topic Re: Sky apps (Prime, Disney+, etc.) crashing to black screen in Sky Q

Sky apps (Prime, Disney+, etc.) crashing to black screen

Moonknight67 — Sun, 06 Apr 2025 15:22:57 GMT

Whilst watching programs on apps such as Prime and Disney+, the screen will regularly crash to a black screen and we have to press home and then go back into the app!

Anyone else having this issue? Q box and apps are up to date.

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

aliduncs — Sun, 06 Apr 2025 18:36:57 GMT

Same here

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

Dizie — Sun, 06 Apr 2025 20:52:30 GMT

Yep, it's really ANNOYING

We keep having this issues. Amazon & Paramount will lag, pixilate or the screen goes black randomly and we have to restart the box.

This keeps happening. We have done everything to try to fix it. Including software updates, refreshing the apps, restarting the router & sky q box, resyncing to the booster & more recently a new router completely, all the usual stuff & still we struggle, we have resorted to using our smart tv instead which works fine which means it's not the wifi/Internet. Sick of these Sky Q boxes, always problems, considering how much we pay they should work, the old sky plus boxes were fantastic & yes I know sky q can do so much more but what's the point of offering all these great services of they don't work. Ive even upgarded to fibre & upgraded the broadband package as advised (clearly its not a broadband issue) just trying to sell more! Sick of calling sky & speaking to robots who just use a script. Im on the verge of cancelling for the first time in 20 years!

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

Moonknight67 — Mon, 07 Apr 2025 10:54:19 GMT

It's almost as if they're sabotaging Q boxes so people change to the streaming options 🤔

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

Dizie — Mon, 07 Apr 2025 11:00:17 GMT

Haha yep!

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

Ray+Keenan — Wed, 09 Apr 2025 19:22:33 GMT

I had this issue before Christmas and then it settled down. Now it's rearing its ugly head again. Twice today first during Will Trent and then again during Daredevil. Screen goes black without warning. I have to put the box into standby and switch it back on and then go back into the Disney+ app for it to work again. This only happens on the Sky Q box and not on any other device which suggests it's an issue with the Sky Q box/software. It's annoying. Is anyone working on a possible solution?

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

Really+fed+upQ — Wed, 09 Apr 2025 21:06:20 GMT

I've also got this problem and as well as Disney it also happens with Paramount and Apple, Netflix seems ok. Thankfully I can watch through the TVs apps but this is not what we're paying for.

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

Johnag4004 — Thu, 10 Apr 2025 13:51:34 GMT

Same problem here too, it's been happening for a while now, but getting really fed up with it...

I have tried all the tips etc, but none of them have solved the problem, when are Sky going to sort this out...

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

Moonknight67 — Sat, 12 Apr 2025 10:12:01 GMT

I think it's actually getting worse...and the pixilating is starting to happen again (a problem that lasted for months that appeared recently to have been sorted...but obviously not permanently fixed!)

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

Chloe-W22 — Tue, 15 Apr 2025 09:26:44 GMT

Good morning all, and if you're new here welcome to the Sky Community forum, where customers like you are on hand 24/7 (almost) to offer some fantastic advice and help on all things Sky-related.

I just wanted to confirm we raised this internally and it is an issue that is being investigated already 🙂

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

Peter187 — Tue, 15 Apr 2025 09:33:32 GMT

Same here!

Looking at this topic over the last few months this has been going on for some time and everyone has been going through the usual "help" pages with no effect. The only conclusion I can come to is that Sky don't know how to fix it. Fortunately I have Disney+ on our TV as an app so will be using that going forward. Not ideal.

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

Moonknight67 — Tue, 15 Apr 2025 09:35:31 GMT

Thanks for that Chloe...any idea of timeline for a fix? It's been happening for a fair while now and it was when the pixelating started again I was prompted to message as it's just so annoying now to the point that I just don't want Sky anymore ☹️ Prices go up and quality comes down it seems 😢 After all the years sticking with you (20+ now I think?), this is really the first time I've seriously considered leaving ☹️

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

Dizie — Tue, 15 Apr 2025 10:00:38 GMT

I'm in exactly the same boat. I've been looking elsewhere recently which I never thought I'd do. 20 years with Sky too. Prices have shot up over the last 2 years but the service currently available is below par.

I'm sick of apps through sky q, I'm having to use Amazon and Paramount on my smart tv now which should not be the case.

I've even written a complaint email but the reply was lacking, just told to call technical which km sick of doing as nothing changes, just more checking, rebooting, updating with zero difference

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

Moonknight67 — Tue, 15 Apr 2025 11:39:22 GMT

Absolutely...thinking of maybe investing in a new tv that has that 'Freely' service on it (my currenttv was given to me around 4 or 5 years ago and was a few years old then! So probablyabout time for an upgrade, which could be paid for by savings in Sky subscription! )...I know I'd miss out on things like The Las Of Us, but just had enough of the exorbitant prices and lack lustre service ☹️

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

BenJoBanjo — Tue, 15 Apr 2025 11:44:24 GMT

@Moonknight67 wrote:
Absolutely...thinking of maybe investing in a new tv that has that 'Freely' service on it (my currenttv was given to me around 4 or 5 years ago and was a few years old then! So probablyabout time for an upgrade, which could be paid for by savings in Sky subscription! )...I know I'd miss out on things like The Las Of Us, but just had enough of the exorbitant prices and lack lustre service ☹️

You won't necessarily miss out on things like The Last Of Us.

Many smart TV's have the NOW TV app pre-installed or it can be downloaded from the app store. The NOW app allows you to subscribe on a monthly basis and gives you access to all the Sky branded channels both live and on demand, in up to UHD quality with HDR & Atmos.

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

Moonknight67 — Tue, 15 Apr 2025 11:59:40 GMT

Really...this could definitely tip the balance on my decision! Win win I'd say!! Thanks for the heads up 😊

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

Chloe-W22 — Tue, 15 Apr 2025 14:05:32 GMT

@Moonknight67 wrote:

Thanks for that Chloe...any idea of timeline for a fix?

Hi hi,

I'm afraid there isn't a timeline for a fix, only teams will look to get this resolved as soon as possible. As you can imagine, where there's an issue affecting multiple customers support teams will be actively investigating.

Thanks,

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

xenon81 — Tue, 15 Apr 2025 17:13:22 GMT

@Dizie wrote:
I'm in exactly the same boat. I've been looking elsewhere recently which I never thought I'd do. 20 years with Sky too. Prices have shot up over the last 2 years but the service currently available is below par.
I'm sick of apps through sky q, I'm having to use Amazon and Paramount on my smart tv now which should not be the case.

I've even written a complaint email but the reply was lacking, just told to call technical which km sick of doing as nothing changes, just more checking, rebooting, updating with zero difference

It's always best to use the TV's built in apps, even when the ones on Sky are working properly. You will benefit from proper frame rate matching and features like Dolby Vision that aren't supported by Sky.

The first generation of Sky Q boxes are coming up to a decade old (and even the 'latest' boxes date from 2019-ish). Their age is really starting to show, especially with the increasing number of app problems, and it's not likely to get better as the boxes get older.

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

Moonknight67 — Tue, 15 Apr 2025 18:03:15 GMT

I'm definitely going to have to upgrade to a tv that has apps!

Re: Sky apps (Prime, Disney+, etc.) crashing to black screen

Peter187 — Tue, 15 Apr 2025 18:31:16 GMT

I agree. In the very short time I have started to use the tv apps the improvement in picture is noticeable. No reason to go through Sky again. I think my black screen problem is now solved as well. Win,win... 🙂