Sky Stream black screen but sound on all content

[M90TOM]

Morning, 

Switched on my main Sky Stream box this morning to discover all live channels, on demand content and apps are displaying a black screen. I've restarted the box using the option in settings which makes the sound work, but the screen is still black.

In a rush to provide some TV for my daughter today before I go to work, I've moved the box from upstairs to the lounge, only to discover it has the exact same problem. 

Is this a service issue? Seems unlikely both my boxes would develop the exact same fault at the same time. Have tested live channels, movies on demand, Disney+ and Netflix and they all have the same problem.

Thanks for any help, 

Tom

[M90TOM]

Just to add, the overlayed menus do display, so I see the content titles and pause menu, so it seems like it's some sort of video encryption issue maybe?

[leachsmythe1]

I'm having the exact same issue. Was fine yesterday and today all black.

[M90TOM]

@leachsmythe1 mine is working again, is yours?

[Exiled-in-HH]

In such circumstances  access the apps on your Smart TV as. Temporary backup😉

[M90TOM]

My mother was over looking after my daughter whilst I was at work today. She struggles with technology so I opted for Sky Stream as it covers all apps and live TV, whilst I only need to teach her how to use one thing. 

Appreciate the suggestion but it wouldn't work for me, but at least it's fixed now anyway.

[MarkyB1701]

Had same issue just now. Re-seated hdmi cables and rebooted tv and puck. All working now

[MacDuibhir1]

Hi Tom,

I've been having the same issue regularly, and it has happened again tonight. First I had no sound or picture, and then after restarting  I have sound but still no picture. And like you were able to, I can see what's on, pause, rewind etc.

Can I ask what you did to fix this? 

Thanks,

Rob

[M90TOM]

Hi Rob, 

I rebooted the boxes a few times, completely reset one of them, then rebooted it a few more times and it still didn't work. When I got home from work in the evening, it was back. Sorry I can't be more help, but with them both going out at the same time, I'm convinced it was a service issue rather than a local hardware problem. 

Do you have more than one box? Just wondering if you have any that are working. 

Hope you get it fixed soon!

[MacDuibhir1]

Hi Tom,

Thanks for getting back to me. I only have the one box - have had it since September and it was working fine until a few weeks ago. I've been having intermittent issues since then - it will work fine one day and then the next this issue will arise. Really frustrating.

I thought it was a hardware issue, but Sky sent me a replacement box yesterday. The new box worked fine yesterday but then when I turned it on this evening - black screen again!

Looks like I'll have to get onto Sky again tomorrow.

Cheers,

Rob

[Chrisee]

@MacDuibhir1 try turning on the TV before the puck. These kind of issues can often becdown to the way the HDMI works which requires a handshake between the puck and the TV and can happen if onecend isnt ready at the right time .

[MacDuibhir1]

Thanks very much Chrisee! I've tried that a few times this morning and everything has worked. 

It was in the evenings when we had been having issues, so this evening I'll make sure to use my individual remote controls to turn the TV on first, rather than my universal remote.

Sounds like I might only need to change the order in which my devices turn on in my Harmony Remote settings.

I'm very grateful for your help with this! 

Cheers, 

Rob

[Chrisee]

@MacDuibhir1 i did exactly that to my own Harmony set up and added axshort delsy as my own TV would occasionally suffer the issue.

[M90TOM]

The problem is back for me, Saturday morning and this morning. 

I'm disappointed that nobody from Sky has thought to respond to this yet. It also makes me think they have absolutely no idea what the problem is. 

Happening occasionally is ok but I'm basically paying £80 a month for a radio with a visual menu at the moment. It's a complete joke. 

I don't think it's normal to have to unplug and reboot the box multiple times in the hope it works either. I've never had to do that with any older technology.