Temporary loss of video signal

[Kimoigoibipbu]

I have a brand new TV (LG OLED55G46LS 55) and a Sky Q box. When connected to Sky Q the TV screen occasionally goes black for about half a second, which is infuriating.  The sound is maintained.  This can happen several times at random during an evening and occurs when watching  both live view and recorded programmes. It also occurs when the "live pause" is used. It is not reproducable and replaying the same affected part of a recorded programme does not demonstrate  the same fault. I tried a full SkyQ box reset and software update several times,  without improvement.  I have replaced the HDM cable (-twice) with new shorter high speed versions, but no change. I also tried each of the four available HDMI inputs to the TV  - again no change. I have also carried out a full reset on the TV several times.  You might think at this point that the TV could equally be suspect, however when watching oprogrammes via the aerial or via the broadband directly the fault ENTIRELY disappears. I contacted LG who said they did not recognise this fault, but they didn't think that the TV was in any way faulty - and given that all inputs other than SKY Q  are working perfectly that does seem to be entirely  logical to me. Anyhow, a Sky engineer has since attended at my request. and when I decribed the fault and without even looking at my  setup he immedately said that there was "an issue" when using Sky Q with LG TVs.  Even more remarkably he told me that he had exactly the same problem with his own setup at home. He offered no solution. He changed my Sky Q box anyway, but there has been no improvement at all. What am I missing? Is there indeed a know issue here and how can it be resolved please? Thanks.

[oldfella]

Hi @Kimoigoibipbu 

Just a couple of observations.

1. You say that Terrestrial and Internet content is OK on the LG.   However neither of these has any connection via the TV HDMI inputs and so it does not rule out a fault on the LG.  Could be a fault on the LG HDMI board.  To rule this out you would need to try another HDMI device on the TV.   If you have done this you haven't mentioned it.
2. Have you tried all the Resolution settings on the Q box.   Ie  1080i - 1080p - 2160p 10 bit - 2160 8 bit.   Just to test if the issue is with a specific resolution?

[Chodley]

Lower res also reduces the load on the input electronics so might well reduce or eliminate the problem.

Kind of bizarre that the LG support people considered testing zero alternative HDMI sources as evidence there was nothing wrong with the TV. Did you use UHD on your previous screen?

[Kimoigoibipbu]

My thanks to both users for their advice. Sorry for the delay in replying as I have been investigating further and this fault is very random and can take several hours to occur. First point is that lowering the  video resolultion was a resonable idea to try, but unfortunately it didn't help. However, playing a different device (XBox) through the HDMI ports for what turned out to be  a few hours showed the same fault eventually occuring.  Conclusion is that this is indeed a fault with the Brand new LG TV and nothing to do with the Sky Q system, and I will be asking LG to fix it under warranty.

Thanks for your help!

[Julaine57]

Hi I have the same problem with my brand new LG OLED TV. and Sky Q box. I occasionally get a black screen but ONLY when watching through my Sky Q box. If I watch via the antenna or Netflix the tv is fine (no black screen) so it cannot be the tv . I have changed the HDMI cable twice also tried different HDMI ports and still the black screen occasionally appears. I am talking this can happen twice in an half an hour show. Very annoying. Anyone any ideas how to solve this ? 

[Chodley]

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@Julaine57 wrote:

Hi I have the same problem with my brand new LG OLED TV. and Sky Q box. I occasionally get a black screen but ONLY when watching through my Sky Q box. If I watch via the antenna or Netflix the tv is fine (no black screen) so it cannot be the tv . I have changed the HDMI cable twice also tried different HDMI ports and still the black screen occasionally appears. I am talking this can happen twice in an half an hour show. Very annoying. Anyone any ideas how to solve this ? 

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Once again, neither netflix nor terrestrial are testing the HDMI input so this does not prove it cannot be the TV.

[Julaine57]

I have 4 HDMI ports and tried each one still the same problem. I tried a website "just answer" they advised return the TV to factory setting. This solved the black screen for around two weeks.. Then it returned. I just dont know if it is the TV or Sky Q ? Argh!!!

[Julaine57 · Accepted solution]

My  temporary black screen issue is finally solved. 💃🏼💃🏼💃🏼💃🏼💃🏼

The Quick start setting needed to be in the OFF position on my LG TV

Something so simple but a nightmare to work out what was causing my problem. 
thank you to everyone's suggestions 

[Davva33]

Hi, I've had the same issue, already sent two TVs back, on my third! I thought it was software update issue so turned auto update off, seems to have worked, however is very annoying as have to choose 'No' to updates with every switch on. Just read your post and realised that I had actually turned the Quick Start off on this 3rd TV as well, so wondering whether that unbeknownst to me this may have been the solution! I'm reluctant to change anything with updates in case the black screen returns and wondered whether the quick start 'off' solution was still working for you?

[Julaine57]

Hi. Yes all is good. No black screen issue since turning off Quick start on my LG TV 

[Julaine57]

I have auto update turned ON as that did not effect the black screen 

[Davva33]

Great news, I'll give it a go, many thanks for your prompt response!!