topic Re: Movie not centred on screen! in Sky Store

Movie not centred on screen!

Finners92 — Mon, 05 Oct 2020 06:47:34 GMT

Hi all

f time using Sky Store as we are new sky customers and downloaded the LGTV app.

We rented Ava but have been unable to watch it because it's cutting off half of the screen! Only happens in the movie. Not happening in any trailers or on the apps pages only when playing this movie. Reference pictures look at the big black bar on the left of the screen

£13 for a 48 hour rental I can't watch is slightly irritating.

any ideas?

Re: Movie not centred on screen!

mike+simmonds — Mon, 05 Oct 2020 09:29:46 GMT

Hi @Finners92

I found it difficult from your photos to see a black bar on the left of the screen. The screen ratio for AVA is 2.39 :1 so you would expect a black band at the top and bottom of the screen as your physical TV screen is a different ration.

You will be able to adjust the screen ratio of what you see on your screen in your LG picture settings although if you choose a full screen option on a 2.39 : 1 movie you would lose the left and right sides of the movie

Apologies if I'm missing something in the pictures you've posted but I can't see "half the screen missing". Do post again if I'm missing your point

Re: Movie not centred on screen!

debs2151977 — Wed, 07 Oct 2020 13:05:33 GMT

Hi same issue on my lg TV and sky store app, movies playing with a black bar on the left🤨

Re: Movie not centred on screen!

Finners92 — Wed, 07 Oct 2020 15:28:29 GMT

Hi sorry the pictures are poor quality.

ive tried changing all settings no avail. This is a certain sky issue. How do I get a refund for the movie?

happy to provide further proof!

Re: Movie not centred on screen!

caesarome — Wed, 07 Oct 2020 15:57:20 GMT

The Sky Store team can be contacted here:

https://www.skystore.com/help/contact-us

Re: Movie not centred on screen!

mike+simmonds — Wed, 07 Oct 2020 15:57:30 GMT

Hi @Finners92

Live chat here should be open for the Skystore team

hope you get it resolved

https://www.skystore.com/n/hcus/help/contact-us

Re: Movie not centred on screen!

Hunter2006 — Mon, 02 Nov 2020 08:40:38 GMT

Hiya,

Just wondered if you managed to sort? I just bought a new 2020 LG tv and it's doing the same, Sky Store menus are fine. but Trailers and Movies have a horrible Black bar down the left. very annoying. no other app of videos have them.

wondered if you had managed to find a fix?

Many thanks

Re: Movie not centred on screen!

NotQuite — Wed, 18 Nov 2020 03:47:40 GMT

Any news on this? I have same issue. (Picture off center on sky store app. Lg TV)

Re: Movie not centred on screen!

debs2151977 — Wed, 18 Nov 2020 05:18:13 GMT

Hi, been in touch with sky store through live chat twice now, but they say it'll be a setting on lg tv, but all other apps working fine and can not change aspet ratio on in built apps.

If that was the case amazon and Netflix would have same problem. Maybe the more people get in touch about the problem they might look into it. Contact them on sky store website

Re: Movie not centred on screen!

Hunter2006 — Wed, 18 Nov 2020 11:27:00 GMT

I spoke to someone on the online chat. they were hepful, tested out some they had but sad he couldn't see any issues. Seems to only be affecting the latest LG models as i have to older LG's (which I'm selling, not made of money...) and they work fine.

as you say all other apps work fine. even the menus seem fine on the SKyStore. just the actual movie is shifted. very annoying.

hopefully the more people who bring it to their attention will result in a fix as it's an app issue not the tv.

Re: Movie not centred on screen!

NotQuite — Wed, 18 Nov 2020 15:37:03 GMT

I also had a response that it was my TV settings. I have replied and hopefully managed to explain it better this time.

Re: Movie not centred on screen!

debs2151977 — Wed, 18 Nov 2020 15:41:34 GMT

Hopefully, would be nice to have it working

Re: Movie not centred on screen!

bull61 — Wed, 27 Jan 2021 22:07:04 GMT

Did anyone get a fix for this issue. I've a new LG tv and same problem, black bar on the left hand side but only happens in the sky store app. It's fine on every other app and in my sky Q box so it has to be an issue with the sky store app on LG TV's. it's very annoying.

Re: Movie not centred on screen!

Hunter2006 — Wed, 27 Jan 2021 22:26:34 GMT

Hiya,

Unfortunately not yet. I got back in touch with a SkyStore guy on the online chat. Sent them a few more pics. The app is weird, on mine it's all fine until yu play a video. All the menus are fine and central. but any video is off to the right. I've had to stop using the app for now. Really dissappointing as I have movies on there to watch. Hopefully they will update sooner rather than later, worked fine on my previous LG.

Re: Movie not centred on screen!

bull61 — Wed, 27 Jan 2021 23:01:54 GMT

Same as that, all menus are fine until I start to play the movie. Stopped watching after 10mins and won't be rushing back to use it again.

Re: Movie not centred on screen!

Innocent+Bystande — Thu, 11 Feb 2021 20:02:36 GMT

Hi - same for me on LG CX 65 even with latest firmware and webOS versions. I would really like to push Sky to update the app as it has nothing to do with TV settings or aspect ratio. The playback in the app is broken and they need to fix it for customers with the latest LG TVs. I have a lot of entertainment in that account library and it's all currently unwatchable.

TLDR: Sky Store app is broken. Menus work fine, playback presents left side black bar. Not a TV settings issue. Sky, sort your stuff out!

Re: Movie not centred on screen!

bull61 — Fri, 12 Feb 2021 09:33:49 GMT

i got an email from Sky, the amount of information they were looking for of me would have got into Fort Knox, to fix a known problem with their App🤷🏻‍♂️

Re: Movie not centred on screen!

mike+simmonds — Fri, 12 Feb 2021 12:11:55 GMT

Hi @bull61 @Innocent+Bystande

I've passed some information on to Sky about this. My LG app is displaying my movies in the same strange offset "window"

I've asked if their intention is that the picture should display full screen or if (for some reason) the movie is meant to display in a window with bars top, left and bottom

I'll post again when I know more

Re: Movie not centred on screen!

bull61 — Fri, 12 Feb 2021 20:18:08 GMT

I don't mind the top and bottom bands as that's to be expected but the left band is just annoying. Let us know if you hear anything back. As I said above they did reply to an email I sent, but the amount of info they wanted before they would do anything was ridiculous.

Re: Movie not centred on screen!

mike+simmonds — Fri, 12 Feb 2021 20:23:14 GMT

Will do @bull61

I've asked -

is it like this by design (so is it set up to display the movie in a strangely positioned window)

or is it meant to be full screen and just doesn't work properly