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Discussion topic: Channel turns screen blank on every advert break

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This message was authored by Tigger24 This message was authored by: Tigger24

Channel turns screen blank on every advert break

Hiya is anyone else having issues with sky glass, where during adverts the screen either goes blank and you have  to change channel up or down then back to what you were watching to continue. Or during adverts they seem just to end half way through and another advert starts?  In South Yorkshire area Barnsley and does it in all weathers not just during rain showers. 
if so any recommendations on how to fix ? 


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This message was authored by Chloe-W22 This message was authored by: Chloe-W22 Answer

Re: Channel turns screen blank on every advert break

Posted by a Sky employee

Hi all,

 

I wanted to send my thanks for contributing to this thread and letting us know you were experiencing an issue with adverts on your Sky Glass!

 

Thanks to this thread our support teams were able to identify the root cause and worked to get this resolved. We believe this is now fixed 🎊 however please don’t hesitate to let us know if you continue to experience any issues during adverts. 

Chloe-W22

Community Manager

 

Have a story you want to share with us? Send your Thanks to Sky here

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This message was authored by Shaund1980 This message was authored by: Shaund1980

Re: Channel turns screen blank on every advert break

I've noticed this the last week as well and in the early hours it kicks me off the channel 

This message was authored by mikealanr This message was authored by: mikealanr

Re: Channel turns screen blank on every advert break

Posted by a Superuser, not a Sky employee. Find out more

Hi @Tigger24 

 

Yes this is a problem with Sky's AdSmart. They try to insert ads into the adbreak that are relevant to you or your local area. It's failing and dumping you back to the live stream. That's why it looks like you getting another ad part way through.

 

It's particularly bad on Sky History. I have queried this with a contact in the closed area of the forum.

 

MikeAlanR

---
65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Former Sky Q, Sky+ HD and Sky+ customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
This message was authored by KB057 This message was authored by: KB057

Sky glass tv goes off when sky full fibre ad coms on

Hi our 55inch sky glass tv goes black with no sound as soon as the sky full fibre advert comes on anyone else got this problem

This message was authored by KB057 This message was authored by: KB057

Re: Sky glass tv goes off when sky full fibre ad coms on

Sky glass tv goes to a black screen every time the sky full fibre advert comes on movie channel 24

This message was authored by mikealanr This message was authored by: mikealanr

Re: Sky glass tv goes off when sky full fibre ad coms on

Posted by a Superuser, not a Sky employee. Find out more

Hi @KB057 

 

There seems to be an issue with Sky AdSmart to do with the insertion of adds more relevant to you. I've posted in the closed area of the forum to see if the relevant Sky teams are aware. Changing channel and back again should restore viewing.

 

MikeAlanR

---
65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Former Sky Q, Sky+ HD and Sky+ customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
This message was authored by Daniel-F This message was authored by: Daniel-F

Re: Channel turns screen blank on every advert break

Posted by a Sky employee

Hi all,

 

Thanks for flagging this on Sky Community 🙂

 

If you are finding you are having this issue it would be great to get some full examples collated.

 

If you can recall or next time you see the issue can you get me:

 

  • The channel the issue occurred on?
  • The Ad being played?
  • The exact time the ad was played?
  • Did moving from one channel and back resolve the issue?

I'm marking this as the best answer (for now) so that users joining the thread can see this request for examples more easilly.

 

Thanks

Daniel
Community Moderator
This message was authored by stoothefirst This message was authored by: stoothefirst

Re: Channel turns screen blank on every advert break

I have had the issue on my Sky Glass 55", during the ad break on Sky Sports News. Happened at 13:24. I am not sure what ad was playing at that point.

Changing to another channel and switching back does work.

This message was authored by Blackfield This message was authored by: Blackfield

Re: Channel turns screen blank on every advert break

 

Constantly occuring on ad breaks on sky max hd, 22/08/24 19:00-20:00 during SG1 on all advert breaks. 

 

Local location Glasgow. 

This message was authored by Lutta This message was authored by: Lutta

Re: Channel turns screen blank on every advert break

It happens all the time there are ad breaks.

Switching between channels seems to solve the issue but it is now annoying that you have to do all the time.

Sky, please get this sorted ASAP!

This message was authored by Fimo1 This message was authored by: Fimo1

Re: Channel turns screen blank on every advert break

Happening on sky witness with all adverts. Spent 1 hour 20 mins with an advisor yesterday resetting sky glass but problem has restarted today. 

This message was authored by CraigPhillipson This message was authored by: CraigPhillipson

Re: Channel turns screen blank on every advert break

Sky sorts Golf every adverts. Not notices a specific advert etc but will keep an eye on it 

This message was authored by CarrieJane81 This message was authored by: CarrieJane81

Re: Channel turns screen blank on every advert break

Sky Sports F1 HD

During Sky Store advert

13:19

Switching channels fixed it

This message was authored by Chris408 This message was authored by: Chris408

Re: Channel turns screen blank on every advert break

This is happening to our sky glass every ad break on every sky channel.  Switching channels works, but it is not a fix and is very annoying 

This message was authored by CarrieJane81 This message was authored by: CarrieJane81

Re: Channel turns screen blank on every advert break

4seven

Always ultra add

18:26

fixed by changing channel and back again

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