Lots of image but program keeps playing with sound

[Confused22]

Hi all, 

I have a problem where I am in the middle of a program and then the screen goes blanch but I can still hear the program. 

I have tried factory resetting and a software update but this has not worked. 

I have phoned Sky and they keep blaming a bad internet connection even though I keep telling them that I have 100mbs internet connection. 

Any ideas would be appreciated. 

[Anonymous]

@Confused22 It is a known firmware issue we are waiting for Sky to fix. More information here:

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

In the meantime, a temporary fix is to log out of Prime Video, restart your TV via the Settings (not factory reset though!) and try watching what you want. Just remember if you watch Prime Video to log out before you watch something else. We (the annoyed customers affected!) think it's Prime Video causing the issue. It's been going on for some for close to two months now. 

[Confused22]

Think you for your advice, but this issue is not with any apps (Prime Video) that are being used. The issue is from programs on Sky channels look

[Anonymous]

@Confused22 The issue is being caused by Prime Video we think but it affects whatever app you are watching or whether you are watching live programmes, continue watching or playlist programmes. Signing out of Prime Video seems to stop the black screen of doom from appearing. It's nothing to do with your internet etc.