Despite the convenience of Sky Glass and Sky Stream, issues can sometimes arise.
According to Cordbusters, some Gen 1 and Gen 2 Sky Glass TVs are currently experiencing bugs related to picture and sound. Users have reported instances where the TV picture goes blank while the audio continues playing, sometimes even from a program that isnât being watched. Additionally, some users have encountered a message prompting them to âPlease wait for your program to loadâ when turning on the TV.
If you are facing these issues, there are several steps you can take to restore your services.
As of now, Sky is still gathering information from users to identify and address the problem, and there is no known fix being rolled out. Below are some troubleshooting options you can try in the meantime.
While no issues are currently affecting Sky Stream devices at the time of editing, the article includes a section on resetting Sky Stream for future reference.
Check for Active Sky Issues
The first step is to determine whether the issue is specific to your hardware or part of a larger problem. Visit Skyâs service page to check if engineers are working to resolve any widespread issues.
If there is a significant problem, Sky may provide updates on their Help social channels. If no information is available, consider checking Skyâs forums, Twitter, and Reddit for user experiences similar to yours.
Perform a Soft Reset on Your Sky Device
For blank screen issues on Sky Glass, some users have reported resolving the problem by unplugging the TV from the mains and plugging it back in. Others have found success by going to the settings menu and selecting the ârestartâ option. While these solutions are not confirmed fixes for the bug, they are simple tasks worth trying if you encounter the issue.
Attempt the Sky Recovery Process
If issues persist, Cordbusters suggest trying the Sky recovery process. While Sky does not actively recommend factory resetting unless directed by support, it can be attempted if problems persist.
Below are the steps for resetting Sky Glass:
Resetting Sky Glass
- Turn off your Sky Glass at the mains without unplugging it
- Press and hold the Standby button on the right-hand side of the TV for at least 60 seconds
- Keep holding the button while turning the TV back on at the mains
- Wait for the LED lights in the middle of the TV to flash
- Allow 15 minutes for the recovery process to complete
- Turn the TV back on and follow the setup steps
- Sign in to your Sky account on your smartphone and adjust your preferences
- Re-sign into streaming apps and adjust picture and audio settings
- Ensure playlists are saved
If the recovery process does not work for Sky Glass or Sky Stream, Sky recommends checking their help pages for more specific solutions. They offer a virtual assistant on their website, which may lead to direct calling options. Any updates on fixing common issues will be added to this guide as they become available.
