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Thread: 49V6763DB - Black screen with sound

  1. 49V6763DB - Black screen with sound
    #1
    Since I bought this TV the screen will go black but will still have audio i found out that if I'm watching something and it starts to fade to black that's what is causing it.

    It only happens on YouTube/certain games on my PS4 (not Slim or pro models) I have turned down the backlight but that hasn't helped. Doesn't happen if I am watching YouTube through the TV also it doesn't happen on the ps3

    I found an example of it,
    https://youtu.be/o3o1gjqXLZ4
    And at 4:50 that's when the screen goes off

    I don't know if it's the hdmi cable or some sort of setting on the TV but I am hoping it's a quick fix

    Maybe someone can help after they read through this confusing mess

  2. Re: 49V6763DB - Black screen with sound
    #2
    Hi Azzy, it's worth trying different HDMI cables and also different HDMI ports on the TV, Have you changed the video output on the PS4 to see if this helps also? May also be worth changing the HDMI sources on the TV settings to Enhanced.

  3. Re: 49V6763DB - Black screen with sound
    #3
    Quote Originally Posted by Jacob Murphy View Post
    Hi Azzy, it's worth trying different HDMI cables and also different HDMI ports on the TV, Have you changed the video output on the PS4 to see if this helps also? May also be worth changing the HDMI sources on the TV settings to Enhanced.
    thanks I'll try everything you've recommended

  4. Re: 49V6763DB - Black screen with sound
    #4
    Hi Azzy. any update on this?

  5. Re: 49V6763DB - Black screen with sound
    #5
    Hi again,
    Sorry for the slow reply. I swapped hdmi cables and it's reduced the occurrence of the black screen but hasn't stopped it fully.

    I will be buying new hdmi cables and i will update you after that. Appreciate the help Mr. Murphy.

  6. Re: 49V6763DB - Black screen with sound
    #6
    No problem Azzy

  7. Re: 49V6763DB - Black screen with sound
    #7
    Sorry I couldn't find the thread for a while but I've still got the same problem with the tv even after buying new hdmi cables and changing settings to enhanced. What's next?

  8. Re: 49V6763DB - Black screen with sound
    #8
    Hi Azzy, you might need some software so I'd advise speaking to our team on support.uk@toshiba-tv.com and they can look into this

  9. Re: 49V6763DB - Black screen with sound
    #9
    Quote Originally Posted by AzzyMagic View Post
    Since I bought this TV the screen will go black but will still have audio i found out that if I'm watching something and it starts to fade to black that's what is causing it.

    It only happens on YouTube/certain games on my PS4 (not Slim or pro models) I have turned down the backlight but that hasn't helped. Doesn't happen if I am watching YouTube through the TV also it doesn't happen on the ps3

    I found an example of it,
    https://youtu.be/o3o1gjqXLZ4
    And at 4:50 that's when the screen goes off

    I don't know if it's the hdmi cable or some sort of setting on the TV but I am hoping it's a quick fix

    Maybe someone can help after they read through this confusing mess
    Iíve got the same problem. It seems that the TV switches automatically to Dolby Vision (the symbol pops up in the bottom right corner of the screen). The PS4 doesnít support Dolby Vision which Iím guessing is what is causing the issue.
    Iíve emailed Toshiba support for a solution. 🤞

  10. Re: 49V6763DB - Black screen with sound
    #10
    Iím having the same problem with my PS4. It seems to occasionally automatically change over to Dolby Vision (the icon appears in the bottom right corner of the screen). The PS4 doesnít support Dolby Vision so Iím left with just the sound and no picture. Iíve emailed Toshiba to see if thereís a solution.

  11. Re: 49V6763DB - Black screen with sound
    #11
    Same thing here.

  12. Re: 49V6763DB - Black screen with sound
    #12
    Hi everyone, if you contact the support team on 0333 733 4422 or [email]support.uk@toshiba-tv.com and they will be able to request some software for this.
    Last edited by Jacob Murphy; 09.10.2018 at 18:37. Reason: incomplete

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