topic Re: Black box on screen (missing picture) in Sky Glass

Black box on screen (missing picture)

Perkins4236 — Thu, 20 Feb 2025 17:42:28 GMT

I have a sky Glass TV and it has a problem. We purchased the TV in November 2023. It has generally been okay however and the faults we have noticed will normally reset after its all switched off for 10mins and restarted.
It is becoming annoying and we think it has a ongoing fault, so as it's still under the warranty period we would like this looked at.

Ive taken photos to show the 'missing picture/black box' is on every channel . So its not signal or TV channel

Hope you can direct me to who can help. Plus I hope it's as painless as possible, especially as I have photos. We used to get black strips & small black boxes but it's certainly not correct .

Thank you

Re: Black box on screen (missing picture)

GD1 — Thu, 20 Feb 2025 18:06:15 GMT

@Perkins4236 To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: Black box on screen (missing picture)

Mr+Flibbles+86 — Fri, 21 Feb 2025 09:37:56 GMT

Thanks for escalating this. We’ve sent an invite to chat.

Re: Black box on screen (missing picture)

Perkins4236 — Sat, 22 Feb 2025 11:59:35 GMT

no answer on chat , however I will need to speak to you on Monday .

please reschedule this thank you.

Re: Black box on screen (missing picture)

Perkins4236 — Sat, 22 Feb 2025 12:04:37 GMT

Re: Black box on screen (missing picture)

Perkins4236 — Sat, 22 Feb 2025 12:06:26 GMT

you will see the black box plus notice the TV channel is different in every photo.....so 100% problem with TV

thank you

Re: Black box on screen (missing picture)

MarkGoldsmith — Sat, 22 Feb 2025 12:07:15 GMT

@Perkins4236 - the chat isn't a live chat, a member of the sky messaging team will reply in the chat window when they get the chance. Note that if tehy send you a message and you don't reply within 48 hours the chat window automatically closes, so you just need to keep checking back regularly to see if they have responded to you.

Re: Black box on screen (missing picture)

Perkins4236 — Sat, 22 Feb 2025 12:08:25 GMT

Thank You ! 👍🏻👍🏻

Re: Black box on screen (missing picture)

Jporch316 — Sat, 22 Feb 2025 18:11:01 GMT

@Perkins4236

Out of the thousands of posts on here that is the first time I've seen that issue! Please pet us know if you find a solution ....

Re: Black box on screen (missing picture)

cocacola14 — Fri, 04 Jul 2025 19:24:45 GMT

Hi I have a brand new Sky Glass less than a week old! I have this same issue! Did you ever get it resolved?

Re: Black box on screen (missing picture)

Anonymous — Fri, 04 Jul 2025 19:32:40 GMT

@cocacola14 What a strange problem. At least you're covered under warranty if it needs replacing. I had to have my first Gen Two replaced after less than a week due to a panel fault.