My sky q picture keeps going black

[Rob+Brom]

I have only had sky q for a few months and my picture keeps going black but I have sound?

I keeping having to power off and do start. Up again

[Astralis+Invictus]

Hello @Rob+Brom, thank you for joining the Sky Community!

I'm sorry to hear that you're having issues with your screen. What we would strongly recommend that you do is follow this link to our troubleshooting guide. Here you can find all the steps needed to fix a black screen picture issue: https://www.sky.com/help/home/sky-tv/sky-tv-q/fixing-sky-q/fixing-live-tv/picture/diagnostics/fix-pi...

If you get to the end of the steps and are still having an issue, then there is a number which you can call to speak to an adviser. Do be aware though that due to the ongoing Covid-19 situation, there may be a long wait time.

[Quoman7]

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@Rob+Brom wrote:

I have only had sky q for a few months and my picture keeps going black but I have sound?

I keeping having to power off and do start. Up again

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Hi @Rob+Brom  with your SKYQ box on, on your remote press Home 1080 Home, see if that helps?

[Andrewbutt]

I have had this problem for 3 months now.  Absolutely fed up with it.  Ive had 4 engineers out to it with no success. They suggest its a problem with the Samsung software yet on other forums this has been going on for over a year. Why doesn't sky sort it out or at the very least flag to customers when the buy the Sky Q package.  If I could actually get through to Sky I would cancel Sky for good.  Shocking customer service.

[kontraband]

Yeah same here. Sky convinced me that it was Samsung... So they came out and said sky keep saying this. It's not a Samsung issue but as the TV was all under warranty he'd change the board.... And he did... And the problem obviously continued. I can't count the times I've had to take the power out. That in turn screws up the sky mini connection. I'm paying best part of £1200 a year and this is rubbish

[AJAMES67]

Just had Sky Q installed today Took out the old Sky HD box and so all the cables to the TV have been working for years! Sky Q was all working fine for a few hours and then after the box went to sleep - hitting the home button, the screen (HDMI 1) goes on, but every few seconds, it goes blank, and then back on - just keeps doing this - Also when it is doing this - there is no sound. Have a soundbar which is working ok - and works on all other channels on the smart tv.

Have pulled the power on the SKY Q box for 10mins and rebooted - It is doing the same

Hope this isnt going to be the start of a massive long drawn out issue

[Sri+Hari]

Have the same issue. Sky Q box + Samsung TV.

    7-8 seconds of video, followed by 5 seconds of black + audio silence.

Tired of hard-resetting the Sky Q box for 6+ months now (hard-reset does not fix the issue always though).

I have tried Home + 1080 + Home (as suggested previously in this forum). This resets the TV to 1080i video.  Post this, I went back to audio-visual settings and set video to 2160p.  This seems to have fixed the issue (and I have tried this once prior to adding this info to the forum).

[kontraband]

Yep.. Exactly same problem.... Believe this or not but sky actually advised I lowered the rate to 1080p out of that didn't work 1080i....

Yeah.. that's why I have A UHD TV and a 2TB sky q box **bleep**

[AJAMES67]

FIXED

THE ISSUE WAS THE HDMI CABLE BETWEEN THE BOX AND TV. EVEN THOUGH IT WAS WORKING FINE IN THE OLD SKY BOX!!!! NEW CABLE IN FOR A WEEK NOW AND NO SCREEN OR SOUND ISSUES

[a+ilyas]

I am having the same issue. Its been going on for over 4 months now. 4 engineers have come out, replaced the sky q and sky mini box a number of times but i continue to have the same issue. I am soo fed up right now.

screen keeps going blank, no picture. I keep restarting the box from the mains.

I have tried the 1080i fix that was suggested by one engineer but that didnt work, ive updated the software on my TV (this is naother thing suggested) and changed the hdmi cable too but still getting the same issue.

[Locked+out]

I e had this problem for over three months now, sound goes then picture goes, green light still on and nothing, tried resets and recovery, temporarily fixing the issue but it will revert up to ten fifteen times, then be problem free for weeks, make me feel it's the sky software that is the issue every time. After calling and reporting the issues whilst confirming there are no error messages, now strangely enough there has been a random error message, then the same issue again but miraculously turning back on without interference !! Really really fed up 

[Kordian]

I've been having same problem for about a week now. Its definitely not a Samsung problem because I have a sony.

[alis1]

Hi All,

Mine was doing the same, I purchased an Amazon basics HDMI cable and so far so good my picture has not gone black, here is the link to the cable if anyone wants to get one. 

https://www.amazon.co.uk/dp/B014I8SSD0?ref=ppx_pop_mob_ap_share

Hope this helps,

Lisa x

[Trac91]

Mine is the same have sound but no picture have to re boot and is fine then will do it again 

[alis1]

Unfortunately I spoke too soon. It happened again but not as much as before I got the new cable. I have good days and bad days. Am getting a bit fed up of phoning sky about the issue now.