TV screen going blank on playback

[6412]

Hi, I have a new EE pro box connected to a LG tv. We are having issues in that on playback the recording stops, the screen goes blank and then restarts from the same point. A message also appears saying that the app is restarting to free up memory. Apart from being very annoying am concerned that there is a fault on the box. Anybody got any ideas?

[zulu17]

Hi @6412 

You say  A message also appears saying that the app is restarting to free up memory.

Do you know which app thiis message is refering to.

Playback of recordings does not normally involve an app except in the case of BBC channel recordings (if the Box Pro is in iP mode) where the box would ignore any recording you made and route you to playing the content vis BBC iPlayer.

[6412]

This happened during playback of a recorded C4 program from earlier in the evening so am wondering if was a TV app rather than a Pro box app the message was referring to.

[Leanne_T]

Morning @6412

Thanks for coming to the community. 

To see if this is the TV causing this message, could you try the below steps to see if this resolves the screen going blank and restarting. 

Restart the TV and if possible delete and reinstall the Channel 4 app. 

If this continues after trying this, go into the TV settings then support and check for any software updates. If the software is up to date, please try clearing the cache in the TV Settings. 

If this does not fix this for you, please call us and the team will make sure everything is set up correctly at our end and let you know the next steps to get this resolved. 

Let us know how you get on 🙂

Leanne.

[Manatarms84]

I would make sure the software on the TV box is up to date first off.  Is the error appearing on all your play backs or only from a certain channels play back? If so that would suggest an issue with that channel?
If you are not using an aerial then anything on BBC or ITV channels runs through the corresponding app even for recordings (To different degrees but still) 
If the software update does not fix it then as the recordings are effected I would suggest a full factory reset would be needed - yes it does mean loosing the recordings but likely only way to fix outside of BT replacing the box

[6412 · Accepted solution]

Thanks @Leanne_T @Manatarms84 

After more investigation I’m hoping that the problem is with the TV apps as a number have updated over the last few days . I’ve  also changed the HDMI lead and amended a setting on the TV and so far not had any more problems, so fingers crossed the issue has been solved.

[Leanne_T]

Thanks for the update @6412 

Glad everything is working well for you and fingers crossed this is all sorted 🙂

Have a great weekend. 

Leanne.