Forum Discussion

ethylee's avatar
ethylee
Joining in
2 months ago

Black screen with sound

Since upgrading to 360 I keep getting a black screen with sound.   I have to restart the vorgin box and that can fix it, but not every time.

I had an engineer visit who installed a new box which hasn't fixed the issue.    He said that virgin 360 doesn't like some new TVs.  Which seems odd.  My 2024 Samsung Frame TV worked fine before the software upgrade to 360.   So it sounds like a known issue.

Anyone else experience this issue.   Its happening quite often so I will have to consider switching to another provider if the problem cant be fixed.

Thanks

 

6 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 months ago

    Hi eyhylee

    Does this happen on live TV?  Does this happen when using apps, or On Demand, or Catch Up Services?  Loss of picture and/or sound can happen on live TV, but it's usually experienced on apps such as Netflix, Prime and Disney+ and is generally due to a difference in frame rates.


    On the 360 go to Settings >Audio & Video > Match frame rate
    If it's set to ON then people do see a blackout/or hear a sound drop when the 360 or HDMI reconfigures for the difference in frame rate.(This is more noticable on live TV when switching from adverts back to a program, or changing channels)
    If it's set to the default (OFF) then the box just accepts the frame rate difference which isn't noticeable by most users and shouldn't blank the screen out.  (Either way try toggling this setting to see if it solves your issues)


    Have you tried a different HDMI cable and/or different HDMI port?  Some Samsung TV's provide an HDMI Cable Test within the TV's support menu. Navigate to Settings > Support > Self Diagnosis > Signal Information > HDMI Cable Test.

     
    Are you using  Samsung's One Connect box? If so please check the following page /samsung/support/troubleshooting/TSG01109749/#tv-with-a-one-connect-box-has-no-picture

    • ethylee's avatar
      ethylee
      Joining in
      2 months ago

      Thanks for your message.  I couldn't try this as the box wont even start now (see below)

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        2 months ago

        Hey ethylee, thank you for reaching out and we are sorry to hear you are having some sound issues.

        Are all the cables secure, not cracked or loose?

        Is this happening all the time or just on various channels?

        How long has this been happening?

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    2 months ago

    Hi ethylee,

    Thank you for your post and welcome to the community. 

    We're very sorry to hear about the issue you've been having with your TV service. 

    If you can answer the questions from newapollo it would help to diagnose the issue?

    ^Martin

    • ethylee's avatar
      ethylee
      Joining in
      2 months ago

      HI

      I've only just seen the reply above.   I just tried to turn the box on to try the above, but now I cant even get it to start.    I get the welcome page with all the different languages, then a spiny wheel thing, then the welcome page again quickly. then the box turns off completely back to stand by, (red light).

      Power cycled the TV and the Virgin box a number of times and the same.

      I had no issues before the 360 software upgrade.

      I suppose I had better organise another engineer visit. 

      Thanks

       

       

       

       

      • newapollo's avatar
        newapollo
        Very Insightful Person
        2 months ago

        Hi again ethylee​ 

        Sorry to see you are having additional problems with the 360.

        Try turning off the 360 by the switch on the back of the box;  then on the front of the 360 box  hold down both the standby/power button and the - (minus) button at the same time. Then turn on the 360 again whilst keeping hold of those buttons for a further 30 seconds.

        If the power button and the -  button workaround doesn't solve it then try using the power button and the + (plus) button at the same time instead.