Forum Discussion

Katycee's avatar
Katycee
Joining in
21 days ago
Solved

Black screen

Hi Since yesterday whenever we try to start an app, apart from Netflix or YouTube the screen is just black.  Looked on the forum and tried the suggestions.  No joy. Phoned Virgin.  Apparently they will fix remotely in 2 to 3 days.  Already this year have had engineers out 3 times and twice last year.   Have had new boxes, new cables.  Last time was July.   What is going on?  This seems to have started since we moved 2 years ago and then were upgraded from Tivo to 360.  Am getting fed up with paying for such a bad service compared with years ago.  Have been a customer for 28 years,  cable & wireless, ntl then Virgin.  Don't really want to go through hassle of changing but getting fed up and also having to go through the tedious conversations on the phone.  When engineers come out they are helpful and everything is OK for a while.   So again ..what is going on?

  • newapollo's avatar
    newapollo
    21 days ago

    Have you tried a different HDMI port, also a different HDMI cable?

    Go to Settings > Audio & Video > HDMI resolution > set it to Automatic

    Also, on  Settings > Audio & Video > Match Frame Rate > set it to ON

    If the above doesn't help then try performing a factory reset.

    To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset. It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options
    Keep Recordings
    Format Disk
    Choose Keep Recordings, which means you won't lose your recordings, and any planned recordings, or series links you've set up. You may have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again.  Also Match frame rate and Standby power consumption may go back to their default settings if you have changed them.

4 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    21 days ago

    Have you tried a different HDMI port, also a different HDMI cable?

    Go to Settings > Audio & Video > HDMI resolution > set it to Automatic

    Also, on  Settings > Audio & Video > Match Frame Rate > set it to ON

    If the above doesn't help then try performing a factory reset.

    To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset. It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options
    Keep Recordings
    Format Disk
    Choose Keep Recordings, which means you won't lose your recordings, and any planned recordings, or series links you've set up. You may have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again.  Also Match frame rate and Standby power consumption may go back to their default settings if you have changed them.

    • Katycee's avatar
      Katycee
      Joining in
      21 days ago

      Thank you.  I did the resolution  one which was already set to Automatic.  I'll wait couple of days to see if it is fixed remotely.  I try not to play about with settings but as last resort will follow your suggestions.  

  • Katycee's avatar
    Katycee
    Joining in
    21 days ago

    A person from Virgin phoned this afternoon and talked through the Factory reset so all is OK now.  I asked them why Factory reset was needed and they said sometimes there are glitches with updates.   I asked if I needed to do Factory resets often and they said every month or 2 maybe.  At least now I know what to do but it's frustrating and then having to sign in again to various apps on 2 boxes.   Oh well another case of technology making life easier?  Not.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    21 days ago

    The reset is a download and installation of the firmware, and clears away a variety of faults developed over time. There's no need to do a reset unless a fault develops. Sometimes a simple power off (I prefer at the wall socket), wait 30 seconds and power back on are all that's needed to fix some faults.