Black screen on Racing UK

This discussion was created from comments split from: Racing UK.

Comments

  • Dnoo69Dnoo69 Posts: 32Member
    Hi 
    With racing tv. 
    I had a you view box that wasn't doing anything so iv set it up in conservatory. 
    Comes on fine logged in fine playing fine. 
    But only until the next time the box turns off!?
    Then next time you go to the channel I get sound but only black screen!?
    How strange. 
    Any help would be appreciated. 
  • SarahSarah Posts: 1,357Administrator admin
    Dnoo69 said:
    Hi 
    With racing tv. 
    I had a you view box that wasn't doing anything so iv set it up in conservatory. 
    Comes on fine logged in fine playing fine. 
    But only until the next time the box turns off!?
    Then next time you go to the channel I get sound but only black screen!?
    How strange. 
    Any help would be appreciated. 
    Hi @dnoo69
    Can you please let us know the YouView box model along with the software it is running on? You can find this by pressing Help and then Info on your remote control. It'd also be helpful to know how your box is connected to the internet. 
    Thanks,
    Sarah
  • Dnoo69Dnoo69 Posts: 32Member
    edited 4 September 2019, 8:08PM
    Hello info attached in pic. 
    And pic of what I get once box turns off. 
    Can't work out how it's absolutely fine and works perfect until box turns off then get this!.... 
    Ethernet cables and power line adapters. 
    Thank you very much 
  • Dnoo69Dnoo69 Posts: 32Member
    And this is what happens when I do a retune etc... Works absolutely fine. Attached example before pressing green button and after. 
  • Dnoo69Dnoo69 Posts: 32Member
    Any help be appreciated thank you for your support. 
  • Louise MurdochLouise Murdoch Posts: 71Administrator admin
    Hi @Dnoo69

    We believe this is a known issue.

    Would you be able to try a couple of steps for us to confirm? When you turn your box off, have you tuned away from Racing UK, or do you leave Racing UK as the currently tuned channel?

    If the former, could you tune to Racing UK then perform a reboot of your device (holding the power button for ~8 seconds) and seeing if this rectifies the video issue?

    Thank you,
    Louise.
  • Dnoo69Dnoo69 Posts: 32Member
    Hi
    I think I have had it on the channel and different channels when it's automatically gone into standby but same thing happens. 
    So just hold down the power button whilst the channel is on?
    With you saying it's a known issue why is that then?
    And why is it still an issue?
    Thank you so much for message 
  • Dnoo69Dnoo69 Posts: 32Member
    Done that. 
    Back to the black screen with sound.
    So frustrating.
    Thank you so much 
  • Dnoo69Dnoo69 Posts: 32Member
    Really makes no sense.
    Any help would be massively appreciated. 
    Thank you. 
  • Dnoo69Dnoo69 Posts: 32Member
    Any latest please? Thanks 
  • Louise MurdochLouise Murdoch Posts: 71Administrator admin
    Hi @Dnoo69

    Thank you for trying the steps suggested. Unfortunately, this is a known issue and we cannot advise a fix as of yet, the recommended mitigation is to reboot the box while tuned to the affected channel, but as this does not seem to work for you could we suggest you perform a Maintenance Mode reset?

    The instructions for which can be found here for your box model.

