Sky Glass Gen 2 TV - Backlight reverting back to auto

[CFS1962]

I have a new sky glass gen 2 tv. I'm trying to turn off the auto backlight function, but it keeps reverting back to auto backlight. 

Moderator note: subject of thread updated to better reflect the conversation

[Gavin+Noble]

Same here. Must be a software issue. It's only happened since getting the last update. 

[Damo43]

I have noticed on my new Sky Glass Gen 2 TV that when I turn off auto backlight, a few hours later it automatically turns back on. Does anyone else have the same issue? and how do I fix it?

Thanks.

[Gavin+Noble]

@Damo43 Yes, I have the same issue. No idea how to fix it. Nor have Sky at the moment. 

[Gavin+Noble]

I've spoken to Sky about this today and they have logged it. If anyone else has this problem do ring them so they can log it too. The more people get in touch the more chance there is of it being fixed.

Sky have said they are going to look into it and come back to me about whether it's an issue with the software or the TV itself. I did mention it has only happened since I got the most recent update and I don't want the hassle of the TV being replaced unnecessarily if it's ultimately a software issue.

[Jporch316]

Hi all 

just for troubleshooting can you confirm you are not switching picture modes after turning the backlight off?

im assuming vivid or not extra vivid setting will automatically turn the backlight back on 

[Gavin+Noble]

The troubleshooting is being done by Sky. 

[Jporch316]

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@Gavin+Noble wrote:

The troubleshooting is being done by Sky. 

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I've raised it in the superuser forum .... the more information I can provide the better 

[Gavin+Noble]

I've given all the relevant information to Sky yesterday when they logged it onto their system to investigate. I'm just waiting for their call back which they said could take 48 hours. 

[Gavin+Noble]

Had a call back from Sky this morning. They do not think it is a fault with the TV but a software issue. They are going to check with another team to see how widespread an issue it is and come back to me early next week with another update on how they are going to proceed sorting this. 

In the meantime, it would be advisable for any Glass customers on here to check if they can disable the Auto Backlight feature on their TV's. If you can't turn the feature off then it's something that affects the majority of customers and it's more likely to get fixed quicker. 

[60north]

Mine seems to be working OK.

Gen 1 Glass

[Gavin+Noble]

I've had a call back from Sky today regarding this issue. They believe it is a firmware issue and will hopefully be fixed in the next update (along with the black screen of doom error all being well). It appears to just be a Glass Gen Two issue. I've been advised to give it 14-30 days to give Sky a chance to see if a software update resolves it. 

They do not think the TV needs replacing at this stage but is an option if things get worse. (I agree with them that the TV doesn't need replacing as it seems unlikely doing so would resolve anything). 

There is no timescale regarding a software update however. It seems we just need to have a little bit more patience at this point. 

[andar]

Hello I've had my sky glass gen2 since March finding it excellent, but when trying different settings,my auto backlight will not switch off.

This isn't a problem as the picture is great but I wondered if this is a known issue.

[Gavin+Noble]

@andar I reported it to Sky a few weeks ago. Since then they have called me twice. The first time to say it's under investigation and the second time to confirm it's a software issue that will hopefully be fixed in the next update.

They don't think it's a TV hardware issue but say they will replace the TV if they need to. They said to wait for the update and if it's not fixed in that to get back in touch. 

It was originally raised in this thread:

https://helpforum.sky.com/t5/Sky-Glass-Live/I-have-a-new-sky-glass-gen-2-tv-autobacklight/td-p/49724...

[andar]

Thank you that's great