Black screen when switching from Discovery+

[Uniform576]

I have carried out extensive tests over the past week. After my Puc was replaced a couple of weeks ago.

My Sky Stream Puc only pixelates, and also  goes to a black screen, it when we watch Discovery +, then switch to BBC, Sky News, etc...

It never does it on Discovery +, YouTube, etc...

Never does it on the terrestrial channels from switch on. Only when switching from Discovery +.

Moderator note: Changed title to reflect topic more.

[Uniform576]

I don't have the Sports channels, so can't comment on the way they react with the Puc or Sky Glass.

My issue only happens when switching from Discovery+  to BBC, Sky News, ITV, etc...

I have to pull out the power cable for a couple of minutes, then everything's fine.

If I only watch Discovery+, no problems.

If I only watch the terrestrial channels, no problems.

switching between the two is my issue.

[Uniform576]

@FaviousM  Looking at most of the comments on this thread, it appears that most of it concerns the UHD Sky Sports channels.

I do not have the Sports channels. My pixelation and black screens, are after I've watched, then switched from Discovery+ to YouTube, GBNews, Sky News, ITV, BBC etc...

[MohsinAwan]

@Uniform576 Hi, I got the exact same issue with the discovery plus thing. I managed to find a bit of a fix so if you're watching any discovery plus content and you want to go back to watching normal TV , make sure you exit out of the content on discovery plus and dong leave it running and it won't pixelate or any of the issues , hope that helps 

[Panmat]

Yes totally agree with that, but this has only become a problem recently, I watch discovery+ all the time and don't recall having to do this in the past.

[Uniform576]

@MohsinAwan  Not sure what you mean? You have to exit the Discovery+ app to switch to Sky News, ITV, or any other channel from the Pucs TV Guide.

Please could you elaborate on what you mean.

Thsnks

[MohsinAwan]

@Uniform576 like for example if your watching a channel like tnt sports on discovery plus press the back button to come out of it or if your watching a video , if you come out of it like no content playing ,it wont then have issues. If you are watching something and leave it like by pressing home button that's when you'll have the isssues

[Uniform576]

@MohsinAwan  I'll try that tomorrow and let you know how I got on.

Thanks for your help👍

[Uniform576]

@MohsinAwan  I'll try that tomorrow and let you know how I got on.

Thanks for your help.

[Uniform576 · Accepted solution]

Good evening @MohsinAwan 

Over the past four hours I have carried out the same three tests, on the basis of what you suggested as a fix.

I played the Discovery+ app for roughly 45 minutes on each test. I then pressed the BACK BUTTON.

To completely exit the Discovery+ app, it took about five presses of the BACK BUTTON. Reason being, the series I was watching was in MY LIST. To get to the actual episode in the series, it took about five presses of the BACK  BUTTON.

I then pressed the HOME BUTTON, and navigated to Sky News, GBNews, YouTube, ect...

The result: NO PIXELATING, NO BLACK SCREEN on all three tests. I will obviously monitor the situation.

I have no idea if this fix will work for others. I hope it does.

@MohsinAwan, thank you so much for you kind help.👍

[Uniform576]

@Kelsingra Good morning.

If you are already aware of this, then I apologise.

Regarding the Pixelation and Black screen issue on my Puc. One of the Sky Community members has given me a 'workaround', which for me, has worked.

Many of the Pixelation and Black screen issues that Community Members are are having, appear to be quite varied. 
My issue, was switching from Discovery+, to HOME, then to any of the TV Guide programmes, including Sky News, BBC News, ITV, etc... It also did it if I directly went from Discovery+ to the YouTube app.

The 'Workaround' for me is:

When wishing to exit Discovery+, DO NOT press the Home BUTTON, but press the BACK BUTTON several times to completely exit Discovery+. This then takes you to the HOME SCREEN. From there you can choose another channel or app.

I have tried this scenario three times in succession and it worked every time.

Not a permanent fix, but a Workaround.

I hope this may be of some use to Sky.

Regards.

[MohsinAwan]

@Bluegiraffe I'll be honest , I've been having no issues at all for a good month now. I have made a few hardware changes like changed to 2.1 hdmi cables and got a better router. But if you watch apps through stream , make sure whatever content your watching you exit out of it before switching to watching channels on stream as on discovery plus app I was getting issues like you were when switching straight out to watching any channels. 

[Uniform576]

It is evident that not everyone is having these issues.  I have friends living in Scotland who have had their Sky Stream Puc for about 6 months and they've had absolutely no problems.

We live in Norfolk, and have had our Puc for a year. Our Pixelating and Black screen did not start until September. Roughly 10-11 weeks ago.

As I've mentioned previously, our issue of Pixelating and Black screen only occurred when DIRECTLY hopping from Discovery+ to YouTube, or any other channel from the Sky Stream Channel Guide. 
With the help and advice from another Community Member, I have found a Workaround (Not a permanent fix) to my issue. But, because most of us that are having the Pixelation and Black screen issue, are having them in various scenarios. Many on the UHD Sports channels.

I would be most interested to know, are people having their problems when they first switch on their Sky Stream, or does it occure only when they change from another channel or app, or both?
The advice from @MohsinAwan, to completely exit the app or channel you're watching, by using the BACK BUTTON, is great advice.
For me to completely exit Discovery+, it takes about 4 presses of the BACK BUTTON to get back to the HOME SCREEN. Yes, it's a bit of a ball ache, but it's better than having to do a full reset, or unplug the Puc.

[andiacc68]

Hi

Seems lots problems with Discovery + at present doesn't there ?. Allegedly an app fix in 3 days is happening. On another thread I am interested in re age limit staying on screen & dark visual quality the mid November app fix promised by Fanni a sky employee. Watch this space everyone. Andi 

[Uniform576]

@andiacc68 Please could you tell me the title of the Thread, re the Discovery+ app. I'd be interested to read it.

thanks