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Discussion topic: Disney+ cuts out (blank screen) while watching

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This message was authored by Rich033 This message was authored by: Rich033

Disney+ cuts out (blank screen) while watching

Hi guys

 

I have Disney+ on Sky Q

 

In the last couple of months the the screen would go blank (no picture, no sound) while watching Disney+ through the Sky Q app

 

It got so bad I phoned Sky Technical support and they advised that they had not heard of the issue before, and advised that the Sky Q box will need changing which was done

 

i've literally just started watching Disney+ for the first time on the new Sky Q box and the same thing has happened again within the first 5 minutes


Has anyone had the same issue?

 

It's frustrating as I've lost 4 years of recordings on my old box for no reason. The apps have been refreshed and the bix software is up to date. The Disney+ app works fine on my iPad 


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This message was authored by Greenfingers001 This message was authored by: Greenfingers001 Answer

Re: Disney+ cuts out (blank screen) while watching

Posted by a Sky employee

Hi there, 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

View this Answer within the discussion

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This message was authored by Greenfingers001 This message was authored by: Greenfingers001 Answer

Re: Disney+ cuts out (blank screen) while watching

Posted by a Sky employee

Hi there, 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

Rich033
Topic Author
This message was authored by Rich033 This message was authored by: Rich033

Re: Disney+ cuts out (blank screen) while watching

Issue still occurring unfortunately. Sky have investigated but can find no faults but app keeps crashing 

This message was authored by Chodley This message was authored by: Chodley

Re: Disney+ cuts out (blank screen) while watching

Posted by a Superuser, not a Sky employee. Find out more

What happens if you run your bix at 1080p?

 

have you seen this with the link to the troubleshooting steps? Should have come uo in the suggested threads list when you first typed your topic subject line in

https://helpforum.sky.com/t5/Sky-Q/Disney-black-screen/m-p/4819620#M675210

This message was authored by NickNewark This message was authored by: NickNewark

Re: Disney+ cuts out (blank screen) while watching

Posted by a Superuser, not a Sky employee. Find out more

I recently subscribed to Disney, and also found this happening. Recently watched Alien Romulus and about half way through the screen turned black, the TV turned off  and Q went into standby. 🤔  (Sony Bravia) 

Rich033
Topic Author
This message was authored by Rich033 This message was authored by: Rich033

Re: Disney+ cuts out (blank screen) while watching

I've worked the trouble shooting guide, and issue keeps occurring. The D+ app is the only app that crashes. Everything else is working fine

Rich033
Topic Author
This message was authored by Rich033 This message was authored by: Rich033

Re: Disney+ cuts out (blank screen) while watching

Yep, exact;h the same thing as me. Sky can't find any faults though 🤷🏻

This message was authored by IBrakspear This message was authored by: IBrakspear

Re: Disney+ cuts out (blank screen) while watching

I have been experienceing this this week with any Content I watch on Disney + in Ultra HD. I get about 13 mins into the Program and then I just get a Black Screen - No Picture or Sound and have to press the Home Button on my remote to take me out of the app. Its as if the App just crashes.  

Its only happening on the App on my SkyQ Box - I get no issues when watching on my iPhone, iPad, Native TV App

I have tried the Troubleshooting steps Sky have sugested (App Refresh, through Enginear menu & Setting Refresh, through Enginear menu) but still the same issue. 

Programs I have been watching where crashes occur: 

 

Inside Out 2 - Movie
Alien Romulus - Movie
Jessica Jones - Season 2 Episode 13 - TV Show
Program: Iron First - Season 2 Episodes 3,4,5,6,7,8,9

In case its helpfull:

SkyQ Software Version: Q280.000.08.00L (5vosfts)

Disney + App Version: 25.1.0+unclescrooge.03(p)

Player Version: 3.0.27

This message was authored by Austinored This message was authored by: Austinored

Re: Disney+ cuts out (blank screen) while watching

Not just the only app. Paramount Plus just done the same thing as the Disney plus. I have the same issue. I've done countless resets but it keeps happening. I've phoned Sky Protect to get a new box but they told me of a possible solution which I'm trying for now. Set the mode in settings from Eco to None. They will call me back next week if the issue persists and change the box, but will mention the issue that I see here on the forum.

Panasonic 50cx700 sky q 2tb, keep the 3d films, I am still watching those
This message was authored by Chodley This message was authored by: Chodley

Re: Disney+ cuts out (blank screen) while watching

Posted by a Superuser, not a Sky employee. Find out more

That, in theory, only changes what the box does overnight so it'll be interesting to see if it makes any difference.

This message was authored by Austinored This message was authored by: Austinored

Re: Disney+ cuts out (blank screen) while watching

@Rich033 now Prime is getting into the act, it stopped working, froze, had to hit the home button to get out. So methinks on Tuesday I'll order a new box. I usually use my smart TV app for Prime anyway, much better audio and picture too.

Panasonic 50cx700 sky q 2tb, keep the 3d films, I am still watching those
Rich033
Topic Author
This message was authored by Rich033 This message was authored by: Rich033

Re: Disney+ cuts out (blank screen) while watching

@Austinored I swapped out the box hoping that would make a difference. Unfortunately it didn't 😔

 

it's interesting that more apps are being affected. Hopefully a resolve will be found soon 

This message was authored by Austinored This message was authored by: Austinored

Re: Disney+ cuts out (blank screen) while watching

@Rich033 I didn't get a call from Sky but so far the fix is kind of holding on the apps. Maybe another software update will fix the bugs, therefore it will negate the need for a new box?

Panasonic 50cx700 sky q 2tb, keep the 3d films, I am still watching those
This message was authored by Chodley This message was authored by: Chodley

Re: Disney+ cuts out (blank screen) while watching

Posted by a Superuser, not a Sky employee. Find out more

"Resolution"

 

this use of the verb resolve as a noun can't be allowed to continue 😄

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