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Sound but no picture

BrendaBoylan
Level 1
Level 1
‎22 Nov 2024 08:37 PM
‎22 Nov 2024 08:37 PM

Sound but no picture

Hi, hope someone can help. We have sky stream about 6 weeks and when we turned it on this evening we are only getting aound and no picture.  On the home screen everything is fine but once we pick a channel or try netflix we can hear the program but the screen is blank.  We have tried resetting it, plugging it out but no joy. Any help appreciated.

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8 REPLIES 8
mikealanr
Level 12
Level 12
‎22 Nov 2024 11:46 PM
‎22 Nov 2024 11:46 PM

Re: Sound but no picture

Hi @BrendaBoylan 

 

How fast is your broadband? Stream needs a speed of 25Mbps for HD and 30Mbps for UHD. You can check the speed your puck is getting by opening netflix and going to get help? On the left hand menu and then selecting connectivity check.

 

MikeAlanR

---
55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
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Dazzasky
Level 15
Level 15
‎23 Nov 2024 04:23 PM
‎23 Nov 2024 04:23 PM

Re: Sound but no picture

@BrendaBoylan wrote:

Hi, hope someone can help. We have sky stream about 6 weeks and when we turned it on this evening we are only getting aound and no picture.  On the home screen everything is fine but once we pick a channel or try netflix we can hear the program but the screen is blank.  We have tried resetting it, plugging it out but no joy. Any help appreciated.

Did you manage to get this resolved?  Obviously if you have sound but a black screen then you won't be able to check your Netflix speed. It sounds more like an issue with your hdmi cable. Try a different one. @BrendaBoylan 

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BrendaBoylan
Level 1
Level 1
‎23 Nov 2024 08:00 PM
‎23 Nov 2024 08:00 PM

Re: Sound but no picture

Speed is fine. Wasn't able to check through netflix as it isn't working.  Turned it off last night and left it off. Turned it on today and it is working ok so not sure what happened.  Thank you for the advice. 

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BrendaBoylan
Level 1
Level 1
‎23 Nov 2024 08:01 PM
‎23 Nov 2024 08:01 PM

Re: Sound but no picture

Hi, we turned it off and left it off over night and it seems to be working fine today, so not sure what happened. 

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RC2023
Level 3
Level 3
‎23 Nov 2024 08:02 PM
‎23 Nov 2024 08:02 PM

Re: Sound but no picture

Lose HDMI cable?

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Exiled-in-HH
Level 11
Level 11
‎24 Nov 2024 07:36 AM
‎24 Nov 2024 07:36 AM

Re: Sound but no picture

@BrendaBoylan wrote:

Speed is fine. Wasn't able to check through netflix as it isn't working.  Turned it off last night and left it off. Turned it on today and it is working ok so not sure what happened.  Thank you for the advice. 

Does it usually work?

 

If it does, perhaps you should've tried a Puck Settings RESTART

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BrendaBoylan
Level 1
Level 1
‎24 Nov 2024 08:42 AM
‎24 Nov 2024 08:42 AM

Re: Sound but no picture

No hdmi cable was all good.

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BrendaBoylan
Level 1
Level 1
‎24 Nov 2024 08:43 AM
‎24 Nov 2024 08:43 AM

Re: Sound but no picture

Was working perfectly. Did the puck settings restart but didn't make any difference. Thank you anyway.

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