Apple TV black screen

[wycombephil1]

Hi

We get a black screen roughly every 30mins when watching Apple TV on Sky Q app. Others apps do this occasionally but Apple TV is by far the worst. Any suggestions?

[Lisa-P1987]

Normally an apps refresh would solve this issue. If you follow the link below, go to step 3 which is the restart and scroll to the bottom and follow the steps for Apps Refresh. 

Sky.com/help

[Quoman7]

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@wycombephil1 wrote:

Hi

We get a black screen roughly every 30mins when watching Apple TV on Sky Q app. Others apps do this occasionally but Apple TV is by far the worst. Any suggestions?

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Hi @wycombephil1 Try rebooting your router by removing the power cable for 30 sec then reconnect to reboot, then reboot your main SKYQ box by turning the power off at the socket for 30 sec then turn back on to reboot?

[MissSpammy]

I'm having this same problem. Have refreshed the Apps and updated the Software on Sky Q box and it's still happening. 

[Addie15]

Hi there, MissSpammy.  I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[MissSpammy]

I've opened a chat but no reply as yet. I spoke to an advisor last night who went through a few things with me... we refreshed apps, uploaded software, he sent a signal through and said if it still crashed he could arrange for a replacement box. 

[Lisa-P1987]

Thanks for chatting to us @MissSpammy . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

[MissSpammy]

I didn't get a notification at all and I did try and find the chat. 

How can I start this again @Lisa-P1987 

[Dospescados]

Did you ever get an aswer to this @wycombephil1 ?  I have the same issue with Apple TV and (less badly) Prime. I get round it by turning Sky off and watching them direct on my Smart TV, but not ideal.