Last few days, technical fault with channel, disney plus etc works.

[Jporch316]

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@wsimm wrote:

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.

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Bit of a pain but can you try signing out of Amazon and staying signed out ?

[wsimm]

Will give that a try when back home and update

[SkylerSky]

It's not only Gen Two. I'm Gen One and I have had this problem for a few weeks. The only thing I have not tried is doing a hard reset again and not logging into the Amazon app. I'll try that later and fingers crossed for tomorrow

[Anonymous]

@SkylerSky The question about Gen One or Two is purely about an issue with some Glass customers not being able to disable the Auto Backlight feature. To date that issue seems to only be affecting Gen Two Glass customers. We know the black screen of doom issue is affecting both generation Glass'. 

[DMK]

I have Gen 1, and the Black screen has been an issue since April. It can take an hour of turning the TV off and on again before it works correctly. If the issue is not rectified soon, I am seriously thinking of leaving Sky and going to Freeview or Freesat TV.

[Anonymous]

@DMK Those of us experiencing this issue share your frustration completely. I first logged this issue on the phone with Sky on 9 April, so approx five weeks ago. 

All we can do is wait for the fix but in the meantime it is worth seeing if the Prime Video workaround works for you. You either sign out of Prime Video completely on the Glass or go into it for a few seconds when you turn the TV on before exiting to the Sky Home Screen. For some, this has provided a temporary respite from the black screen of doom/unable to load programme error. It hasn't worked for everyone but it's worth a try. 

[DMK]

This did not work for me, it seems that only turning the TV off and on again by the plug is the only thing that eventually works, which, being that I am disabled, is a real pain.

[Mark39]

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@DMK wrote:

This did not work for me, it seems that only turning the TV off and on again by the plug is the only thing that eventually works, which, being that I am disabled, is a real pain.

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It would be for me too. I'd recommend using a smart plug which you can control via your mobile.

[Jporch316]

Just for info I notice a few users with this issue also mention a PS5

is this something  those of you with issues have plugged into your glass ?

[Anonymous]

@Jporch316 Not me. I don't use Glass for anything other than watching TV.

[MarkP65]

I tried the "sign in to Prime at startup" workaround. Was pleasantly surprised to see it worked for me. No crashes. 

[AnnaPO]

Thank you so much! Form also completed. 

[Mattskyuser]

I also reported the problem on the 9th April and was told for weeks there was no other reported problems of this nature.

I would recommend that people ring up and report the problem direct if they have not done so already, so they appreciate the full scale of the issue. If you tell them you are aware the issue has been logged internally under the reference SPE00243 that should help it get assigned to the appropriate problem.

Tell them you want it treated as a complaint as you are aware the problem has gone on for sometime from other users and say you want a refund for loss of service once the issue is fixed, this should help increase its priority in getting fixed! 

They will tell you the problem was logged as known issue on 2nd May but feel free to correct them that the issue was logged on 9th April and its only Sky's inability to identify this as a new issue that meant it wasnt taken seriously until the 2nd May.

I asked them specifically to look at this chat, sent them the link and consider the Prime Video theory as it seems to have real merit.

I have been promised updates and will post them on here...if I get them!

For now I think I will stay signed out on Prime as that seems to be working for now and use the fire stick for that. 

Matt

[SkylerSky]

I signed out of Prime yesterday and did a Restart Device from the TV (not a factory or a hard reset). Glass worked first time this morning with no black loading screen. Coincidence? Possibly not. Will need to do this for a few more days without using Prime to feel confident this is where the problem exists. Highly annoying, though, as we are watching two series on Prime we can no longer watch. We use Prime every day, which is possibly why we have had the problem for a month. Thank you to whoever discovered the "go onto Prime" workaround. But it's too annoying to rely on that "fix" everyday. Not being able to use the Prime app at all is a denial of a service for which I use Glass. Sky need to fix this issue though I'm not hopeful they'll do so any time soon. It's been at least a month with this issue. I'll report back tomorrow if continuing not to use Prime works.

[Blue+Dog]

@SkylerSky Day 2 after signing out of Prime for me, and the programmes once again loaded perfectly this morning - no issues at all.