Sky apps (Prime, Disney+, etc.) crashing to black screen

[Moonknight67]

Really...this could definitely tip the balance on my decision! Win win I'd say!! Thanks for the heads up 😊

[Chloe-W22]

---

@Moonknight67 wrote:

Thanks for that Chloe...any idea of timeline for a fix? 

---

Hi hi,

I'm afraid there isn't a timeline for a fix, only teams will look to get this resolved as soon as possible. As you can imagine, where there's an issue affecting multiple customers support teams will be actively investigating.

Thanks,

[xenon81]

---

@Dizie wrote:

I'm in exactly the same boat.  I've been looking elsewhere recently which I never thought I'd do.  20 years with Sky too.  Prices have shot up over the last 2 years but the service currently available is below par.

I'm sick of apps through sky q, I'm having to use Amazon and Paramount on my smart tv now which should not be the case.  

I've even written a complaint email but the reply was lacking, just told to call technical which km sick of doing as nothing changes, just more checking, rebooting, updating with zero difference

---

It's always best to use the TV's built in apps, even when the ones on Sky are working properly. You will benefit from proper frame rate matching and features like Dolby Vision that aren't supported by Sky. 

The first generation of Sky Q boxes are coming up to a decade old (and even the 'latest' boxes date from 2019-ish). Their age is really starting to show, especially with the increasing number of app problems, and it's not likely to get better as the boxes get older. 

[Moonknight67]

I'm definitely going to have to upgrade to a tv that has apps!

[Peter187]

I agree.  In the very short time I have started to use the tv apps the improvement in picture is noticeable. No reason to go through Sky again. I think my black screen problem is now solved as well. Win,win... 🙂 

[elpedro1978]

I have this same issue.  It seems to coincide with us moving from Sky broadband (copper) to Sky superfast (fibre).  Do others have the same issue and have not recently moved to Superfast broadband, just so I can rule that out as the cause?

[elpedro1978]

Or another wild theory - our remote control is low on battery (as Sky Q reminds us every few hours).  Could it be possible that the signal the remote sends to the Sky Q box to tell it the battery level is low, is actually causing the Sky Q apps to crash to a black screen?  Has anyone else had the issue at the same time as having a low battery level in their remote control?

[Kingfisher]

Hi

yes I have had same issue and now you mention it probably when the black screen has got worse! Stays black for 15/20mins and then screen comes back on. Changes batteries and now seems worse as happening more often. Especially on recorded or downloaded or App programs. Very annoying as turning SkyQ box and Tv off at wall is only thing that sorts it. But can't do that every 30mins! Just changed my package too as too expensive. Thinking may cancel as have bought a new smart tv and hopefully this will be better for accessing apps. Doesn't seem to happen as much on BBC and terrestrials Chanel's. 🤔

[KevNewMedia]

Hi Everyone

Thank you very much for letting us know about the problem. 

I'm locking this thread as this problem has been resolved.