topic Re: Disney+ cuts out (blank screen) while watching in Sky Q

Disney+ cuts out (blank screen) while watching

Rich033 — Sat, 04 Jan 2025 14:53:34 GMT

Hi guys

I have Disney+ on Sky Q

In the last couple of months the the screen would go blank (no picture, no sound) while watching Disney+ through the Sky Q app

It got so bad I phoned Sky Technical support and they advised that they had not heard of the issue before, and advised that the Sky Q box will need changing which was done

i've literally just started watching Disney+ for the first time on the new Sky Q box and the same thing has happened again within the first 5 minutes

Has anyone had the same issue?

It's frustrating as I've lost 4 years of recordings on my old box for no reason. The apps have been refreshed and the bix software is up to date. The Disney+ app works fine on my iPad

Re: Disney+ cuts out (blank screen) while watching

Greenfingers001 — Sun, 05 Jan 2025 10:17:24 GMT

Hi there, 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: Disney+ cuts out (blank screen) while watching

Rich033 — Tue, 04 Feb 2025 00:20:11 GMT

Issue still occurring unfortunately. Sky have investigated but can find no faults but app keeps crashing

Re: Disney+ cuts out (blank screen) while watching

Chodley — Tue, 04 Feb 2025 05:21:01 GMT

What happens if you run your bix at 1080p?

have you seen this with the link to the troubleshooting steps? Should have come uo in the suggested threads list when you first typed your topic subject line in

https://helpforum.sky.com/t5/Sky-Q/Disney-black-screen/m-p/4819620#M675210

Re: Disney+ cuts out (blank screen) while watching

NickNewark — Tue, 04 Feb 2025 08:06:27 GMT

I recently subscribed to Disney, and also found this happening. Recently watched Alien Romulus and about half way through the screen turned black, the TV turned off and Q went into standby. 🤔 (Sony Bravia)

Re: Disney+ cuts out (blank screen) while watching

Rich033 — Tue, 04 Feb 2025 21:17:00 GMT

I've worked the trouble shooting guide, and issue keeps occurring. The D+ app is the only app that crashes. Everything else is working fine

Re: Disney+ cuts out (blank screen) while watching

Rich033 — Tue, 04 Feb 2025 21:18:05 GMT

Yep, exact;h the same thing as me. Sky can't find any faults though 🤷🏻

Re: Disney+ cuts out (blank screen) while watching

IBrakspear — Thu, 06 Feb 2025 09:45:09 GMT

I have been experienceing this this week with any Content I watch on Disney + in Ultra HD. I get about 13 mins into the Program and then I just get a Black Screen - No Picture or Sound and have to press the Home Button on my remote to take me out of the app. Its as if the App just crashes.

Its only happening on the App on my SkyQ Box - I get no issues when watching on my iPhone, iPad, Native TV App

I have tried the Troubleshooting steps Sky have sugested (App Refresh, through Enginear menu & Setting Refresh, through Enginear menu) but still the same issue.

Programs I have been watching where crashes occur:

Inside Out 2 - Movie
Alien Romulus - Movie
Jessica Jones - Season 2 Episode 13 - TV Show
Program: Iron First - Season 2 Episodes 3,4,5,6,7,8,9

In case its helpfull:

SkyQ Software Version: Q280.000.08.00L (5vosfts)

Disney + App Version: 25.1.0+unclescrooge.03(p)

Player Version: 3.0.27

Re: Disney+ cuts out (blank screen) while watching

Austinored — Thu, 06 Feb 2025 14:56:33 GMT

Not just the only app. Paramount Plus just done the same thing as the Disney plus. I have the same issue. I've done countless resets but it keeps happening. I've phoned Sky Protect to get a new box but they told me of a possible solution which I'm trying for now. Set the mode in settings from Eco to None. They will call me back next week if the issue persists and change the box, but will mention the issue that I see here on the forum.

Re: Disney+ cuts out (blank screen) while watching

Chodley — Thu, 06 Feb 2025 23:18:47 GMT

That, in theory, only changes what the box does overnight so it'll be interesting to see if it makes any difference.

Re: Disney+ cuts out (blank screen) while watching

Austinored — Fri, 07 Feb 2025 23:01:53 GMT

@Rich033 now Prime is getting into the act, it stopped working, froze, had to hit the home button to get out. So methinks on Tuesday I'll order a new box. I usually use my smart TV app for Prime anyway, much better audio and picture too.

Re: Disney+ cuts out (blank screen) while watching

Rich033 — Tue, 11 Feb 2025 00:01:47 GMT

@Austinored I swapped out the box hoping that would make a difference. Unfortunately it didn't 😔

it's interesting that more apps are being affected. Hopefully a resolve will be found soon

Re: Disney+ cuts out (blank screen) while watching

Austinored — Tue, 11 Feb 2025 14:20:52 GMT

@Rich033 I didn't get a call from Sky but so far the fix is kind of holding on the apps. Maybe another software update will fix the bugs, therefore it will negate the need for a new box?

Re: Disney+ cuts out (blank screen) while watching

Chodley — Tue, 11 Feb 2025 15:09:36 GMT

"Resolution"

this use of the verb resolve as a noun can't be allowed to continue 😄

Re: Disney+ cuts out (blank screen) while watching

Neet1 — Sun, 23 Feb 2025 13:54:44 GMT

Yes it happens to me too and buffering a lot, only on Disney...seriously had enough. Box has been changed, no difference.

Re: Disney+ cuts out (blank screen) while watching

sunseeker100 — Fri, 28 Feb 2025 15:32:47 GMT

Happening to me too, just Disney+. Been happening for a while and just turned it back on and put up with it but it's happening at least once with every programme. Screen goes black and I realise the tv has been turned off. Nothing to do with the length of time watching tv either eg I may have had the tv on for like 20 mins then it happens.

TV is LG C4 65". Not contacted sky yet but reading on here it seems that wouldn't solve the issue anyway. Will start watching on my tv app I think.

Re: Disney+ cuts out (blank screen) while watching

Addie15 — Fri, 28 Feb 2025 15:47:56 GMT

Re: Disney+ cuts out (blank screen) while watching

Neet1 — Fri, 28 Feb 2025 22:35:17 GMT

This in an issue affecting me too. Rather than doing a private chat, it would be useful to post any possible solutions on the thread? @Addie15

Re: Disney+ cuts out (blank screen) while watching

Chodley — Sat, 01 Mar 2025 07:04:02 GMT

@Neet1 wrote:
This in an issue affecting me too. Rather than doing a private chat, it would be useful to post any possible solutions on the thread? @Addie15

There's a lot of diagnosing etc that goes on which we don't all want to read but I agree, it would be better if solutions were written up in threads when they are found and if generally applicable, but they never are.

Re: Disney+ cuts out (blank screen) while watching

Storminorme — Sun, 16 Mar 2025 10:22:52 GMT

i have been having this issue to for some time and Just had a chat with Sky Customer service and there advice to me was that because my Sky Box was the 2tb version with HDR and not there newer 2TB UHD box that i would have to pay £99 to upgrade my old box to the newer model which may resolve the issue has anyone had an experence with this newer box and does the issue with disney plus happen to that one also?

Thanks