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...

[Anonymous]

@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

[Anonymous]

@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. 

[RustyNuts21]

Honestly, get a new television.

Our Gen 1 Sky Glass, while being absolutely stunning quality, has had nothing bu issues following it's second year of use.

It turns off, randomly.

It will play an advert while using a games console (xbox/switch/playstation) it doesn't discriminate.

It will freeze, restart...be horrendously slow...and repeat that process often - This happens whenever it feels like it.

It will not recognize outputs, while simultaniously recognising outputs - Shows Switch, won't actually load the Switch.

Performance issues when using games consoles (noted this is a known issue with Gen 1, the TVs weren't made for gaming).

Now, when i bring these issues up with customer service (I have done 4 times overall, with lengthy discussions...to then be told they can't do anything and it will be passed onto their second line team...who never get back in touch and you have to restart the entire process again) all they do is go through standard "Tech Fixes" with you, and as somebody who works in computer and console maintenance, let me tell you that turning it on and off, while fixing most minor issues, doesn't fix the above, neither does turning it off for 30 seconds while holding the button to then factory reset the TV...this, once again, fixes MINOR issues but none of the above.

I have outright asked for a replacement Televeision, or the chance to upgrade to the next generation, willing to pay the cost to do so...and they will not have it at all. They will do absolutely everything to make sure you just keep repeating the "on-off" fix. 

All in all...i love my television, I really do, 36 years of watching tv going from tiny celluloid to a now 67" 4k ready, dolby atmos tv is something I find absolutely amazing....but the wife is sick of it, my child (autistic, loves tv) won't watch it on the SkyGlass and I am running out of excuses to convince either of them to get the newer version.

So.......just get a new television, because their customer service is dog with regards to fixing actual issues and ultimately you will save yourself the headache.