Forum Discussion

PTWallace's avatar
PTWallace
Channel Surfer
8 months ago

My screen is black with sound help

 I do not have a Roku TV, I have a Roku streaming box. When I am preparing to view YouTube videos and the black screen problem occurs, the YouTube  homepage is visible and black appears only inside the preview rectangle. This proves it is not a TV malfunction. It can only be a fault in the streaming logic of the Roku box.

app playback

1 Reply

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    8 months ago

    Thanks for posting here in the Roku Community, PTWallace!

    We see that you're encountering a playback issue with your Roku device. We'd be more than glad to help. 

    Is this the only channel that's experiencing a playback issue? If not, what are the specific channels that are also encountering the same behavior? Also, what are the troubleshooting steps you have tried so far?

    If this is only happening to YouTube, please let us know and reply back with all the details below:

    • Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
    • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
    • Channel build version (Highlight the app from the Home Screen and press the Star * Button)
    • A photo of the incident you're experiencing.

    We would greatly appreciate it if you could provide all the information mentioned above.

    Best regards,
    Emman