Sky glass sound with no picture and not able to load any programmes

[Johns13]

Which form is that ?

[Mark39]

---

@Johns13 wrote:

Which form is that ?

---

See the post in this thread marked as the Answer.

[neildark]

Seriously, this is getting ridiculous. Almost two months and still no fix? I'm starting to lose my patience. Someone needs to get this sorted out ASAP. I've filled in the form we were kindly asked to submit, but still no response. This is beyond frustrating. I'm paying for a service I can't use when I want to relax after work. Even my wife has given up, saying to change to Virgin Media or just get rid of the whole thing.

[Blue+Dog]

Last night, working on the assumption that the Amazon Prime app is the culprit, I signed out of Prime and did a soft restart in Settings. This morning, no problems loading live programmes. Could be a total coincidence - will see how it is tomorrow morning. 

[Anonymous]

@neildark Have you tried the workaround some users have found works for them in the last few posts of the thread about this whilst we wait for a fix?

https://helpforum.sky.com/t5/Sky-Glass-Live/Last-few-days-technical-fault-with-channel-disney-plus-e...

[AnnaPO]

Hi all, major issues with sky glass. It will turn on, some channels state technical issue loading your programme, others will play then audio continues but picture cuts out. Tried resetting router, resetting TV, disconnecting wifi from TV and reconnecting, logging out of all apps and back in, nothing seems to be working. At wits end!! The TV is barely a year old!

[Mattskyuser]

My auto backlight adjustment works fine (sorry for tardy reply).

Now Saturday and the TV has worked fine since Tuesday night. Due to the poor service my query is being treated as a complaint so until I am told its fixed I still wont be getting excited. They were meant to call me with an update on Wednesday, text me to put it off to Thursday and still havent called so its looking like a complaint and about the complaints team - this could go on!!! 

[Anonymous]

Do you have a Gen One or Gen Two Glass @Mattskyuser? The customers I've seen with this issue are Gen Two customers. I'm trying to see if it's Gen specific. Thanks. 

[Anonymous]

Read the answer in this thread and the last couple of pages for a workaround until Sky fix this firmware issue:

https://helpforum.sky.com/t5/Sky-Glass-Live/Last-few-days-technical-fault-with-channel-disney-plus-e...

[Mattskyuser]

Gen 1.

Just realised there are several apps I have not logged back into since my last Factory reset on Tuesday, one of the is ......drum roll.....Prime Video!!! Its worked fine since Tuesday and every time I have done a reset before I have immediately logged into Prime as we were watching a series and the Champions League! 

I suspect if I log back in the problem will return tmw based on what everyone else is telling me. Mental how paying customers seem to be doing more than Sky to investigate this!

Thanks for all the tips but its a total joke its this way round!

[Jporch316]

---

@AnnaPO wrote:

Hi all, major issues with sky glass. It will turn on, some channels state technical issue loading your programme, others will play then audio continues but picture cuts out. Tried resetting router, resetting TV, disconnecting wifi from TV and reconnecting, logging out of all apps and back in, nothing seems to be working. At wits end!! The TV is barely a year old!

---

Some customers are fixing the issue by signing out of the prime app and restarting 

@lettice plesee merge with main thread 

[Blue+Dog]

@Mattskyuser Yes, please let us know what happens tomorrow morning after you sign back into Priime today. I'm reasonably convinced that it's the Prime app causing/ contributing to the issue. 

[Jporch316]

---

@Blue+Dog wrote:

@Mattskyuser Yes, please let us know what happens tomorrow morning after you sign back into Priime today. I'm reasonably convinced that it's the Prime app causing/ contributing to the issue. 

---

Seems likely that it is the prime app given the workaround involves opening and closing the app or signing out of the app. 

[Blue+Dog]

@Jporch316 Yes, that's my thinking. 

[wsimm]

Amazon workaround....did not work this morning. 5 resets, 3 interuptions (1 to my chromecast, 2 to playstation. Screen also froze with bright artefact during one of the times.

and againnow my programmes are failing to load aka Bbc 1 etc