Sky Puck not loading Netflix or Disney app contents

[Tellu00]

I took delivery of Sky Glass and 1x Sky Puck yesterday. 

No issues with Sky Glass. Netflix and Disney stream as they should. 

On the puck, I can access the Netflix and Disney app and choose a program to watch, but when I select a programme the puck appears to switch off (but the light stays on), the screen goes black and the 'HDMI1' wording appears on the tab screen. 

Has anyone experience this and achieved a fix? 

Thank you in advance. 

[Tellu00]

To add, I have tried restarting both the puck and forcing the individual apps to restart with no success. 

[Chrisee · Accepted solution]

@Tellu00 the black screen sounds to be generated by your TV so check the settings for the HDMI input the Stream is using. Some TVs require a setting like Deep Colour or UHD colour enabled to watch content in UHD with Dolby Vision. 

[Tellu00]

I have changed the puck output to HD instead of Auto/UHD and this has worked. 

What I don't understand is that the TV is UHD, so I will need to look into the to setup options to get this working properly. 

Thanks for your reply. 

[TimmyBGood]

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@Tellu00 wrote:

What I don't understand is that the TV is UHD, so I will need to look into the to setup options to get this working properly. 

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What make and model of television set is it, and are you using the HDMI cable supplied with the Stream puck?

[Tellu00]

Yes, I am using the HDMI that came with the puck. 

Sony KD55AG8  Smart 4K UHD OLED. 

[Upgrade111]

The issue is not limited just to Disney+ it's also on Apple.  It only affects 'some' customers.

I've had 3 different Pucks, and multiple hard resets, Ethernet/WiFi combinations and conversations with the Sky supprt... nothing has worked.

The suggestion is now to wait for the Stream Update 7 which should be out early Feb.  

Appaling support from Sky.