No Amazon Prime Picture only Sound on Sky Glass

[Jerry6X]

I had a new Sky Glass 44in delivered a few weeks ago along with Sky Stream and Pucks for my other two TVs. Prime Video works on all my devices apart from the Sky Glass where I get sound but no picture. I have rebooted etc. but still cannot get the picture. What is Sky doing about this please?

[Addie15]

Update-We are closing this session 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.

[Cookie9099]

Having the same issue. No picture only sound. I refreshed my apps and still no picture only sound.

Sky I'm not seriously expected to do a factory reset everytime if Refreshing apps doesn't work. This will require me setting everything up and logging onto everything again which takes time. It is about time we sorted this as this has now been going on for certain customers for over a year. Something as simple as using an app shouldn't be so difficult and time consuming.

[JEM7962]

It's helpful to know we are not alone in our frustration with a lack of picture on our sky glass tv with prime video. Doesn't help with the problem 

[IOS13]

Unacceptable service - missed the rugby this afternoon 

[Addie15]

Update-We are closing this session now after not receiving further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[warrenSim]

The problem continues and there has been no response / resolution?? 

[GD1]

@warrenSim  You didn't respond to a chat invite so was closed after 48 hours.

[Ouch]

I've only had sky glass a few weeks and yesterday watched a film on prime app without issue. Today I have black screen with sound. 

this thread is very long so not read it all but how cannthis still be happening if its a known problem

[SlenderRobert]

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@Ouch wrote:

I've only had sky glass a few weeks and yesterday watched a film on prime app without issue. Today I have black screen with sound. 

this thread is very long so not read it all but how cannthis still be happening if its a known problem

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Because Sky (and Amazon for that matter) are never very fast at fixing things. 

[Rob3]

Just to let everyone know,  I'm having the same problem but also have a SKY puck.  Which in essence turns a second tv in the house into a sky glasss tv.   And prime works okay on the puck.  

[Sammiewind]

Correct, I have a pick too and it works

on my other TV, it appears to be that sky Glass itself where prime is not working properly 

[colin+merrington]

Every time I play a movie or show on sky glass the sound is there but no picture screen just black. But works fine on the sky puck

[SlenderRobert]

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@colin+merrington wrote:

Every time I play a movie or show on sky glass the sound is there but no picture screen just black. But works fine on the sky puck

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This is a known issue. Sky are investigating a fix but there is no timescale given. 

[asortafairytale]

Yep same damn issue here!