Black screen when watching a sky rental

[coopers87]

Have just downloaded spencer and Mothering Sunday, for the ridicules fee of £30, to rent, and all I'm getting is sound with a black screen, any reason for this. 

[Annie+UK]

Have you tried powering off your Sky box for 5 minutes?

[coopers87]

No as the rest of my sky box is working as it should, even other downloads, it's just these two movies that won't work

[Annie+UK]

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[mike+simmonds]

Hi @coopers87 

I assume these are premiere rentals and that you aren't watching through a regular HDMI connection 

This is a known but not highlighted issue where premiere rentals have an extra level of protection that won't work outside an HDMI connection 

assuming this is your setup - I'd suggest you explain to the Skystore team and ask for a refund 

https://www.skystore.com/n/hcus/help/contact-us 

[caesarome]

As @mike+simmonds has said you need to be watching these films on the TV that is directly connected to your Sky+ box and not one conncted via a TV link so if you can try this you should find you should be able to watch them if they are still on your box as you now have a short period of time to try again to view them before they will be automatically deleted.

[Mr+Flibbles+86]

Thank you for escalating this. We have now sent an invite to chat

[Mr+Flibbles+86]

Update – We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks