Menu and sound working, but nothing showing

[IainDJ]

Got an odd situation, whereby all of the menus are working fine on our sky cube, you can navigate between apps, no problem and select from the TV channel menus. 

However, when you select a TV channel or select a recording or select any programme from one of the apps, the sound comes through, but the screen is black. You can see all the controls, just no picture to go with the program.

We've rebooted the cube multiple times, refreshed the apps and rebooted our router, but the problem isn't going away. Has anyone ever heard of his error?

[mikealanr]

Hi @IainDJ 

It's a puck (Cube is an Amazon product). Try powering it off at the mains / wall for at least 5 minutes and trying again. Failing that try changing the output in the settings (and change it back again) to see if that kicks it to life.

Also have you checked that your puck is receiving the minimum speeds required (25Mbps for HD and 30Mbps for UHD)? You can check this in Netflix> left hand menu > get help? > Connection check. Run a few times and take an average.

If they are above the minimum requirements and prolonged reboot not working, you will need to speak to Sky and get them to swap it out.

MikeAlanR 

[IainDJ]

Whoops! Meant puck, was very annoyed last night so got the wrong name.

We'll give the prolonged switch off a go. Tried a two minute switch off, so will try the next time up... The puck has been pretty rubbish since we had it, definitely