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Valentino-46 · ‎03-09-2022

I logged into the Disney + app on my virgin 360 the other day and everything worked ok. I tried to use the app again and it takes me to Disney but when I try to watch anything the screen just goes black and says no signal. I have rebooted the box but no different. Disney is working because I have logged in using my iPad and cast it to my tv.

newapollo · ‎05-09-2022

@Valentino-46 wrote:
The Disney app takes me to my account allows me to select a film and after pressing play it look as if it’s going to play but then the screen goes blank and I just get a “No Signal “ message, no error codes.
I have rebooted my V6 box several times to see if that would resolve the problem and also logged out of my account and back in again but this didn’t fix it.

Do you have a 360 or a V6?

If it is a 360 then the may be linked to a difference in frame rates which sometimes happens on netflix as well

Go to Settings >Audio & Video > Match frame rate

If it's set to ON then people do see a blackout when the 360 or HDMI reconfigures for the difference in frame rate.

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.

Also as per @dannylau have you tried a different hdmi lead?

Also try a different HDMI port, and use a HDMI that is HDCP 2.2 compliant.

If you do have a V6 then have a look at the following page which explains how to watch 4K but is also an inndicator of which settings you need to prevent blank screens.

https://www.virginmedia.com/help/tv/how-to-watch-4k-ultra-tv

Dave

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Kain_W · ‎05-09-2022

Apologies for the issues faced Valentino-46,

Welcome back to the community.

Can I ask regarding this matter, have you received any error codes as of yet?

Let us know,

Kain

Valentino-46 · ‎05-09-2022

Hi

Thanks for replying. The Disney app takes me to my account allows me to select a film and after pressing play it look as if it’s going to play but then the screen goes blank and I just get a “No Signal “ message, no error codes. When I first setup the app with my Disney account details it worked but the next evening I had that problem. I have rebooted my V6 box several times to see if that would resolve the problem and also logged out of my account and back in again but this didn’t fix it.

Thanks

dannylau · ‎05-09-2022

Have you tried a different hdmi lead?

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Anonymous · ‎05-09-2022

There could be a few factors at play here:

- Check your settings in the app itself and check the picture quality settings.

- Is your 360 box set to 4K?

- Does the screen stay blank? It could just be your TV adjusting to the correct picture output.

- Does this happen when playing all content? E.g. HD and HDR content?

- As advised above, check the HDMI cable - there could be a ‘handshake’ issue between the 360 box and your TV.

newapollo · ‎05-09-2022