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Discussion topic: Sky stream black screen

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This message was authored by prismsnow1 This message was authored by: prismsnow1

Sky stream black screen

I have had Sky Stream for about a month now - I tend to only use it for live sport.

Almost every time I use it, at least once an hour, I get a completely black screen. Holding down the power button on my remote shows up the Restart/Close option, but I can't select either option or do anything from that point. The only thing I can do is turn it off at the wall and leave it a minute and then turn back on. That fixes the issue, but only until it does it again.


It happens within any live channel, be it Sky Sports or other channels (for example ITV1 and BBC1).

 

Most of the time I get a comletely black screen although I have seen a couple of instances of a slightly different variety - once I got the Sky logo on a black screen and nothing happened after that and another time I got a message saying to wait as the programme was loading - but after leaving it for 10 mins, nothing had happened and the puck seemed frozen.

I have UHD enabled as I pay for it as an added extra, but I noticed this issue before I realised UHD was disabled by default.

I haven't noticed this issue in Sky apps - although don't use them much. I tend to use the apps on my TV instead.

I have checked the latest software is installed and believe the issue to be with the puck as it's connected to a brand new TV and I have super fast download speeds through fibre optic.

 

Is there anything else that I can try? I'm not looking forward to the start of the football season as I won't be able to get through a whole game.

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This message was authored by Greenfingers001 This message was authored by: Greenfingers001

Re: Sky stream black screen

Posted by a Sky employee

Hi there @prismsnow1, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

prismsnow1
Topic Author
This message was authored by prismsnow1 This message was authored by: prismsnow1

Re: Sky stream black screen

After a Sky Expert contacted me, I was given some advice that seems to have worked.

 

Annoyingly it's as simple as changing the picture settings to another resolution, saving them, then changing back to the one you want.

 

Also I realised that the Reset/Cancel option that I mention above is actually my TV interface, not Sky. 

prismsnow1
Topic Author
This message was authored by prismsnow1 This message was authored by: prismsnow1

Re: Sky stream black screen

Update... I spoke too soon. It's just happened again. So obviously not completely fixed.

 

It did go longer than ever before managing several hours, but I was just half way through a movie and the screen has gone black and the puck unresponsive.

prismsnow1
Topic Author
This message was authored by prismsnow1 This message was authored by: prismsnow1

Re: Sky stream black screen

A further update on this...

The Sky Stream has now gone back to being absolutely terrible again. I can watch for between 5 mins and 2 hours before hitting an issue.

Rather than the stream stopping, I now believe that the Sky Stream puck actually crashes most of the time. These are the issues I get:

1. The screen goes completely blank and Sky Stream is not resposive at all. I have to turn it off at the wall to reboot it. I think it crashes as the signal seems to drop from Sky Stream to my TV as the TV speakers "pop" like what would happen if I pulled a cable out whilst it was on.
2. Sometimes the stream freezes and I can get back to the menu, but if I change to another channel I get a "your programme is loading" message on a black screen and even if left alone for several minutes, nothing happens. If I go back to the channel it froze on, the stream is still frozen

I have in the last few days turned off WiFi and used Ethernet connection - the issues still appears so it's nothing to do with that.

I am getting close to the end of my teather. I watched the British Grand Prix on Sky Go as Sky Stream crashed twice in the 15 mins before the start of the race and I've watched the Euros on either BBC iPlayer or Sky Go (ITV) as Sky Stream will crash at least twice during a match.

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