Downloaded Tom and Jerry but only have sound no pictures

[ClareFB]

Downloaded Tom and Jerry but only sound no picture

[caesarome]

Delete the film and delete it again from your deleted folder as doing this will allow you to download it again to see if second time around all is well with this rental title.

[mike+simmonds]

A very long and diligent session on the forum today @caesarome 👏👏👏

[ClareFB]

Deleted twice then waited for it to fully download before trying again, still sound without pictures 

[mike+simmonds]

Hi @ClareFB 

I assume you have rented a resolution that is compatible with your TV ?

If you have rented the HD version, is your Sky box and TV both set to output 1080 ?

[ClareFB]

I downloaded the sd version.

[caesarome]

All we can suggest is to get in contact with the Sky Store support team:

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

[mike+simmonds]

Hi @ClareFB 

Do you see anything  if you set your Sky box AV resolution to 720

(settings / setup / audio visual / picture resolution ) 

other than this -and the "deleting out of the deleted folder" suggested earlier by @caesarome  - you can try contacting the Skystore team to see if they have any ideas 

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

[QuinT]

@ClareFB @caesarome 

Same issue here, same T&J movie!

Have followed the delete and re-download steps alone with a planner rebuild suggested in another thread. 

No success.

[caesarome]

Is this the SD or HD version @QuinT ?

[Kenny-J]

As this film is a Premier film, there is added security built in, you can only watch this via a HDMI cable compatible TV, if for example you have HD+ box with RF connections and try and play of a 2nd TV the film will play with sound but no picture, a message will be displayed that it can only be viewed via a HDMI connection. If your main TV is only connected by scart the same message will be displayed.

Kenny

[mike+simmonds]

Thanks for clarifying that @Kenny-J 

Would it not be helpful to some users if this information was prominent on the pre rental screen ?

Whilst mentioning this - I would love to understand the reluctance from Sky of updating the pre rental screens as a whole - rather than sticking with the same screens we've had for as long as I can remember- which leave out really significant bits of information that new users don't know about 

eg -

48 hours to finish watching a movie once

you've started (this is written on the app screen but not the Sky box screen)

eg - rentals made online / app cannot be sent to your Sky box. 

thanks 

[QuinT]

@Kenny-J 

Thanks, makes sense and somewhat aligns with what I was told over the phone. I had booked a Sky Q install but because my box is not in the same place as TV, it's a lengthy RF connection. 

Is it true to say not all new releases have this extra security?

Is the extra security something that drops after a define post release period? Making the movie viewable over RF connections?

[QuinT]

@mike+simmonds fully agree that the clarity and transparency would be very helpful.

[Kenny-J]

---

@QuinT wrote:

@Kenny-J 

Thanks, makes sense and somewhat aligns with what I was told over the phone. I had booked a Sky Q install but because my box is not in the same place as TV, it's a lengthy RF connection. 

Is it true to say not all new releases have this extra security?

Is the extra security something that drops after a define post release period? Making the movie viewable over RF connections?

---

It's any that should be out in the Cinema (if they were open) and are flagged with "Premier". I maybe wrong but I dont think these type films then goto normal rental after a period of time, I think they will goto B&K after their time as Premier films, the same as Wonder Woman 1984 did.

Kenny