topic Apps causing black screen then no output in Sky Q

Apps causing black screen then no output

stereohaven — Mon, 11 Dec 2023 18:09:43 GMT

I've been through a few threads with similar issues but nothing suggested so far has got every app back up and running sadly.

Apps were working normally last week, nothing has changed in my set up, TV is an LG OLED. TV Guide, menus and normal broadcast channels all work normally. Plugging another device into the HDMI works normally.

If I open Netflix, Paramount+, Apple TV+, Disney+, Discovery+ or Prime Video, I lose sound, the screen goes black then defaults to the "no signal" screen on the TV. iPlayer and YouTube work normally, I have to switch the box off and then on again to get the normal picture back.

I have so far:

Power cycled the TV and Sky Q box
Tried a different HDMI cable and port
Refreshed apps and cross checked for a software update
Signed out of Netflix on a browser
Reset settings

After resetting settings I got Netflix back, but nothing else works.

Any other suggestions before I do a hard reset and lose all our recordings?

Re: Apps causing black screen then no output

Addie15 — Tue, 12 Dec 2023 08:21:24 GMT

Hi there, @stereohaven. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Apps causing black screen then no output

stereohaven — Tue, 12 Dec 2023 12:02:21 GMT

Thanks for arranging the chat, new box and engineer inbound as nothing else we tried would get the apps working.

Re: Apps causing black screen then no output

stereohaven — Thu, 14 Dec 2023 19:59:45 GMT

Just to update, it dawned on me that an engineer visit would likely result in a new box and us losing recordings anyway, so I decided to try a factory reset (which deleted everything).

This has fixed the apps black screen issue, so I'll cancel the engineer visit.