Forum Discussion

LJE20's avatar
LJE20
Reel Rookie
4 months ago

All content on YouTube is either White or Black

Everything was working for some while, but suddenly this week, I noticed some YouTube content plays back as an all-white screen or all-black screen, with normal sound – AND the same has started happening for a couple of shows on C4 streaming as well.

I've done full restarts, I've tried the "autodetect refresh", I've done software updates/checks, reset the network, tested (38mbps / excellent), everything else is seamless and normal, just a few of my favourite things to re-watch display an all-black or sometimes an all-white screen. Everything else works normally, the sound is fine, I can navigate back to the menu and try other content etc.

app playback

5 Replies

  • RokuSuzetteL's avatar
    RokuSuzetteL
    Community Moderator
    4 months ago

    Thanks for reaching out!, LJE20​

    I understand that you're having trouble with the YouTube app showing a black or white screen, and thanks for already trying some steps.

    To help us dig into this a bit more, could you let me know:

    • Does this happen with other apps too?
    • When did the issue start?
    • Does it happen right when a video starts or while it's playing?
    • If possible, can you share a short video of the issue?

    In the meantime, try this:

    1. Remove the YouTube app
    2. Restart your Roku device (Settings > System > Power > System Restart)
    3. Re-add the YouTube app


    This usually clears up app-related issues. You can also check out more tips here.

    Let me know how it goes!

    Roku Community Team 

    • LJE20's avatar
      LJE20
      Reel Rookie
      4 months ago

      Thanks for getting back to me Suzette.

      As mentioned in my original post, it DOES happen in another app as well (C4 – for streaming / catching up on Channel 4 shows/films)... I'll explain in a little more detail. This description applies to content in BOTH app's. I have not yet experienced it in any other app's.

      • Most things work fine with no problem.
      • When I go back to continue watching, or re-watch, a show/video/item, then it opens like any other, but the entire screen is just plain black or plain white (more often black, but it seems random which it is), and nothing gets rid of it.
      • Sound is normal, I can navigate as normal, I can exit and watch other content.
      • Re-trying will just produce the same issue repeatedly even after the troubleshooting steps.
      • I'm able to open and watch lots of other content, in those app's and elsewhere.
      • The ONLY time the problem appears is immediately on opening an affected item that I want to continue watching or re-watch. It doesn't suddenly occur midway through, and even if I leave it playing the audio with the black screen for a significant period, nothing changes.

      I can try getting a video as requested, next time it occurs – should I record that with another device, or can I get a link/reference/something from the Roku directly?

      Thanks,
      James.

      • RokuSuzetteL's avatar
        RokuSuzetteL
        Community Moderator
        4 months ago

        Thanks for the clarification! LJE20​  To take a closer look, please share the following details:

        • Roku device model, serial number, device ID, OS version, and build
          → Find this under Settings > System > About
        • Tracker ID
          → Press the Home button 5 times, then the Back button 5 times
        • Channel build version
          → Highlight the channel and press the ✱ (star) button on your Roku remote

        Once I have that info, I’ll be able to dig in and help further!

        — Roku Community Team