Sky glass Black screen, trying to load

[mikealanr]

Hi @BigT_Devon 

This is being discussed extensively here: https://helpforum.sky.com/t5/Sky-Glass-Live/Last-few-days-technical-fault-with-channel-disney-plus-e...

Sky have linked to a form where you can provide information to assist with resolution.

MikeAlanR

[Super+Anthony]

Same with me as mentioned on Stream for a long period @BigT_Devon but mainly on channel 922. It's also not just a glass issue so again not sure why my post from yesterday was moved from stream to glass, not helpful

[Jolly-olly]

Sky are a joke. I raised my complaint and received an email saying it had been passed to the Customer Priority Team. The email said either call or use the chat function in the link. I tried to call but just constantly waited so used the chat. Well this is the reply I just got so I told them in no uncertain terms it isn't good enough. 
Ok, from the data we have, I can see the TV is hardwired and you have Gigafast broadband so it's unlikely to be anything set-up related which has influenced this. I'm aware of the known issue which is being worked on currently but there aren't any timescales yet on when a future software release will address the problem. When you are rebooting it, are you power cycling it at the wall by turning the power off or doing something else?

[lettice]

@BigT_Devon 

Have moved your posts to this current ongoing issue thread.

Read the answered post within this thread from Sky on the issue and fill out the form as mentioned in the answered post.

Sky are investigating and we as Superusers are keeping them aware of many others having the issue.

[Frisby1]

I have sky glass which when turned on shows homepage but won't load any selected channel - even BBC1 - unless I turn off, do the formal restart in settings, refresh apps, then turn on and reset to factory settings (although we have never changed any settings).  Once we've got a channel playing it lasts for a while then we lose picture but maintain sound. If I do the sky system test from the app or website for my address it says everything is fine. Broadband status is excellent.  TV is a couple of years old. 
Anyone know what I can do? 

[Dazzasky]

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@Frisby1 wrote:

I have sky glass which when turned on shows homepage but won't load any selected channel - even BBC1 - unless I turn off, do the formal restart in settings, refresh apps, then turn on and reset to factory settings (although we have never changed any settings).  Once we've got a channel playing it lasts for a while then we lose picture but maintain sound. If I do the sky system test from the app or website for my address it says everything is fine. Broadband status is excellent.  TV is a couple of years old. 
Anyone know what I can do? 

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Take a look at the answer Sky have put out in regards to this issue. @Frisby1 

[lettice]

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@Frisby1 wrote:

I have sky glass which when turned on shows homepage but won't load any selected channel - even BBC1 - unless I turn off, do the formal restart in settings, refresh apps, then turn on and reset to factory settings (although we have never changed any settings).  Once we've got a channel playing it lasts for a while then we lose picture but maintain sound. If I do the sky system test from the app or website for my address it says everything is fine. Broadband status is excellent.  TV is a couple of years old. 
Anyone know what I can do? 

---

Read the answered post within this thread from Sky on the issue and fill out the form as mentioned in the answered post.

Sky are investigating and we as Superusers are keeping them aware of many others having the issue.

Plus, on Sky advice, it's not advisable to do a factory reset, unless Sky have equestrian you to do so or you are in contact when doing so. It can cause some account and similar issues going forwards.

Best bet, to recover temporarily with this issue is to do a power reset or the settings restart, even if having to do so a few times.

For this issue within this thread, there is no need to do an apps refresh.

[Frisby1]

Thank you

[TimBL]

Well Monday night was appalling. Ended up resetting it 8 times in the evening. Live TV and Apps all ended up glitching with the screen going black. 

Got into a WhatsApp conversation with SKY customer service, where I asked about the rights to end my contract due to a defective service. That was the last message I sent and they haven't replied to it.

But, today I haven't had to reset it once! I've not done anything to the Glass (unplug) just turned it on this morning and managed to watch breakfast TV without having to reset numerous times. 

[Anonymous]

@TimBL Just lucky today I guess. I had to restart a couple of times this morning because it wouldn't play live TV or a programme from my Continue Watching rail. 

[Sylpaul]

Hi is anyone else having an issue with programme loading, screen going blanks and stating lost WiFi connection? 
there definitely is not a WiFi issues. 

[Dazzasky]

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@Sylpaul wrote:

Hi is anyone else having an issue with programme loading, screen going blanks and stating lost WiFi connection? 
there definitely is not a WiFi issues. 

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There is a whole thread Here about it @Sylpaul 

[Sylpaul]

Just found this, thank you. 

[AmyMcG85]

I am also having this problem. Ive been through a speaking to an advisor and made all the fixes but I am now having to reset everytime I switch it on after i get home every evening. Was there an actual fix for this? I dont think i should have to reset every time I want to watching something. Hoping someone actually can fix this... 😪

[AmyMcG85]

Was there an actual fix for this? Im having this issue and none of the fixes I've been given are solving the problem long term. Currently having to reset every evening now... 😪