Sky Glass Screen Goes Black Randomly

[Kevham]

Our Sky Glass TV will randomly cut out and go black. No sound or video feed. The TV is still on and you can simply move to the next channel and the feed and audio resumes. You can adjust the volume on the black screen and it shoes the speaker level so the TV is still on. Change up a channel and back to the one we were on and its fine so its not like that channel suffered an outage. We dont have any warnings for inactivity. Very strange, can only think its a drop in connectivity with the internet but when you change channel it shows the feed immediately with no delay or outtage. Any suggestions?

[Michelle1950]

.i called a couple of weeks ago about my to glass keep going to a black screen well it started doing it again 

[mikealanr]

Hi @Michelle1950 

You are not talking to Sky. We are fellow subscribers. You will need to call them again or provide details of the issue here so the community can assist. However if it is doing it during ad breaks, there is a widely reported issue on the forum presently with many people affected.

MikeAlanR

[Exiled-in-HH]

@Michelle1950   were you offered a link to receive more help ... and you said YES?

If you wanted more help direct from Sky you should have said NO🤔

[mikealanr]

Hi @Kevham 

Yes it's an issue with AdSmart. See: https://helpforum.sky.com/t5/Sky-Glass-Live/Channel-turns-screen-blank-on-every-advert-break/td-p/47...

It's been reported to Sky and the relevant team is investigating.

MikeAlanR

[PaulBearer]

When watching a programme my screen goes blank, i have to change channel to get my programme back

[roger1949]

Yep,loads of issues like this with sky glass,call sky broadband prepared to listen to someone talking about latency,packet loss and turning your TV off and on.

Oh and RIP

[roger1949]

Yep,this happens a lot

[KevNewMedia]

Hi Everyone

Thank you for telling us about this problem, I can understand the frustration.

I've merged a couple of posts from the past few days into this thread.  To enable us to investigate, can you provide some more information, please?

• What channel/s are you seeing this on?
• What is the name of the programme?
• Can you give us a date/time when this has happened?
• Does it happen whilst watching TV, or when an advert comes on?
• Does this happen whilst using an app?
• If you have a puck, have you seen the issue on this?

Thanks in advance

[Karen1977]

Using a puck happens on all different programmes any time of day watching a programme and the screen just goes black puck still on tv still on it's happening every day on on normal tv doesn't do it on apps

[Mianew2u]

I know you dont work for sky, but hopefully someone from sky might read the comments. 😀

Its been happening to my sky glass for the last week, all day long.  It very frustrating. It's been on all channels that I watched and apps. I've restarted it, and it's only on the evening it settles down. It shouldn't be happening. 

[Gf3000]

My Gen 2 keeps doing this too. Absolutely annoying. Sky just don't seem to know why it happens 

[Bailies]

Been having the black screen issue on netflix or it just sticks at some percentage when loading when starting to watch a programme on netflix. 

Restart Sky Glass using the reset option - fixes it for 5 mins then back to black screen

Power off at main and on again - same as above

If I come out of what I was watching and then go back in using the return button after the black screen, netflix throws up an error code tvq-pb-101 (5.2.1)

Checking on the netflix support that means a network issue but normal programmes are working fine, I'm connected by ethernet so it's not some wonky wifi issue.   

Driving us up the wall. 

[lettice]

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@Bailies wrote:

Been having the black screen issue on netflix or it just sticks at some percentage when loading when starting to watch a programme on netflix. 

Restart Sky Glass using the reset option - fixes it for 5 mins then back to black screen

Power off at main and on again - same as above

If I come out of what I was watching and then go back in using the return button after the black screen, netflix throws up an error code tvq-pb-101 (5.2.1)

Checking on the netflix support that means a network issue but normal programmes are working fine, I'm connected by ethernet so it's not some wonky wifi issue.   

Driving us up the wall. 

---

Can you try a reload of Netflix, within the Netflix app, under Get help from the left menu.

Then if that does not resolve, Try a reresh of apps;

1. Press Home on your Sky Q remote, then highlight Settings
2. Press 0,0,1 and Select to access the Installer menu
3. Select Apps then highlight Refresh all Apps on this box. You'll see a message that says, 'Your apps are being refreshed'.
4. Press Dismiss to return to normal viewing.

The refresh can take 24 hours to complete.

[Fothergill1]

@Bailies I see the advice given above to refresh your Apps relates to Sky Q but you appear to have Sky Glass.

In order to refresh the Apps on Glass go to Settings > System Management > Resets & updates > Refresh Apps.  As with Sky Q the refresh is done in the background and can take up to 24 hours to complete..