Screen goes black

[Mr_smith]

Screen goes black. I then get a further message saying please wait for your programme to load. Then it says- theres a technical fault with this channel. Please try again later.

[Gavin+Noble]

@Mr_smith Sounds like an internet issue. The steps I would advise are unplug your router and TV for a few minutes then turn them back on. Go into settings and ensure Overnight Network Standby mode is set to on. 

If connected via WiFi only it might give you a more stable connection to connect via ethernet cable. If you use ethernet make sure WiFi is turned off in the settings.

If the screen has gone black and you're still hearing the programme sound though it is an issue a few of us have had recently. The way it was resolved was to go through a factory reset with Sky over the phone (it's not something they like you just to do yourself in case of problems resetting the TV back up).

[5PRX]

Been happening since last week. It's nothing to do with your internet. Its to do with the Sky Glass being absolutely garbage. I should know, I've had one since launch. I haven't been able to watch anything for longer than two minutes for over a week. Sky customer services just tell you too reset the TV, a ballache in itself and then half hour later black screen, sound keeps playing eventually error message. 

[Mr_smith]

Same thing been for about a week or two now. Does anyone have an idea to what the actual issue is?

[Mr_smith]

Youtube and all other streaming apps work bar thr actual tv channels.  So it's not an Internet issue unfortunately. 

[Gavin+Noble]

No idea other than it being a software issue. I had it a couple of weeks ago, did a factory reset with Sky and it didn't reoccur until I got the latest update. I've done another factory reset and touch wood it's not happened again. Whether it'll happen again, who knows? I'm using a Gen Two set. Never had this issue with my Gen One.

I am connected via ethernet with WiFi turned off and Network Standby set to on. 

[5PRX]

I said this exact thing to the woman from Sky and she said "They all use different bandwidth so some things may work and others may not". I just ended the conversation with her after that, because they won't admit there is an issue due to the cost of reimbursing people... So somewhere out there will probably be a team of 2 people fumbling around with a new software update that they will quietly drop without any notice hoping to fix this issue and FINGERS CROSSED not break anything else in the process.

One update a while back stopped my Blu Ray player from displaying a picture on my screen, only audio! Sky had the actual audacity to tell me to buy a more up to date player rather than it being a problem caused by their "update" 🤣🤣🤣.

Sky Glass is the consumer device equivalent of a buying new build home!

[Quirkey10]

Experiencing same issue now - when first using Glass was fine then occasional black screen and or error message now it's every day in fact multiple times a day. 

[paulg78]

I've also been experiencing simalar issues, I currently using a third party DNS server like Cloudflare - 1.1.1.1 , google - 8.8.8.8 or quad9 - 9.9.9.9

and so far this seems to have resolved the matter , at least for me anyway.

[Taskrabbit]

I'm starting to regret trusting sky, I think I got sucked in by their slick marketing. I could of bought a decent tv with £800. 

[JimBrimble]

I am having pretty much the same issue with my gen 1 Sky Glass. I have had my tv since it launched and at various points it is plagued with bugs. And they are bugs, no matter what Sky will try to tell you. Magically the bugs go away for a while, but either come back or a new set of bugs appear. Their software team must be pretty dreadful. 

I haven't even tried to contact customer services as I know what they will say. I just restart the box several times a day until I can get it working for a while. Shocking, but not unexpected. 

[emsysastre]

Has anyone managed to resolve the issue? I have exactly the same problem. Have to do 1 or 2 resets every evening, it's sooooo annoying 

[Gavin+Noble]

@emsysastre According to Sky this has now been fixed:

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

See final post. 

It may be that it's going to take a few days for the firmware update to roll out?