Forum Discussion

abreen1228's avatar
abreen1228
Reel Rookie
3 years ago
Solved

Black Screen and Not Loading Content

So our Roku used to work seamlessly but for the past few months it will go in and out of this fit. For example, our YouTube TV app will load and you can hear all the sound but it’s a black screen. We can navigate through the menus and guides but nothing but a black screen. Also, on Netflix it will load all the menus and even the auto trailers that pop up but when we try to load any show it will just sit at 0%. We’ve tried hard resets, factory resets, soft resets, different cords, different inputs, different outlets, updates, new remotes, and nothing works. Sometimes one of these things will work for a couple hours but it always comes back.

app playback
  • RokuTakashi's avatar
    RokuTakashi
    3 years ago

    Hi abreen1228 

    Thank you for keeping us posted!

    Since you have performed a factory reset, you may need to connect your Roku remote again to your Roku device. To do this, press the pairing button located in the battery compartment of your Roku voice remote. For more detailed information, check out this support article: How to set up your Roku voice remote

    Let us know about what you find out.

    All the best,
    Kash

5 Replies

Replies have been turned off for this discussion
  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    3 years ago

    Hey abreen1228,

    Welcome to your first post in the Roku Community!

    We're sorry to hear about the black screen issue you have encountered, and we appreciate the actions taken to resolve the issue. For us to better assist you in this situation, we'll need details. Kindly provide the following:

    • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
    • Does this issue occur on a specifically on YouTube and Netflix channel? If so, what channel and what version/build is the channel? (This can be found by selecting the channel on the Home screen and pressing the * button).
    • Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID).
    • Steps to reproduce the issue you are seeing.

    Please keep us posted, we'll continue to assist you from here.

    All the best,
    Kash

    • abreen1228's avatar
      abreen1228
      Reel Rookie
      3 years ago

      Hey RokuTakashi 

      Thanks for hopefully helping us. Unfortunately, we did a factory reset and our remote is now not connecting to it. Therefore, we cannot find that info for you. Is there a different way to find it? Or, can you help us find out why our remote isn't working?

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        3 years ago

        Hi abreen1228 

        Thank you for keeping us posted!

        Since you have performed a factory reset, you may need to connect your Roku remote again to your Roku device. To do this, press the pairing button located in the battery compartment of your Roku voice remote. For more detailed information, check out this support article: How to set up your Roku voice remote

        Let us know about what you find out.

        All the best,
        Kash