Prime not working

[CM1001]

Prime is very temperamental- loads the adverts but blacks out when goes to feature. I've just paid for a movie too and won't play! Tried all the things suggested in the  boards but nothing. 

[Stephen+Mourton]

@CM1001   That must be very frustrating.  However if you have tried everything I am uncertain what else we can recommend as we will most likely just be repeating what you have already tried.  If you would be kind enough to list what you have tried we will do our best to see if you missed something. 

[lettice]

You have not mentioned exactly what you have tried.

Assume you have tried a Sky Stream puck settings restart and an apps refresh.

An apps refresh can take up to 24 hours to complete fully.
Plus, always worth doing a broadband router/hub restart with the Sky Stream box in standby while doing so.

Are any other apps causing any issues or is it just Prime?

[CM1001]

I've tried the reset and the refresh and nothing. Sometimes it works and sometimes it either goes blank after the advert and just as the feature starts. It was doing similar things with Disney and Paramount but Netflix always works fine. I've noticed now also when Prime fails even things like BBC 1 on the "what's on now" fails too. I've spent literally hours with Chat GPT and it seems it's something to do with my TV?! As the puk works in the other rooms. But I do remember all the apps working at first when we got sky a few months ago - it seems like something has happened recently- maybe the tv is too old to be compatible now? It's about 6 or 7 years old?

[lettice]

Why not try swapping over the faulty puck with one of the working fine pucks and see if it does point to your  singled out older TV causing some some intermittent issues.

Plus, have you tried a different hdmi port on the TV.