Sky glass air

[Kj29]

Sky Glass keeps going to black while watching tv, there's still sound but no picture and comes up with the options menu and stuff but no picture.

does it on YouTube and while watching live and recorded tv.

ive restarted it and turned it off and on so many times.

all I've had is problems with this tv 

[Anonymous]

@Kj29 It sounds like the problem others have experienced since April, myself included. It did look to have been fixed on the Glass in June with the latest firmware update.

It is a firmware issue. I would ring Sky to log it with them but all you can do is await a firmware update. 

At the time we customers thought it was Prime Video causing the issue and some found that by logging out of that app it reduced the frequency of the black screen of doom.

[MarkGoldsmith]

I suspect whilst the symptoms sound similar it is likely to be a different, the Air launched with a different software build ( a later one) than is currently present on stream/glass.

To me it could quite easily be a faulty set that Sky will need to replace.

[Anonymous]

Doesn't mean it can't be the same issue. The trouble with software is that changing things in versions can create issues - even ones that may have been solved can be rebroke! I learnt that when I worked at a video game developer (not as a coder but would be involved in the process as a copywriter). 

[lettice]

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

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