When we play videos the screen just goes black, but thinks that its playing it.

[LukeGaul]

About 75% of the time we turn on our Sky puck and turn on a programme, the screen just goes black. The app is still working, and it thinks it's playing the programme, but it just stays black. The only fix we've found is to take the power out of the puck and restart the whole thing. It happens on all apps including youtube videos, and happens more often than not. Any help?

[Super+Anthony]

Yup. There seems to be a lot of different posts but on this, like you @LukeGaul i am also getting it and is very frustrating. Hopefully Sky will acknowledge and fix it. It's been happening intermittently for a long time

[Stephen+Mourton]

@LukeGaul   Hi Luke.  Another thing to try is to go to Settings then System management and find App refresh.  Chose that and then wait a few minutes for it to finish.  See if that fixes it.  Also check your router and puck have a direct line of sight if not connected via an Ethernet cable.  Also the router has no objects close to it especially windows or mirrors.

[Super+Anthony]

Its a Sky issue and puck needs updating. 

[Gavin+Noble]

Glass users have been having a similar problem. It is a known firmware issue that we are waiting for Sky to fix (two months and counting since I first reported it to Sky by phone).

The temporary workaround that has worked for some is to go into Prime Video and log out of that app, then restart the device. We think it has been Prime Video causing this issue with live TV, apps, playlist etc. 

So long as you remember to log out of Prime Video after watching it appears to prevent the black screen of doom appearing. Those of us that have had the issue have experienced the black screen with programme sound still playing. 

[LukeGaul]

Thanks everyone! Super helpful. Here's hoping they sort it out, very very frustrating! 

[Super+Anthony]

Lost count how many times it has happened this week. It's always on channel 922