Amazon Prime blank screen but sound

[Rach2500]

I'm aware of someone else having this issue, but Amazon Prime is not working on our Sky Glass; there is sound but no picture. Trailers display okay. I've followed all available guidance to overcome this, but nothing has worked - I've rebooted, rebooted internet, updated apps, signed out and back in etc etc. I've contacted Amazon (who are MUCH easier to get hold of than Sky!) but their only guidance was the things I've already tried. Heyelp!

[Rich.S.R]

Same is happening to me - have tried app refresh in the settings, power off and on, sign in and out of Prime - even set tv back to factory settings. This worked until I turned the tv off - the next day blank screen again. The show mini previews still show the picture - but once you select the feature to play - black screen. 

[Rach2500]

@Rich.S.R sounds exactly the same fault. Another person on this forum has the same issue so hopefully one of us can get to the bottom of it!

[Rich.S.R]

@Rach2500 

What I've found so far that works for me to get prime back is

- sign out of Prime

- switch off at the wall for 60 seconds

- switch on and sign back into prime.

BUT as soon as you stop using Prime - either turning tv off or watching another app/ sky channel - when you next go back into Prime it's reverted to  audio and blank screen.

so pretty sure it's  a Sky Glass Prime app issue  - all other devices I have see no issue with using Prime

[Rich.S.R]

What would be good is if someone from Sky can post a more permanent solution 👀

[Fothergill1]

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@Rach2500 wrote:

I'm aware of someone else having this issue, but Amazon Prime is not working on our Sky Glass; there is sound but no picture. Trailers display okay. I've followed all available guidance to overcome this, but nothing has worked - I've rebooted, rebooted internet, updated apps, signed out and back in etc etc. I've contacted Amazon (who are MUCH easier to get hold of than Sky!) but their only guidance was the things I've already tried. Heyelp!

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@Rach2500 I have never encountered a problem with Prime so I have not hd to find a solution (nor have I seen one on the Forum). 

By posting on this forum this forum you are not talking to Sky as this is customer to customer help.  Consequently I have escalated your issue to the Community Messaging Team who will send you a chat invitation.

The link below explains the procedure

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the chat bubble that will appear on the bottom left of your screen when you are logged onto this forum. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Good luck, if you find a solution please post it back here to help other including @Rich.S.R 

[Rich.S.R]

Thanks @Fothergill1 

[rumbatth]

I'm having the exact same issue. Infuriating! 

[Rach2500]

@Fothergill1 @Rich.S.R @rumbatth  I have an update! I spoke to Sky yesterday  and the chap was really helpful, but basically the upshot is that there is probably an issue with an Amazon Prime update that hasn't worked with the Sky Glass. There's nothing on Sky's records to say that anyone else has reported it as an issue, but he reckons by the end of the week there will be and at that stage Sky will have to reach out to Amazon to get a fix. So fingers crossed we might be back up and running in a few days.

[Rach2500]

@Gadgetmanrocks I have an update! I spoke to Sky yesterday  and the chap was really helpful, but basically the upshot is that there is probably an issue with an Amazon Prime update that hasn't worked with the Sky Glass. There's nothing on Sky's records to say that anyone else has reported it as an issue, but he reckons by the end of the week there will be and at that stage Sky will have to reach out to Amazon to get a fix. So fingers crossed we might be back up and running in a few days. 

[Rich.S.R]

Thanks for the update @Rach2500  here's hoping 😊

[SlenderRobert]

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@Rach2500 wrote:

@Fothergill1 @Rich.S.R @rumbatth  I have an update! I spoke to Sky yesterday  and the chap was really helpful, but basically the upshot is that there is probably an issue with an Amazon Prime update that hasn't worked with the Sky Glass. There's nothing on Sky's records to say that anyone else has reported it as an issue, but he reckons by the end of the week there will be and at that stage Sky will have to reach out to Amazon to get a fix. So fingers crossed we might be back up and running in a few days.

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If Sky were properly utilising the supposed benefits of having all their apps hosted on a server rather than downloaded to customers' devices, surely it would be easier for them to just revert to a previous build of the app on the server which worked for all, rather than wait for Amazon to provide a fix.  

[Fothergill1]

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@Rach2500 wrote:

@Fothergill1 @Rich.S.R @rumbatth  ..............basically the upshot is that there is probably an issue with an Amazon Prime update that hasn't worked with the Sky Glass. 

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Thanks for the update @Rach2500.. I'm not sure about their explanation.  I have Sky Glass and would have had the same update but as mentioned in my earlier post my Prime Video is working perfectly.

Anyway fingers crossed it gets resolved for you 🤞

[kkkkatie]

We have the same problem with Prime on Sky Glass (sound but no picture) but it's working fine on IPhone.

[Mooksy]

Has anyone had any luck on the Amazon prime video app.I'm trying to watch something but all I'm getting is sound and a black screen and it's been like it for 4 days now ?