Amazon Prime blank screen but sound

[Robgaston]

Same problem here, hopefully will work later in the month after yodate

[Rich.S.R]

I've found that signing out, then switching off at plug, switching bac on and then signing back in works as a temp fix - at least until you watch another Chanel or turn the tv onto standby

[ROBLINCS1312]

Yes same here since we got it a few weeks ago. I don't really watch it but it's driving my wife mad. The update better work.

[spike10638]

I have to say you guys are very patient! I have been having the same problems with Prime Video for some days. Sky Glass is not cheap and I took the solution to make accessing othe services trouble free and seamless. Just to say that it is hoped that a software patch in a fortnight might fix it just isn't goos enough. Sky, you seem to have been pretty mute on this.

Just not acceptable!

[TeeVeeFan]

We're also experiencing this problem. Tried signing out of and back in to Prime, switching TV on and off, resetting picture settings and refreshing apps, but to no avail.

It is so frustrating and a complete waste of our Prime subscription and other channels within Prime, e.g. MGM, Lionsgate, etc. Seriously thinking of buying a new smart TV instead and ditching Sky Glass if this isn't sorted.

[warrenSim]

How do you fix the problem with pine video not showing a picture - sound is on 

sign out and back in the picture comes back on but if you come out of the app it happens again 

[PDan1982]

Amazon Prime not showing video in sky glass. I could hear audio and subtitles are available.

I have switched off the TV and turn it on.

I have checked and ensured, the TV has latest software version.

[Chrisee]

@PDan1982 try the following in the Puck's Picture Settings menu try toggling the Apps Judder Reduction option on or off. Withiut getting to technical this switchs the puck to output apps at 60Hz when on or 50Hz when its off. Some TVs dont seem to like this feature.

[PDan1982]

Thank you for your reply.

But I couldn't find the settings.

Kind regards.

Praveen

[jecsouthwark]

I just fixed this by a full factory reset. Seems some updates arent passively installing correctly. Power off at the wall, then hold the power button when switching back on for 30 seconds. Then set up your glass again and it will do a full software update. 

[Rach2500]

@jecsouthwark I did think about doing this, but I know that my daughter has quite a few apps installed and will probably not know the logins - can you imagine 😅.  We are using our X-box to watch Amazon at the moment so we'll hang on for the fix 🤞

[kkkkatie]

We've done a factory reset but it hasn't resolved the no picture problem.

[Fothergill1]

Hi @PDan1982 If you go to the bottom of the home page you will find the settings button.  Alternatively using the voice control button on your remote just say Settings.

I believe the settings referred to by @Chrisee are only for the sky puck and not glass (I have glass and have never seen the judder setting).

[PDan1982]

Thank you for your response. I could see the settings but not sure how to resolve the issue.  May call the the customer support 

kind regards 

praveen

[KHJSky]

When using the Amazon Prime App on my TV the menu displays and you can select movies etc but when ut plays there is just the sound and a black screen?? Amazon said to uninstall the app but no way to do this on sky glass? Assistance needed please 🙏