This topic

Purple Screen

Dale88 — Wed, 02 Nov 2022 20:50:02 GMT

When waking my BT TV Pro box from standby, I am often presented with a purple screen on the TV. The only way I can get rid of this is by holding the BT button for 3 seconds so that the box restarts itself. This takes a long time and also ruins any recordings in progress.

Is this a known issue?

Re: Purple Screen

NigelB72 — Wed, 02 Nov 2022 21:06:16 GMT

I haven't seen anyone else report this issue. Could be worthwhile swapping the HDMI cable because it doesn't sound like it's handshaking properly

Re: Purple Screen

zulu17 — Thu, 03 Nov 2022 08:53:20 GMT

Hi @Dale88

I still experience this at times when using the BT TV Pro box with a Samsung TV.

I normally try to overcome it by switching the TV to another HDMI source watching that for a brief time and then back to the Bt Tv box pro.

Re: Purple Screen

GarethPrice — Thu, 03 Nov 2022 10:58:20 GMT

It happened to me on Monday this week, first time since getting the Pro box 10 in August. A soft reboot cured it, although will try Zulu’s suggestion first if it happens again

In a similar way, if you get the ‘blank screen’ when changing channels, instead of going straight for a reboot, try first going up (or down) a channel, wait a couple of secs for that to come up, then go back to the channel you want to watch, usually ‘cures’ it

Re: Purple Screen

rnjmills — Sat, 01 Apr 2023 08:27:46 GMT

I also get this exact problem very frequently, I cannot believe that nobody else does and it is a real pain.

Re: Purple Screen

rnjmills — Sat, 01 Apr 2023 08:33:54 GMT

I frequently get a purple screen when switching BT TV on. It takes a lot of switching on and off to finally get it on and any recording programmes are stopped. This is becoming so frustrating am considering going back to SKY TV.

Any ideas as to the cause please and how to rectify please?

Re: Purple Screen

GarethPrice — Sat, 01 Apr 2023 09:34:07 GMT

Make sure your HDMI cable is FULLY seated in the sockets at both ends or is not loose, and there is nothing causing the cable to be pulled away from the socket. If the cable has been moved or knocked at any time it may have become ‘off centre’ in the socket causing one or more pins to not be making contact. Separate HDMI cables as far as possible away from mains or other cables, being careful if you move them to check the sockets again. If possible try another cable as slight variations in the plug size might make a better fit in the socket

Re: Purple Screen

rnjmills — Sat, 01 Apr 2023 09:44:18 GMT

Thank you Gareth will certainly give that a try.

Re: Purple Screen

andytuc — Fri, 05 May 2023 15:30:38 GMT

I have had this problem on and off and to be perfectly honest i think these boxes are rubbish. i have changed HDMI cable swapped ports on my Samsung TV but it still happens. Even tried online chat waste of time they didn't understand the issue.

Re: Purple Screen

Petecee — Fri, 05 May 2023 15:34:27 GMT

Had this happen quite a few times on LG and Samsung TV’s, I switch off and unplug power to BT box to cure it. Mainly seems to happen if the TV has been off for a couple of days.

Re: Purple Screen

andytuc — Fri, 05 May 2023 20:00:07 GMT

Yes but i find this a pain and the box just isn't good enough i had many BT boxes and this is the worse.

Re: Purple Screen

Spanishbear — Sun, 09 Jul 2023 10:52:36 GMT

Hi , I have exactly the same problem with my BT Pro Box and a Samsung TV.I have to power the box off and on and switch to another HDMI source for a couple of minutes.Then return to the box HDMI source and it is working.That cannot be right to faff about like this

Re: Purple Screen

Spanishbear — Sun, 09 Jul 2023 10:56:15 GMT

Yes I agree with you totally and it’s not acceptable.I have exactly the same problem and it’s time this fault was cured by BT

Re: Purple Screen

Spanishbear — Mon, 10 Jul 2023 15:34:47 GMT

I have been doing some more research on the purple screen issues and this what I have found :

what causes the purple screen on a BT pro box

A purple screen on a BT Pro TV box can be caused by several factors. Here are some possible reasons:

HDMI connection issue: A loose or faulty HDMI cable can result in a poor connection, leading to display problems such as a purple screen. Ensure that the HDMI cable is securely plugged into both the TV and the BT Pro box.
Resolution mismatch: If the resolution settings on the BT Pro box do not match the capabilities of your TV, it can result in display issues. Check the resolution settings on both the box and the TV to ensure they are compatible.
Firmware or software issue: Sometimes, firmware or software glitches can cause display problems. Ensure that your BT Pro box is running the latest firmware version. You can check for updates in the settings menu or consult the manufacturer's website for the latest firmware release.
HDCP (High-bandwidth Digital Content Protection) issue: HDCP is a copy protection protocol used by HDMI connections. If there is a compatibility issue or a problem with the HDCP handshake between the BT Pro box and your TV, it can result in a purple screen or no display at all. Try connecting the BT Pro box to a different HDMI port on your TV or try using a different HDMI cable to see if the issue resolves.
Hardware malfunction: In some cases, a hardware malfunction within the BT Pro box itself can cause display issues, including a purple screen. If none of the above solutions work, it may be necessary to contact BT support or the manufacturer for further assistance or to explore repair or replacement options

Re: Purple Screen

andytuc — Mon, 10 Jul 2023 18:26:24 GMT

Thanks for this i have tried all these but it still does it less intermittently but i still think the boxes are fit for purpose.

Re: Purple Screen

Spanishbear — Sun, 27 Aug 2023 09:04:17 GMT

Hi,I have been having exactly the same problems with my box for months.I got a new box from BT a week ago and all good until this morning.I switched it on a all I got was a purple screen again.I am totalling fed up with and I would cancel if I was able to

Re: Purple Screen

rnjmills — Mon, 28 Aug 2023 06:22:13 GMT

I know, I would cancel too if I could. When I phone up they don’t seem to recognise what I’m talking about when I tell them about the purple screen. Just get told to do a factory reset that will lose all my recordings. Surely they read all these comments?

Re: Purple Screen

Spanishbear — Mon, 28 Aug 2023 09:24:52 GMT

Good Morning, Thanks for your comments.I had the same issues again this morning Purple Screen. That's 2 days on the trot on a replacement box that I have had for a week.

Surely someone at BT is looking at this forum .We all need a permanent fix to this Purple Screen. If these boxes are not fit for purpose we should all be refunded and the contract cancelled.

I am thinking of using my old Manhattan Box instead of this rubbish.

Please do something BT !

Re: Purple Screen

andytuc — Mon, 28 Aug 2023 09:50:43 GMT

Yes frustrating and they seem to be unable to fix the issue mine has been better since plugging it in to its own power socket not into a extension block. It still does it but a lot less than before i think the boxes have an issue with smart TV's?

Re: Purple Screen

Spanishbear — Mon, 28 Aug 2023 11:34:07 GMT

I have had enough and taken it out.

Now using my previous Manhattan Box.

I shall ring BT and try and cancel my contract