Black Screen on EE TV Apple TV Box

[scottmurray17]

Recently bought EE TV with Apple TV box. Everything works fine except live TV through the EE TV app, where around 50% of the time it shows a black screen. I can still hear the sound but every channel has a black screen. All other catch up apps etc work when this happens. 

Occasionally it will work but there’s no rhyme or reason to it.

Any help appreciated.

[DarrenDev]

Sorry to hear that @scottmurray17 

I've looked at our logs for your Apple TV, and everything looks good.  I'd therefore like to try to dig deeper onto one of these affected sessions.

Could you please provide a little more detail about your experience, and also provide a specific example - i.e. an exact time that you saw it happen, and what channel you'd switched to?  I can then dig through our logs for that exact time to see if they show us anything unusual.

Some questions:

When it happens, does it affect all channels at the same time?

What causes it to start working again?  Does picture appear by itself, or do you need to change channel?

If you press any buttons (e.g. pause), does anything appear on screen (e.g. the programme information, or playback bar), or does the screen remain completely black?

[scottmurray17]

Hi Darren, thanks for your reply. 

When I switch on the tv and first navigate to EE TV, it will either be working or there will be a black screen with sound only. It’s about 50/50 if it’s working or not.

If I switch off the Apple TV via the remote and back on, this usually ‘fixes’ it, although the last time I did this, it started working but the picture then froze before going black again. 

I am connected via Ethernet with a very speed so that can be ruled out. 

Some more info:

- When it happens, it happens to all channels.

- Changing channel doesn’t fix the issue, only switching the Apple TV on and off occasionally does. And even if this worked 100% of the time it’s obviously not ideal having to do this. 
- The pause bar and channel info can still be seen even when the picture is black. The pause function works too. 

I haven’t recorded any exact timings of when it has happened but I will try to going forward. It has happened several times each day since activation however. Thanks 

[DarrenDev]

OK thanks.  If you could give me an exact timing of the next time you see it, I'll get the dev team to dig further.

[Jack_JWC]

I have this exact issue? 
Did this get resolved? 

[Alex_H]

Hi @Jack_JWC,

Welcome to the EE Community

If you have already tried rebooting both the TV box and Smart Hub together and the issue still happens, I would recommend reporting this fault to our TV technical team to help get the issue looked at Contact Us To Request Technical Support for EE TV | EE

Alex