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

[Rowley52]

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 

[mike+simmonds]

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 

[Rowley52]

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 

[caesarome]

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 ?

[Rowley52]

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

[Rowley52]

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

[mike+simmonds]

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 ? 

[Rowley52]

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

[mike+simmonds]

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@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 

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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? 

[Rowley52]

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 

[mike+simmonds]

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@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 

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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 !! 

[caesarome]

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@mike+simmonds wrote:

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

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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

[Rowley52]

Thank you both for all the help and advice