How to fix a blank screen when streaming

Modified on Tue, 4 Nov at 2:04 PM

If you are seeing a blank or dark screen when trying to play content on ITVX, please follow the steps below.

Step 1: Universal Quick Fixes

These steps should be done first, as they resolve the majority of blank screen issues across all devices.

Refresh the Stream: Try refreshing your browser page, or fully close the ITVX app and re-open it.
Power Cycle Your Device: Turn your device completely off. Wait 60 seconds, and then turn it back on. This clears temporary system glitches.
Check Connection: Ensure your Wi-Fi or mobile data connection is stable and working correctly.

Step 2: Device-Specific Solutions

If the universal steps didn't fix the blank screen, your issue may be caused by a specific setting or hardware conflict unique to your device type.

Android Smartphone or Tablet: If you hear audio but see a black screen, swipe down from the top of your screen to access your quick settings. Check for and disable features like "Night Light," "Bedtime Mode," or "Eye Comfort Shield." These screen filters are known to conflict with video playback on some Android devices.
Computer / Laptop: If you are extending or mirroring your screen to a second display (like an external monitor), this may conflict with our video protection. Stop mirroring/extending your screen and try playing the video on your main screen only.
Connected Devices: If you are using a streaming device (like a set-top box or console) that is plugged into a soundbar, AV receiver, or HDMI switch before reaching the TV, try removing these components and plugging the streaming device directly into the TV’s HDMI port.

Need further help?

If you have tried all the steps above and are still having trouble, please contact the ITVX Customer Service team. To help us resolve your issue quickly, please provide as much of the following information as possible:

What is the make and model of the device you’re using ITVX on?
Is the blank screen happening during adverts, VOD (on-demand), or Live TV?
Do you receive any sound or audio when the screen is blank?
Is there any other information you think is relevant? (e.g. when the issue first started)