New box today, black screen with Disney+

[Dweller]

After having my dish receiver replaced and a new box today, I've had black screens twice with Disney+. Both times pressing the Sky Logo worked properly and I could go back into Disney.

I know others have been advised to use the hidden reset, but surely that shouldn't be necessary two hours after setting up my new box. I hope - don't want to have to login again to all my apps!

Thanks

Doug

[oldfella]

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@Dweller wrote:

After having my dish receiver replaced and a new box today, I've had black screens twice with Disney+. Both times pressing the Sky Logo worked properly and I could go back into Disney.

I know others have been advised to use the hidden reset, but surely that shouldn't be necessary two hours after setting up my new box. I hope - don't want to have to login again to all my apps!

Thanks

Doug

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Hi @Dweller 

First try a simple reboot
To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

[Dweller]

Did that. Made no difference, since I did it it's happened 4 times, the longest I could watch was 12 minutes, useless. WIll check it on Prime or Netflix and if no joy will call Sky Protect to get my 2nd new box this week. Thanks though for your help.

[MightyQuinn]

Hi @Dweller   If it is a new box then the chances are the software is out of date. First check the software version, it should be Q220. As it is a new box, of course you will have to log in to the Apps again.

[Dweller]

Thanks. Doing that now.

Doug

[Dweller]

@MightyQuinn still goes to black screen after a while in Disney+

Doug

[Dweller]

I'm wondering if it's the Sky App. Anyway, I'm giving up on this - I definitely don't want a new box and can watch Disney+ with no problems on my LG smart tv.

[Will+Curnow]

Did anyone find an answer to this problem? I have the same issue on my main sky Q box. Black screen after a certain time when playing a film on disney plus on my main sky Q box, but works fine on my Sky Q mini box?

[Dweller]

Really sorry I didn't reply. I no longer have the problem. I may have done a hard reset, losing all my save programs. That seems to be the case looking at what I have now on my hard disc. We've been binging on Hell's Kitchen for weeks and not watching saved programs which is why I can't recall for sure.

[Will+Curnow]

Hi Doug, no worries and I'm glad yours is working now. I will try a hard rest on mine and see if that works.