Forum Discussion

Binweld's avatar
Binweld
Reel Rookie
2 years ago

Credits screen minimizing and going black on streaming services

Hello, every time I watch a movie/TV show on my Roku TV when the credits minimize the screen goes black and I can only hear the audio. Does anyone know of a fix for this?
RokuTakashi's avatar
RokuTakashi
Community Moderator
2 years ago

Hi, Binweld

Greetings and welcome to the Roku Community.

Thanks for sharing the issue you've experienced with us, and we're sorry to hear about the trouble. May we know what content this issue occurs? Also, what channel/app is accessed while streaming this content? Further, have you already tried a system restart as a troubleshooting step to resolve the issue?

Please keep us posted.

All the best,
Kash

  • Binweld's avatar
    Binweld
    Reel Rookie
    2 years ago

    Hi Kash, thanks for getting back to me. It’s on any streaming service (Netflix, Crave, Disney+) on any tv show or movie. As soon as the screen minimizes to preview the next episode or other content the minimized screen goes completely black, you can hear the audio but can’t see anything.

    I have already tried a system reset and restored the TV to factory settings but the problem persists.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Thanks for the response, Binweld

      We appreciate your efforts in the attempts to resolve the issue. We'd like to ask for additional details for us to investigate this case. Kindly provide us with the following:

      • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
      • What channel and what version/build are the affected channels? (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).
      • A photo or video clip referring to the issue,

      Once we have this information, we will be able to investigate further. 

      All the best,
      Kash

      • Binweld's avatar
        Binweld
        Reel Rookie
        2 years ago

        Hi Kash,

        Model: A113X - Roku TV

        Serial Number - X00300D60ENU (S05EY0D60ENU)

        Software Version: 12.5.0 Build 4176-88

        GC Version: 10.5.39

        Timestamp: 2024-01-12T02:06:01Z

        issue ID NU-015-966

         

        This time it was on Disney+ but has also recently happened on Netflix and Crave