Black screen, but I can hear the sound

If you can hear a programme but the screen stays black, the stream is reaching your device; it's the picture side that needs attention. Here's how to narrow it down.

Is it just a second of black?

When Match frame rate is switched on, your TV changes to the video's frame rate as playback begins. While it switches, the screen may go black for about a second. That's normal. If the picture comes back quickly, there's nothing to fix.

If the black screen stays much longer, open Settings → Playback and switch Match frame rate off, then play the same video again. If the picture now appears, your TV may not be handling the switch well, and you can keep the setting off.

Try another channel or video

Play something else for a moment.

• Only one channel or film is black: that particular stream may be the issue. Try again later.
• Everything is black: carry on with the steps below.

Turn on Prefer software decoding

Some devices struggle to decode certain video streams in hardware. In Settings → Playback, turn on Prefer software decoding and try again. This uses more of your device's power, so if it makes no difference, switch it back off.

Restart your device

1. Close Zenith Player fully.
2. Restart your Fire TV, Android TV or Google TV box, or your phone or tablet.
3. Open the app and play the channel again.

A restart clears out anything stuck in the device's memory and often brings the picture back.

Check your TV connection

If you're using a box plugged into your TV, make sure the cable is pushed in firmly at both ends. A loose connection can sometimes affect the picture while sound still comes through a separate soundbar.

In Multiview?

Multiview shows up to 4 streams on one screen and needs a reasonably powerful box. If a tile stays black, try fewer streams.

Still stuck?

Message us on WhatsApp or live chat at zenithplayer.us with your device code (found in Settings → Help & support) and a photo of the screen. Tell us which device you're using and whether it happens on every channel.