Amazon Prime Video App Blank Screen
Argimiro Krishnamoorthy
I'm aware of someone else having this issue, but Amazon Prime is not working on our Sky Glass; there is sound but no picture. Trailers display okay. I've followed all available guidance to overcome this, but nothing has worked - I've rebooted, rebooted internet, updated apps, signed out and back in etc etc. I've contacted Amazon (who are MUCH easier to get hold of than Sky!) but their only guidance was the things I've already tried. Heyelp!
To understand the extent of this issue, I've merged some posts into the one thread. I'll be marking the thread as answered, so that anyone new to the thread knows we're working on it, and they don't have to read every post.
Same is happening to me - have tried app refresh in the settings, power off and on, sign in and out of Prime - even set tv back to factory settings. This worked until I turned the tv off - the next day blank screen again. The show mini previews still show the picture - but once you select the feature to play - black screen.
By posting on this forum this forum you are not talking to Sky as this is customer to customer help. Consequently I have escalated your issue to the Community Messaging Team who will send you a chat invitation.
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@Fothergill1 @Rich.S.R @rumbatth I have an update! I spoke to Sky yesterday and the chap was really helpful, but basically the upshot is that there is probably an issue with an Amazon Prime update that hasn't worked with the Sky Glass. There's nothing on Sky's records to say that anyone else has reported it as an issue, but he reckons by the end of the week there will be and at that stage Sky will have to reach out to Amazon to get a fix. So fingers crossed we might be back up and running in a few days.
@Gadgetmanrocks I have an update! I spoke to Sky yesterday and the chap was really helpful, but basically the upshot is that there is probably an issue with an Amazon Prime update that hasn't worked with the Sky Glass. There's nothing on Sky's records to say that anyone else has reported it as an issue, but he reckons by the end of the week there will be and at that stage Sky will have to reach out to Amazon to get a fix. So fingers crossed we might be back up and running in a few days.
If Sky were properly utilising the supposed benefits of having all their apps hosted on a server rather than downloaded to customers' devices, surely it would be easier for them to just revert to a previous build of the app on the server which worked for all, rather than wait for Amazon to provide a fix.
I've seen several questions about this, but never an answer. On several streaming services like Netflix, Hulu, Paramount, etc, I was getting a black screen with no video and could only hear the audio. I use Chrome, but checked Safari and was also getting the issue. I followed all of the troubleshooting steps on Netflix's website; still nothing. However, I found a fix so I wanted to share:
Unfortunately, this doesn't help my issue at all. I have been struggling with this ever since I bought a MacBook Pro. This issues happens with Hulu, Paramount+, Peacock, etc. I can't rely on my Mac to stream video. I have to get my iPad Pro for that ?. I tried Safari, Chrome, and Edge and issue is the same every time. I think this is a Mac related issue rather than a browser issue. I am going to contact apple support on this and will update here.
I have been struggling with this forever and couldn't figure out why it was so intermittent. I finally figured out why on my system it was happening. I use multiple screens and will stream while I work. While working I sometimes need to create a video of my screen so I'll pause the streaming, and open up Camtasia to record my screen. If any screen recording software is open all the streaming services will only show black screen with audio. Make sure you have any software that records your screen is closed out. For me that is Snagit, Camtasia, Vidyard, ect.
I have also been struggling with this forever too. It started again this morning and thankfully found this post. I had my iPad plugged in as a monitor and it turns out this was the cause! Can't believe I'd never noticed this correlation either. Thanks for solving this mystery!
I had similar problem. I have macbook2023 connected to monitors through dell d6000 universal docking station. Since dell uses DisplayLink technology.. as soon as I connect MacBook to docking station .. currently running Netflix video turns blank with audio streaming on...
So it was a crashed background process which led to the black screen issue. The Mac even said "Your screen is being observed" at the user login. That may could happen with similar recording software / screen recordings as well.
Just talked to thew Apple Tech support and got a resolution. This is happening due to an interference from one of the "Login items" load during the startup and running in the background. In my case, it was the DisplayLink drive I have installed to support multiple monitors. When I disable the DisplayLink, the issue was resolved immediately. If you don't use DisplayLink, you can troubleshoot the issue by starting Mac in the Safe Mode. Please follow steps below.
Please stream videos in the SafeMode and see if the issue exists. If you can watch videos in the Safe Mode, then issues is with one of the login items and/or extension you have installed. Please restart the Mac. After that, start disabling login items one-by-one to find the defective item.
oh man, but this doesn't help much if you don't use chrome at all and you are still getting the black screen. this is such a puzzle and I am really really surprised no one has found causes and fixes for this yet. like its happening at least twice a month for me now on any streaming that isn't Netflix and I ONLY use safari.(but I still checked the others and they all have same prob too) I have done so much troubleshooting, restarting, turning off any ad blockers and pop up blockers, clearing cache (pain the the rear too that one), and logging in and out of everything all the way to restarting the internet and computer for a full restart cycle. I just wanted to watch some wheel of time on my day off. surely, someone out there knows why this is happening? (MacBook Pro with M1 and Ventura)
Same issue. Was able to make the changes in Chrome and am able to have both sound and video when screen mirroring to TV. Still black screen when trying to screen mirror movie purchased from Apple TV from Mac to TV. Works perfectly when using iPad. Odd.
Was trying to Chromecast Screen or Apple Mirroring The Matrix on Max.com and filter it via ClearPlay but the video was not showing up only the audio... Tried updating/upgrading chrome, ClearPlay extension and nothing... Came across this amazing apple community post and BAM... was able to Chromecast Screen or Apple Mirroring with video and audio... Thanks for taking the time to post.
THANK YOU for this comment!!!! This is what solved my problem! I checked all my apps that records screens and they were not running. I have been trying to figure this one out for so long. Why on earth does iPad sidecar cause this? That is so crazy!
During the COVID-19 lockdown, you are watching a Hollywood blockbuster on Amazon Prime Video, and suddenly, it turns to be a black screen with a message saying "call customer service at amazon.com/contact us". The problem can occur on any device, be it Android phones and tablets, Samsung/LG/Fire/Vizio TV, PS4, or others. Common causes include hardware collection problems, outdated software or system, devices breakdown, etc. Here's how to troubleshoot the issue so you can watch your favorite movies or shows normally on your device.
1. If you are playing 4K UHD content, try lowering down the resolution to 1080p or lower. Restart your Internet modem/router to ensure you get the best possible connection. To play 4K Ultra HD on Amazon Prime Video, a steady internet connection of at least 15Mbps is recommended. Otherwize, it's possible that Prime video streaming buffers/freezes. Your device should support HDCP 2.2.
Uninstall the Amazon Prime Video app on your device, turn the device off, wait for a few minutes, then power it on. Reinstall the app and try watching videos again. A restart and reinstallation always solve some unexpected problems.
Check HDMI collection on your TV. Try a different HDMI port, HDMI cable, other HDMI ports on another TV, reversing the ends of the HDMI cable. When there's a receiver or sound bar connected to your TV, make sure it is on, or directly connect your device to the TV.
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