    Please let me know how you get on.
    Louise.
  • Dnoo69Dnoo69 Posts: 32Member
    This was happening over a year ago. I gave up with it.
    Year later didn't think it would still be the same. 
    Very surprised that still after all this time the issue exists. 
    Thank you 
  • Dnoo69Dnoo69 Posts: 32Member
    Still the same. Absolutely crazy this has been an issue for years and a known issue and there is no fix. Really makes no sense. 
  • GoodbyeGoodbye Posts: 336Time out
    Slight difference between known issue and no fix....for no fix read cant be bothered to fix
    because of the tiny youview demand. My youview app was a dream enabling me to set my box to record when out and about. Samsung then "update" (was there ever a more contradictory word) the J series and now the app aspires to useless. Sadly third parties are just not interested in rectifying youview issues. 
  • Dnoo69Dnoo69 Posts: 32Member
    Seems unbelievable that people subscribed to a channel might not even be able to watch it.
    And its been like this for years now. With no fix. 
  • Dnoo69Dnoo69 Posts: 32Member
    Can this not be looked at urgently to get a fix in place???? 
  • Dnoo69Dnoo69 Posts: 32Member
    Hello? Any help for this??? 
  • SarahSarah Posts: 1,357Administrator admin
    Hi @Dnoo69,
    I've responded to your PM :)
    Thanks,
    Sarah
  • Dnoo69Dnoo69 Posts: 32Member
    Hello
    Talktalk could only advise maintenance mode reset. Which didn't work. Never has. Or to pay £40 for an engineer! No way I'm doing that. So the issue will never be resolved. 
  • Dnoo69Dnoo69 Posts: 32Member
    Anything you can do to help? Seems ridiculous. 
  • SarahSarah Posts: 1,357Administrator admin
    Hi @Dnoo69
    Whilst this is a known issue, it doesn't mean that we're not working to resolve it. I appreciate that it's not ideal for frequent users of this channel however we can only provide the mitigations mentioned previously to get it working again for now. Once the issue has a fix and makes it into a software release, we will publish this in the release notes however we're unable to give an ETA on this as the release schedule and its contents is down to TalkTalk.
    Thanks,
    Sarah
  • Dnoo69Dnoo69 Posts: 32Member
    edited 19 September 2019, 2:42PM
    Talktalk have sent a new box the DN372T
    And same issue still happens. 
    Can you guys not speak to talktalk to get a fix for this. It's ridiculous. 
    Talktalk say they have never heard of the issue and I don't think they even understand what it is. 
  • Dnoo69Dnoo69 Posts: 32Member
    Any latest please?
    New box still same issues. 
  • SarahSarah Posts: 1,357Administrator admin
    Dnoo69 said:
    Any latest please?
    New box still same issues. 
    Hi @Dnoo69
    We don't have any updates to share on the progress of this at the moment but will let you know as soon as we do. 
    Thanks,
    Sarah
  • Dnoo69Dnoo69 Posts: 32Member
    Talktalk called last night.. 
    Asking the same questions. They advise every time I speak to them they they have never heard of the issue and don't have any records of anyone ever having this issue. 
    So I very much doubt that they will ever fix an issue that they don't even no or understand. 
    Banging my head against a brick wall to be honest. 
  • Dnoo69Dnoo69 Posts: 32Member
    Really need this sorting. It's just not right. Talktalk can't/won't help. Can you not speak with them??? 
  • Dnoo69Dnoo69 Posts: 32Member
    Talktalk have confirmed they can't and won't help. 
    Say its not there issue it's a free view channel and nothing they can do about it. And again confirming that it's nothing they have ever heard of or come across. 
    Surely there must be something someone can do. 
    Crazy situation. 
  • John LJohn L Posts: 317Member
    Dnoo69 said:
    Talktalk have confirmed they can't and won't help. 
    Say its not there issue it's a free view channel and nothing they can do about it. And again confirming that it's nothing they have ever heard of or come across. 
    Surely there must be something someone can do. 
    Crazy situation. 
    Dnoo69,

    Just for interest, how much do you spend each month subscribing to this service? Seems a total rip off. Talk Talk, don't seem to care, but don't mind taking your money. John L
  • GoodbyeGoodbye Posts: 336Time out
    You mentioned this has been ongoing for a year.

    Its byond obvious that talk talk/youview are not going to sort it.

    Apparently Racing TV is £25 a month subscription. 

    You need to cancel talk talk and explore other avenues to view this rather expensive channel. 


  • Dnoo69Dnoo69 Posts: 32Member
    Hello you two 👋 
    Yeah I just can't believe the fact that youview confirm that it's a "known issue" yet nobody is willing to help or get it fixed.
    Looks like I have no choice. 
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