Sky Glass picture - blue screen

[Warwick64]

When I select any channel on Sky Glass all it displays is a blue screen and nothing else

Netflix and BBC iPlayer work fine

I've tried using an ethernet cable to connect to my router instead of using Wifi but it makes no difference

Any ideas?

[Tim+Adams]

Hi @Warwick64 

Have you tried turning it off at the socket, wait a min and then back on again?

What software are you on?

1. Press Home on your Sky remote.
2. Scroll down to the bottom of the Home screen and select Settings.
3. Select System management, then System info.

Thanks,
Tim

[Warwick64]

Hi @Tim+Adams 

Tried switching off, waited a couple of minues, switched back on but made no difference

Checked the System Info, I'm on Build QS017.005.01P

[Tim+Adams]

Thanks @Warwick64 

Does it show any message like, "please wait for your programme to load" or technical fault?

Can I ask who your broadband provider is?

Thanks,

Tim

[Warwick64]

No message displayed. It briefly displays the channel name I've selected along with the programme being broadcast then nothing but a blue screen

My broadband is with plusnet

[Tim+Adams]

Thanks @Warwick64 

I'll escalate your issue to Sky who will invite you to chat and troubleshoot with you. 

The link below explains how escalation works.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Thanks, 

Tim

[Ash39]

Hello I have the exact problem. Just a blue screen when I put it on a channel. Things like netflix work.

how do I fix this?

[Tim+Adams]

Hi @Ash39 

Are you also on QS017.005.01P? Was it working yesterday?

Thanks,

Tim

[Ash39]

Hi Tim

yes I am on that version and was working fine yesterday 

[Tim+Adams]

Thanks @Ash39 

And just to confirm if you switch it off at the socket, wait a min then back on - it still doesn't work?

Thanks,

Tim

[Ash39]

I've turned it off and on for the second time and now it's working

[Tim+Adams]

Thanks for the update @Ash39 

If it happens again please do post back on here.

Thanks,

Tim

[Warwick64]

Tried switching mine off again and back on. Sadly still getting the same problem

[Greenfingers001]

Thanks for escalating this. We’ve sent Warwick64 an invite to chat.

[Addie15 · Accepted solution]

Update-We are closing this session now as this matter has been resolved. If there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.