Black screen after adverts

[Geewhiz]

I've had this problem before when watching Police 24/7 on Sky crime from my playlist but it's just happened again on tonight's episode of Best Medicine in Sky One.

I started watching it from the playlist about 30 minutes after it started, watched the first section then skipped the adverts and the screen went blank, I can still hear the sound.

As the episode had ten minutes to go I switched over to the live episode and it was working fine, I then selected watch from start and was able to watch the first part again, this time I didn't skip the adverts but watched them but as soon as they ended the screen went blank and the sound continued.

I can fast forward to the end but the picture never returns, it was the same with Police 24/7 so I've still not seen those missing episodes.

I've refreshed apps, switched off and one etc but nothing helps.

Is this a known problem and is there a fix?

[Madrid1]

I have exactly the same issue Geewhiz - exactly as you reported. The same thing happened on another program after the advert (which we skipped). Black screen but sound.

[bodybag1972]

I've had the same problem with the same show. 13 minutes in, goes to adverts then blacks out. It's done this on both my Sky Glass AND Sky Puck, so it's definitely not something I've done.

I hoped a hard reset would fix it but nada!

[OldyBob]

Watching yesterday's The Best Medicine, after the first ad break I lost the picture just a black screen, sound is still fine, at the next ad break picture is back. Who can I talk to or ask about this? 

Help would be appreciated. 

[Stal545]

I have this exact same issue. Though I still get audio, after the first advert break it's a. Lack screen

[lettice]

Your best bet to get this checked and resolved by Sky for this particular program is to send an email to the Sky Viewer relations team to report it;
[email protected]

They do respond to emails with any updates for your queries or problems.

[Geewhiz]

Thanks for the email address, I've sent them the details of my issue so hopefully I'll get a response.

[jaybobarama1]

I had the same issue last night I have emailed Sky viewer relations ([email protected]) said they'll respond within 3 days but by then they'd have probably fixed it.

[jaybobarama1]

There is also another post about this https://helpforum.sky.com/t5/Sky-Stream/Black-screen-after-adverts/td-p/5336198

[OldyBob]

Thanks for the response, I'll wait and see. 

[PaulSk57]

I have the same issue, exactly as described. I've seen this before; I can't remember now which show it was, but after a lot of fiddling around on my part I gave up.. it came good the next day. 

[Geewhiz]

Response from Sky below:

We are aware of the issue impacting this episode on the Sky Glass/Stream platform and are actively working to resolve this issue as quickly as possible.

I apologise for any inconvenience caused while we resolve this issue.

[Cowley12]

When watching best medicine series 1 episode 10 at 16 minutes the screen goes blank but you can still hear the programme 

I have fast forward to the end and no different 

also does it in a different tv and puk in house 

have also done system reset and app updates 

[NickWoodley]

I also have the same problem on Sky Glass, and two Pucks, same program, same position.

[Caz_manv]

yes, getting this problem as well, I think they need to redo the series with the blank screen. it's between the two adverts