Discussion topic: Hey so I’ve just Rented a movie from sky store, it fully downloaded it and played an advert and 30

This message was authored by: Rowley52 · ‎01 Jul 2022

It played I would say the first 30 or 40 seconds then the screen went blue and said I had to upgrade my account to view it it's in SD it's happened before I've been charged but can't watch it

This message was authored by: mike+simmonds · ‎01 Jul 2022

Hi @Rowley52

Is this a premiere rental ?

Are you using a Scart rather than HDMI ?

This combination is known to generate a blue screen due to the extra encryption on these movies

If this is your setup, you will need to chat to Sky and probably ask for a refund

If my guess on your setup is wrong - let me know and I'll think again - but this could still be one for the Skystore team

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

They are open for another 45 mins tonight

Sky customer since 1989.
Sky Q 2TB main box
LG CX6LA from 2020

Have a look at Sky Store – A quick guide for users

Have a look at Maximising the sound quality of your Sky Soundbox

This message was authored by: Rowley52 · ‎01 Jul 2022

I'm only having problems with rentals if I buy and keep the movies there isn't any issues so I rented Ghostbusters afterlife the screen went blue and said I needed to upgrade my subscription ( all movies where SD) so I tried buying it and it worked perfectly if I try and just rent them it doesn't work but if I buy and keep they are fine no issues at all

This message was authored by: caesarome · ‎01 Jul 2022

Buy and Keep films are different from rented ones as with B&K you own them.

The question by @mike+simmonds still stands, are you watching this on the TV that is directly connected to your Sky box via a HDMI cable ?

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This message was authored by: Rowley52 · ‎01 Jul 2022

Yes I've not had any problems before just the last few weeks

This message was authored by: Rowley52 · ‎01 Jul 2022

The rentals don't appear under rentals on my a box either

This message was authored by: mike+simmonds · ‎01 Jul 2022

hi @Rowley52

If you first pressed play more than 48 hours ago on a rental - the 48 hour rental window would by now have expired and the rentals would no longer appear on your box.

I may have misread your answers to my earlier questions- but if you could clarify the two questions I asked that would help us to understand your difficulty and try to find a solution

So - are these premiere rentals ?

Are you using an HDMI cable between your sky box and attached TV ?

Sky customer since 1989.
Sky Q 2TB main box
LG CX6LA from 2020

Have a look at Sky Store – A quick guide for users

Have a look at Maximising the sound quality of your Sky Soundbox

This message was authored by: Rowley52 · ‎01 Jul 2022

Yep I'm watching on my tv via HDMI connected to sky q as for if they were premier I'm not sure sorry

This message was authored by: mike+simmonds · ‎01 Jul 2022

@Rowley52 wrote:
Yep I'm watching on my tv via HDMI connected to sky q as for if they were premier I'm not sure sorry

Thanks for clarifying about the HDMI @Rowley52

The premiere rentals are the £15.99 rental range - usually those very new rentals

The blue screen issue I was thinking of is usually confined to circumstances where there is NOT an HDMI involved.

just on the off chance it is still an encryption issue - do you have an alternative HDMI cable you can try ? Or if not - swapping the existing cable round end to end can sometimes help

Worth also trying to power off your Sky Q box at the mains for 60 seconds before powering back on.

I appreciate that you say this is only happening with rentals - so I understand you won't be able to test until you rent again.

If @caesarome is around he may have some better suggestions?

Sky customer since 1989.
Sky Q 2TB main box
LG CX6LA from 2020

Have a look at Sky Store – A quick guide for users

Have a look at Maximising the sound quality of your Sky Soundbox

This message was authored by: Rowley52 · ‎01 Jul 2022

The films I tried to rent ranged between £4.49 and £5.49 I will give all of the above a go thank you so much for your help and advice wish me luck

This message was authored by: mike+simmonds · ‎01 Jul 2022

@Rowley52 wrote:
The films I tried to rent ranged between £4.49 and £5.49 I will give all of the above a go thank you so much for your help and advice wish me luck

Those weren't premiere rentals then @Rowley52

Blue screen issues on regular rentals aren't common so far as I know. Especially with Sky Q.

I hope one of those suggestions works - but do post again if you get nowhere

good luck !!

Sky customer since 1989.
Sky Q 2TB main box
LG CX6LA from 2020

Have a look at Sky Store – A quick guide for users

Have a look at Maximising the sound quality of your Sky Soundbox

This message was authored by: caesarome · ‎01 Jul 2022

@mike+simmonds wrote:

If @caesarome is around he may have some better suggestions?

I was thinking the same as you @mike+simmonds but I have just noticed that @Rowley52 said that a message to upgrade the subscripition appeared on the screen which is odd for a rental film soI would suggest using the live chat tomorrow to get in touch with Sky support about this:

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

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This message was authored by: Rowley52 · ‎01 Jul 2022

Thank you both for all the help and advice

Discussion topic: Hey so I’ve just Rented a movie from sky store, it fully downloaded it and played an advert and 30

Hey so I’ve just Rented a movie from sky store, it fully downloaded it and played an advert and 30

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Re: Hey so I’ve just Rented a movie from sky store, it fully downloaded it and played an advert and

Re: Hey so I’ve just Rented a movie from sky store, it fully downloaded it and played an advert and

Re: Hey so I’ve just Rented a movie from sky store, it fully downloaded it and played an advert and

Re: Hey so I’ve just Rented a movie from sky store, it fully downloaded it and played an advert and

Re: Hey so I’ve just Rented a movie from sky store, it fully downloaded it and played an advert and

Re: Hey so I’ve just Rented a movie from sky store, it fully downloaded it and played an advert and

Re: Hey so I’ve just Rented a movie from sky store, it fully downloaded it and played an advert and

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