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

[Jolly-olly]

Thanks for this but it is always the first thing every morning when switching on so do you still need multiple examples as you would be waiting for a few days?

[Anonymous]

@Chloe-W22 The form is not much use to be honest with you. The problem occurs when watching anything - either live TV, via the Continue Watching rail or when viewing via an App i.e. Disney+, Prime etc. The programme plays for a few minutes then the screen goes completely black - no error message is shown. The programme sound is still playing, so it's not an internet issue - you would lose both if the internet was to blame. 

It's not limited to a specific time of day. Sometimes it happens the first time the TV is switched on, sometimes it can happen after you've been watching for a couple of hours or longer. 

If you exit to the Sky home screen the programme stops playing but the sound then appears to be coming from another programme that you haven't selected. 

If you turn the TV off via the remote, turn it back on and try watching anything the screen remains blank with the Please wait for your programme to load message onscreen and the spinning wheel. Nothing happens. 

In the end the issue is only cleared for a period by doing a factory reset. Using the normal reset via the Settings only clears it for a few minutes whereas a factory reset clears it for a couple of days. 

That's as much information about the error that I can provide other than saying my TV is a Gen Two 55" Atlantic Blue model with the latest update installed - which is when this issue seemed to start. 

[Jolly-olly]

It seems like Sky have no clue how to resolve this if they are now asking for more examples.

[wsimm]

This is an excellent summary of the issues.

[MarkGoldsmith]

---

@Jolly-olly wrote:

It seems like Sky have no clue how to resolve this if they are now asking for more examples.

---

Or perhaps they are unable to replicate the issue which makes troubleshooting it ( and then testing a fix) a lot more problematic. Perhaps after being provided with the information requested in the form Sky will either be able to replicate the issue or at least see a pattern which may help the troubleshooting. 

[Jolly-olly]

I get you but most of us are having the issue when switching on in the morning. After that it's mainly stable. 

[Fothergill1]

---

@Jolly-olly wrote:

I get you but most of us are having the issue when switching on in the morning. After that it's mainly stable. 

---

@Jolly-olly I would just mention that on the form where it is asking for examples.   I haven't read your previous posts but assume you have Networked Standby mode turned on.  If it is off it can cause issues when you first boot up in the morning.

Good luck 

[Jolly-olly]

I would have to check but I haven't changed anything in my settings and this has only started happening the last couple of weeks and it's now about 2 years since I got Sky Glass. I have made Sky aware and they do know of the issue and didn't mention about checking any settings when I called them this week.

[Anonymous]

@Fothergill1 I get the error and my Network Standby is set to on. Believe me, most of us have gone through the usual settings and reset processes due to this issue and still get it. Only a factory reset sorts it for a period and yes, the settings are re-set back up at that time.

[Fothergill1]

@Jolly-olly  Just check as you never know.  I had problems with my Glass first thing in the morning when purchased nearly 3 years ago and this fixed the issue.  You can check it in the Settings > Start up & Standby menu.

Edit - As @Anonymous says it probably won't resolve it as the issue seems to be fairly widespread.  But  it's worth checking anyway.

[Kev+Powe]

Yes, had the same issue for a few days, keep having to restart the sodding thing!

[DMK]

I have the same issue; I have tried everything like you. It happens to me when turning the TV on in the mornings, a Black screen but with sound, annoyingly, I have to keep turning the TV on and off until the screen rectifies itself. I am seriously considering leaving Sky and changing to another internet TV ( CHEAPER OPTION THAN BUYING A NEW SKY GLASS TV ).

[Anonymous]

@DMK The problem is known to Sky and they are trying to find a fix. It seems to occur when watching anything - either live TV, via the Continue Watching rail or when viewing via an App i.e. Disney+, Prime etc. The programme plays for a few minutes then the screen goes completely black - no error message is shown. The programme sound is still playing, so it's not an internet issue - you would lose both if the internet was to blame. 

It's not limited to a specific time of day. Sometimes it happens the first time the TV is switched on, sometimes it can happen after you've been watching for a couple of hours or longer. 

If you exit to the Sky home screen the programme stops playing but the sound then appears to be coming from another programme that you haven't selected. 

If you turn the TV off via the remote, turn it back on and try watching anything the screen remains blank with the Please wait for your programme to load message onscreen and the spinning wheel. Nothing happens. 

In the end the issue is only cleared for a period by doing a factory reset. Using the normal reset via the Settings only clears it for a few minutes whereas a factory reset clears it for a couple of days. 

That's as much information about the error that I can provide other than saying my TV is a Gen Two 55" Atlantic Blue model with the latest update installed - which is when this issue seemed to start for me.

[DMK]

LETS HOPE THEY FIND A FIX SOONER RATHER THAN LATER.

[bobbob1982]

I've recently been getting exactly the same error come up. 

Very frustrating.