Screen ratio changing on apps

[Beth091]

I have a sky stream puck, but not a sky glass tv. 

When opening apps on the puck, the screen ratio changes to stretched out and with black bars either side, it's happening on all apps apart from Youtube. 

I've unplugged the puck from the wall socket and changed HDMI sockets, my actual TV ratio settings are normal as it works normally on the channels like BBC1 and ITV etc, it's just on apps. 

[Jones_The_Cat · Accepted solution]

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@Beth091 wrote:

I have a sky stream puck, but not a sky glass tv. 

When opening apps on the puck, the screen ratio changes to stretched out and with black bars either side, it's happening on all apps apart from Youtube. 

I've unplugged the puck from the wall socket and changed HDMI sockets, my actual TV ratio settings are normal as it works normally on the channels like BBC1 and ITV etc, it's just on apps. 

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When you say stretched out with black bars either side, do you actually mean black bars at the top and bottom or black bars at the left and right hand side of the screen? 

Black (letterbox) bars top and bottom is very common for most movies on Netflix, Apple TV+, Disney+, Prime Video, etc. but black (pillarbox) bars at the sides are mostly used for older 4:3 programmes which were shot in a the more square aspect ratio. 

If what you're seeing is actually stretching the image in a strange manner then try pressing the aspect ratio button on your TV remote control to see if it helps. You probably want it to be on Auto or 16:9. 

If this doesn't help then give the puck a reboot by turning it off at the wall for a minute then power it back on and see if that does anything.  

[Chris414]

I have a similar if not the same problem, mine ( only on apps) goes onto letter box for series and even more annoying, double letter box for films, ie on a film I get a black bar top and bottom and a slightly greyer bar below and above respectively, tried off at the wall twice with no joy

[Ellie_TV]

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@Chris414 wrote:

I have a similar if not the same problem, mine ( only on apps) goes onto letter box for series and even more annoying, double letter box for films, ie on a film I get a black bar top and bottom and a slightly greyer bar below and above respectively, tried off at the wall twice with no joy

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Is the aspect ratio of the programmes and films you are watching within the letterbox bars correct? ie - they are not stretched or compressed in any way? If they aren't then you are probably seeing the correct aspect ratio for those programmes/movies. The slightly greyer bar could just be the edge backlighting on your TV being a little more intense at the very top and bottom of the screen. 

If you have an OLED TV or a FALD (Full Array Local Dimming) TV then these black letterbox bars should be totally black. 

[LucyM4]

Hi,

I also have the same issue suddenly. Sky screens and normal channels are fine. App login and menus fine. Play anything and it is stretched horizontally with the letterbox black bars top and bottom. This is on programs and episodes I have already watched in the correct aspect has now changed. The video quality all all apps, including the menu screen, has dropped drastically as well. I've turned off and on.... no change.

Did anyone find a solution?

[Laurajw1]

I have this exact problem all of a sudden since setting up the apps on my Samsung smart tv. My sky and Netflix channels just suddenly changed to a cropped image!! I feel like I need to reset my tv back to factory mode but don't know how to do that either! I've checked all picture rations are correct so I'm at a complete loss as to why this has suddenly happened! 

[CrashyB]

Literally the same thing. Samsung TV - watching Disney plus and everything seems skewed - and the menus on sky have become pixelated - anyone know what's happening?

[Marie92]

I'm also in the same boat yesterday out of nowhere!! Please can someone update when they find a solution?

[Shakey761]

Same problem for me in the last week. Aspect ratio in apps results in leterboxing for everything (double letterbox for films). As others have said, the resolution has also dropped. TV settings can't fix it.