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Discussion topic: Apps causing black screen then no output

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This message was authored by stereohaven This message was authored by: stereohaven

Apps causing black screen then no output

I've been through a few threads with similar issues but nothing suggested so far has got every app back up and running sadly.

 

Apps were working normally last week, nothing has changed in my set up, TV is an LG OLED. TV Guide, menus and normal broadcast channels all work normally. Plugging another device into the HDMI works normally.

 

If I open Netflix, Paramount+, Apple TV+, Disney+, Discovery+ or Prime Video, I lose sound, the screen goes black then defaults to the "no signal" screen on the TV. iPlayer and YouTube work normally, I have to switch the box off and then on again to get the normal picture back.

 

I have so far:

 

  1. Power cycled the TV and Sky Q box
  2. Tried a different HDMI cable and port
  3. Refreshed apps and cross checked for a software update
  4. Signed out of Netflix on a browser
  5. Reset settings

After resetting settings I got Netflix back, but nothing else works.

 

Any other suggestions before I do a hard reset and lose all our recordings?

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LG B6 OLED | Sky Q | BT Smart Hub 2 | Apple TV 4K | Xbox One S

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stereohaven
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This message was authored by stereohaven This message was authored by: stereohaven Answer

Re: Apps causing black screen then no output

Just to update, it dawned on me that an engineer visit would likely result in a new box and us losing recordings anyway, so I decided to try a factory reset (which deleted everything).

 

This has fixed the apps black screen issue, so I'll cancel the engineer visit.

-------------------------

LG B6 OLED | Sky Q | BT Smart Hub 2 | Apple TV 4K | Xbox One S

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This message was authored by Addie15 This message was authored by: Addie15

Re: Apps causing black screen then no output

Posted by a Sky employee

Hi there, @stereohaven. 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 

stereohaven
Topic Author
This message was authored by stereohaven This message was authored by: stereohaven

Re: Apps causing black screen then no output

Thanks for arranging the chat, new box and engineer inbound as nothing else we tried would get the apps working.

-------------------------

LG B6 OLED | Sky Q | BT Smart Hub 2 | Apple TV 4K | Xbox One S
stereohaven
Topic Author
This message was authored by stereohaven This message was authored by: stereohaven Answer

Re: Apps causing black screen then no output

Just to update, it dawned on me that an engineer visit would likely result in a new box and us losing recordings anyway, so I decided to try a factory reset (which deleted everything).

 

This has fixed the apps black screen issue, so I'll cancel the engineer visit.

-------------------------

LG B6 OLED | Sky Q | BT Smart Hub 2 | Apple TV 4K | Xbox One S
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