Having issues with Prime App on my Sky glass. Sound and menu displays but the main picture is bl

[Blackravencrow]

Same thing with me did you get any help? 

[Lisa-P1987]

Hi there @warrenSim , 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

[Fothergill1]

@KHJSky There have been a number of people reporting this problem and noone seems to have come up with a solution so I have escalated your post 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.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Blackravencrow  an invite to chat.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @KHJSky  an invite to chat.

[u02fac4]

I've had the exact same issue for the past few days and got told the exact same thing. No one else has this issue. I think it's what's said by sky when they don't have a clue.

Clearly on here it's an issue yet sky apparently have never heard of it!!

[SlenderRobert]

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@u02fac4 wrote:

I've had the exact same issue for the past few days and got told the exact same thing. No one else has this issue. I think it's what's said by sky when they don't have a clue.

Clearly on here it's an issue yet sky apparently have never heard of it!!

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It's standard practice. Deny all knowledge. Pretend there's nothing wrong. You'll rarely find a business that owns up to its mistakes/failings/problems. This is one of those. 

I'm sure there's some sort of fix being worked on, but they won't have a clue how long it'll take so are better off denying everything until it does. 

[jecsouthwark]

So having "fixed it" with the factory reset a couple of hours later it started doing the same thing again. I have found by coming out of prime and then going back in it works on the 3rd or 4th try again. I spoke to customer services and the issue is no known and logged and being worked on. No timescale just the " it will just start working again " response from the agent. 

[KevNewMedia · Accepted solution]

Hi Everyone

Thank you for highlighting this problem.

Our support teams are investigating the problem and when we have more information, we'll let you know.

To understand the extent of this issue, I've merged some posts into the one thread. I'll be marking the thread as answered, so that anyone new to the thread knows we're working on it, and they don't have to read every post.

[ROBLINCS1312]

So I've come across a way of it working temporarily. When you tried to play a movie and got the black screen issue, exit prime video and go back to your sky glass Home Screen. On the 'continue playing' row feature, click the prime video you just had the issue with. It goes back into prime and then usually plays ok. HTH for now. 

[Busanda]

I also have the exact shame issue, been going on for 2 months 😢 

reassuring to hear sky actually maybe doing something even if we have to wait 21st Aug. 
we shouldn't actually have to wait at all sky!!  

[Jason+Cookson-Dea]

I've been having the same issue, have to sign out of prime, switch off TV then back on and log in to prime again, happening about 2 weeks now!

[Fothergill1]

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@Busanda wrote:

I also have the exact shame issue, been going on for 2 months 😢 

reassuring to hear sky actually maybe doing something even if we have to wait 21st Aug. 
we shouldn't actually have to wait at all sky!!  

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@Busanda Unfortunately one has to wait while a team of sky employees try to find a solution. I can understand your frustration but I imagine trying to fix an issue that only effects some people and not others is not easy.

Fingers crossed they find a solution soon 🤞

[Addie15]

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Jerry6X]

I have a new SkyGlass 44-in TV. I too am having problems with accessing Amazon Prime Video. I get sound but no picture. I have tried turning off and rebooting. I have checked the number of devices I have registered. Prime works fine using Sky Stream cw Puck on my other two TVs,  so the issue is a SkyGlass issue.  I read somewhere that Sky are investigating but will not have a fix until 21 Aug. I hope you are working hard.