Blank screen with sound on Prime and Netflix

[Mavs82]

Hi,

looking for answers to an odd one. Up until yesterday I had access to all the usual apps absolutely fine - NetFlix, Prime, Disney+, YouTube etc. All of a sudden yesterday evening, however, Amazon Prime and Netflix simultaneously developed some kind of fault meaning the menus work fine but when you select ‘play’ on a show, you get sound, but a blank screen. When you click ‘back’, the screen remains blank for everything, including normal TV - but still with sound. Have tried resetting both 360 and router, no change.

Any help appreciated!

[Beth_G]

Hi Mavs82,

Thank you for your post. I'm sorry to hear you're having issues with the Prime and Netflix apps. That is strange. Have you tried changing the resolution settings from the box itself to see if that makes a difference? To do this, you need to go to Home > Settings > Audio & Video > HDMI resolution and try setting it to automatic.

Let us know if that helps at all.

[Mavs82]

Hi Beth,

thanks for the advice. I’ve just been through and looked and it was already set to Automatic.

Mavs82

[Matthew_ML]

Sorry to hear this.

How has the sound been over the last few days, any improvement at all? 

[Mavs82]

Hi Matt,

It wasn’t the sound - that was fine - but a lack of picture. The screen goes blank but we can hear the audio. Both Netflix and Amazon are the same. Once that happens, the picture won’t return no matter what we do and we have to turn the box off and on again to get a picture for any other TV.

Mavs82

[newapollo]

Hi @Mavs82 

Have you tried reseating the HDMI cable - remove the HDMI cable then turn off the box for a minute or two, then turn the box back on and reinsert the HDMI cable?  Also try a different HDMI cable and/or HDMI port.

[Carley_S]

Thanks for getting back to us @Mavs82 

This does sound like a possible HDMI issue. Has checking the HDMI or swapping this out and trying another. Also if you have another HDMI port on your TV, maybe trying a different port to see if this resolves the issue at your side. 

Keep us posted and we can try other steps if this hasn't worked for you. 

[HavencroftKev]

Hi Mavs82, 

Just out of interest do you have a Samsung TV?

I used to get the exact same problem with my old TV, but since I moved to an OLED LG it hasn't happened at all.

[Matthew_ML]

Glad to hear your issues, has been fixed.

That is very interesting.