V6 box shuts down when selecting YouTube video

[AndyKay1]

Frequently enough to be increasingly annoying (every few days), my V6 box goes to a blank screen when I select a YouTube video to display. When I switch my V6 box to TV the screen remains blank. It seems the only way to recover is to reset the V6 box. Diagnostic report shows signal strength at 99%. Can anything be done to circumvent this? Thanks.

[Matthew_ML]

Hey AndyKay1, thank you for reaching out and I am sorry to hear this, also a warm welcome to the community. 

Is this only happening on YouTube? 

Is the YouTube app fully updated same with this box?

How long has this been happening for? 

Does it work after a restart? 

[AndyKay1]

Hi Matt, thanks for replying.

YouTube is the app I use most, though I sometimes use iPlayer where I've never known it to happen.

I don't know anything about updating the app.

This has been happening since the TV box was installed some years ago.

Restarting the TV box seems to be the only way I can find to get the box going again. Otherwise it's just black screen forever.

[japitts]

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@AndyKay1 wrote:

Frequently enough to be increasingly annoying (every few days), my V6 box goes to a blank screen when I select a YouTube video to display.

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Where are you selecting? It sounds like you're loading the YT app, it loads OK, you navigate within it - and it's only when selecting the video does the problem happen?

Do the lead-in adverts play? And how, specifically, are you reverting the V6 back to "TV" - which button on the remote are you pressing?

[AndyKay1]

Hi japitts.

To get to YouTube I press the HOME button on the remote control, click down five times to select "Apps & Games," select "My Favourite Apps," select YouTube and wait for the app to start up. Then I can flick through the "Recommended" videos and select one of interest. Pre-video adverts often play first. When I want to revert back to TV I press the TV button on the remote control (to the right of the HOME button).

Thanks for your interest.

[japitts]

I've had similar symptoms with a couple of apps in the past, whereby if there's a "funny" (tech term) within the app, the video gets lost and the only exit is indeed to restart.

What I find puzzling in your case is that the app loads initially, plays the lead-in but then drops out. This is the point where, usually, the output resolution will change if the video and your TV allow for it. What TV are you viewing on, and what's your V6 output settings configured to?

Home > Help & Settings > Settings > Devices > Video output

[AndyKay1]

I can see that my reply was misleading. When this fault occurs, it is before the video starts and before any ads have played. I press the select button on my remote and the screen goes black.

Video Output settings are:

Aspect Correction Mode [Full Screen]

Letterbox Colour [Black]

Video Output Formatting [2160p]

Incidentally, these settings refer to the box as a TiVo box. I don't know if this is the same as the V6 box so I might have made a mistake identifying the box.

[japitts]

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@AndyKay1 wrote:

Video Output Formatting [2160p]

Incidentally, these settings refer to the box as a TiVo box. I don't know if this is the same as the V6 box so I might have made a mistake identifying the box.

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Which outputs have ticks against them, to signify "allowed"?

V6 & TiVo boxes both run TiVo-software - https://www.virginmedia.com/care/tv-fault/which-tv-box 

[AndyKay1]

The first two are ticked. The third (Video Output Formatting) says:

"Your TiVo box has been automatically set up to output 2160p, which is the preferred video format for your TV. Choose "Keep automatic settings" to continue (recommended), or choose "Change Settings" to modify your video output format."

Needless to say I haven't changed settings.

[japitts]

Choose "change settings" and enable all the 1080p/i options. No harm should result, this will enable the V6 to output at 1080 and your TV will then upscale from 1080>2160

It's something else to eliminate. You've not mentioned, but I'll ask - is it only the YouTube app that has this issue?