Sky Glass Screen Goes Black Randomly

[lettice]

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@lettice wrote:

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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. 

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My mistake in my post above, ignore and try this;

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 remote, then select Settings
2. Press System management then Resets and updates and finally Refresh apps.
3. 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.

More info on app errors;

https://www.sky.com/help/home/sky-tv/sky-tv-glass/fixing-a-problem-sky-glass/fixing-sky-glass-tv-app...

[Gavin+Noble]

@Bailies It sounds like it's the issue highlighted in this thread:

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

Refreshing your Apps I suspect will not clear the issue until Sky themselves issue a fix for the firmware issue many are experiencing in the thread. 

Those experiencing it are seeing it across live TV, continue watching or in apps like Prime, Netflix, iPlayer etc.

I did post this reply once in this thread but it appears to have been moved for some reason I can't fathom out. 

[Eric761]

Hi

we are getting this and it does not matter what we are watching. I was told it was our broadband speed but we have a super fast connection now and it's still doing it

[Gavin+Noble]

@Eric Click the link in my previous reply. You're not alone in this and it's a firmware issue not an internet one - Sky have said this. There is no timescale for a fix yet. One possible workaround that some have found work at maintaining a connection through the day is to go into Prime Video when you first turn on the TV for a few seconds, then go back to the Sky Home screen and select what you want to watch.