sky and the relevant team is investigating.

MikeAlanR

When watching a programme, my screen goes blank and i have to change channels to get my programme ba

PaulBearer — Mon, 26 Aug 2024 08:44:48 GMT

When watching a programme my screen goes blank, i have to change channel to get my programme back

Re: When watching a programme, my screen goes blank and i have to change channels to get my programm

roger1949 — Mon, 26 Aug 2024 09:14:32 GMT

Yep,loads of issues like this with sky glass,call sky broadband prepared to listen to someone talking about latency,packet loss and turning your TV off and on.

Oh and RIP

Re: I called a couple of weeks ago about my to keep going off to a black screen for a few seconds a

roger1949 — Mon, 26 Aug 2024 09:27:14 GMT

Yep,this happens a lot

Re: Sky Glass Screen Goes Black Randomly

KevNewMedia — Tue, 27 Aug 2024 13:23:51 GMT

Hi Everyone

Thank you for telling us about this problem, I can understand the frustration.

I've merged a couple of posts from the past few days into this thread. To enable us to investigate, can you provide some more information, please?

What channel/s are you seeing this on?
What is the name of the programme?
Can you give us a date/time when this has happened?
Does it happen whilst watching TV, or when an advert comes on?
Does this happen whilst using an app?
If you have a puck, have you seen the issue on this?

Thanks in advance

Re: Sky Glass Screen Goes Black Randomly

Karen1977 — Sun, 09 Feb 2025 21:34:44 GMT

Using a puck happens on all different programmes any time of day watching a programme and the screen just goes black puck still on tv still on it's happening every day on on normal tv doesn't do it on apps

Re: Sky Glass Screen Goes Black Randomly

Mianew2u — Mon, 21 Apr 2025 18:26:52 GMT

I know you dont work for sky, but hopefully someone from sky might read the comments. 😀

Its been happening to my sky glass for the last week, all day long. It very frustrating. It's been on all channels that I watched and apps. I've restarted it, and it's only on the evening it settles down. It shouldn't be happening.

Re: Sky Glass Screen Goes Black Randomly

Gf3000 — Mon, 21 Apr 2025 20:07:51 GMT

My Gen 2 keeps doing this too. Absolutely annoying. Sky just don't seem to know why it happens

Re: Sky Glass Screen Goes Black Randomly

Bailies — Fri, 09 May 2025 20:44:40 GMT

Been having the black screen issue on netflix or it just sticks at some percentage when loading when starting to watch a programme on netflix.

Restart Sky Glass using the reset option - fixes it for 5 mins then back to black screen

Power off at main and on again - same as above

If I come out of what I was watching and then go back in using the return button after the black screen, netflix throws up an error code tvq-pb-101 (5.2.1)

Checking on the netflix support that means a network issue but normal programmes are working fine, I'm connected by ethernet so it's not some wonky wifi issue.

Driving us up the wall.

Re: Sky Glass Screen Goes Black Randomly

lettice — Sat, 10 May 2025 06:31:23 GMT

@Bailies wrote:

Been having the black screen issue on netflix or it just sticks at some percentage when loading when starting to watch a programme on netflix.

Restart Sky Glass using the reset option - fixes it for 5 mins then back to black screen

Power off at main and on again - same as above

If I come out of what I was watching and then go back in using the return button after the black screen, netflix throws up an error code tvq-pb-101 (5.2.1)

Checking on the netflix support that means a network issue but normal programmes are working fine, I'm connected by ethernet so it's not some wonky wifi issue.

Driving us up the wall.

Can you try a reload of Netflix, within the Netflix app, under Get help from the left menu.

Then if that does not resolve, Try a reresh of apps;

Press Home on your Sky Q remote, then highlight Settings
Press 0,0,1 and Select to access the Installer menu
Select Apps then highlight Refresh all Apps on this box. You'll see a message that says, 'Your apps are being refreshed'.
Press Dismiss to return to normal viewing.

The refresh can take 24 hours to complete.

Re: Sky Glass Screen Goes Black Randomly

Fothergill1 — Sat, 10 May 2025 08:11:15 GMT

@Bailies I see the advice given above to refresh your Apps relates to Sky Q but you appear to have Sky Glass.

In order to refresh the Apps on Glass go to Settings > System Management > Resets & updates > Refresh Apps. As with Sky Q the refresh is done in the background and can take up to 24 hours to complete..

Re: Sky Glass Screen Goes Black Randomly

lettice — Sat, 10 May 2025 09:01:10 GMT

@lettice wrote:

@Bailies wrote:

Been having the black screen issue on netflix or it just sticks at some percentage when loading when starting to watch a programme on netflix.

Restart Sky Glass using the reset option - fixes it for 5 mins then back to black screen

Power off at main and on again - same as above

If I come out of what I was watching and then go back in using the return button after the black screen, netflix throws up an error code tvq-pb-101 (5.2.1)

Checking on the netflix support that means a network issue but normal programmes are working fine, I'm connected by ethernet so it's not some wonky wifi issue.

Driving us up the wall.

My mistake in my post above, ignore and try this;

Can you try a reload of Netflix, within the Netflix app, under Get help from the left menu.

Then if that does not resolve, Try a reresh of apps;

Press Home on your Sky remote, then select Settings
Press System management then Resets and updates and finally Refresh apps.
You'll see a message that says, 'Your apps are being refreshed'.
Press Dismiss to return to normal viewing.

The refresh can take 24 hours to complete.

More info on app errors;

https://www.sky.com/help/home/sky-tv/sky-tv-glass/fixing-a-problem-sky-glass/fixing-sky-glass-tv-apps/articles/apps-on-sky-q-and-glass-basic-checks

Re: Sky Glass Screen Goes Black Randomly

Anonymous — Sat, 10 May 2025 09:53:10 GMT

@Bailies It sounds like it's the issue highlighted in this thread:

https://helpforum.sky.com/t5/Sky-Glass-Live/Last-few-days-technical-fault-with-channel-disney-plus-etc-works/td-p/4958081

Refreshing your Apps I suspect will not clear the issue until Sky themselves issue a fix for the firmware issue many are experiencing in the thread.

Those experiencing it are seeing it across live TV, continue watching or in apps like Prime, Netflix, iPlayer etc.

I did post this reply once in this thread but it appears to have been moved for some reason I can't fathom out.

Re: Sky Glass Screen Goes Black Randomly

Eric761 — Tue, 13 May 2025 18:10:24 GMT

we are getting this and it does not matter what we are watching. I was told it was our broadband speed but we have a super fast connection now and it's still doing it

Re: Sky Glass Screen Goes Black Randomly

Anonymous — Tue, 13 May 2025 18:17:30 GMT

@Eric Click the link in my previous reply. You're not alone in this and it's a firmware issue not an internet one - Sky have said this. There is no timescale for a fix yet. One possible workaround that some have found work at maintaining a connection through the day is to go into Prime Video when you first turn on the TV for a few seconds, then go back to the Sky Home screen and select what you want to watch.