Forum Discussion

Peysmama0918's avatar
Peysmama0918
Newbie
2 years ago

Picture works great as soon as I hit play in any app picture no longer shows just audio

How did you fix it? My aunt is having same problem. 
app playback
RokuERey's avatar
RokuERey
Retired Moderator
2 years ago

Hi scatpiper Peysmama0918,

Welcome to the Roku Community!

Thanks for getting in touch regarding the playback issue you're encountering. We would appreciate more details to better address this matter.

If this is an issue within a single channel channel itself, you can try the steps below.

  • Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
  • Restart your Roku device: You can restart the device from the settings menu. Go to Settings > System > System restart > Restart.
  • Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.

If this is a multiple playback issue, you can perform a system restart on the device by navigating to Settings > System > Power (if available) > System restart.

For additional support, you can check it here: How to resolve a channel playback issue.

Thanks,
Rey

 

scatpiper's avatar
scatpiper
Channel Surfer
2 years ago

None of these steps fix the problem, thank you.

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Thanks for keeping us posted, scatpiper!

    We appreciate the troubleshooting steps that you have performed, and we want to further investigate this problem that you had with the Roku Express. How far is your Roku device from your network router? Is this happening on all channels and contents, or is it isolated? (Specify) Do you have cellular data so we can try
    connecting your device to your hotspot?

    We look forward to hearing from you soon.

    Thanks,
    John

    • scatpiper's avatar
      scatpiper
      Channel Surfer
      2 years ago

      It's about 50 feet from the router.

      It happens on all channels

      I set up my phone's hotspot and connected the Roku to it.  Did not correct the problem.

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Thank you for the additional information, scatpiper!

        Please try moving your Roku Express and router closer to each other. This will strengthen the wireless signal. If this is not an ideal long-term solution, at least try moving the devices closer temporarily to verify the signal strength is the problem. Sometimes, moving each device, even for a short distance, may make a difference.

        You may also want to check out this support article here on how to improve the Wi-Fi or wireless internet connection to your Roku streaming device.

        We hope this helps.
         
        Best regards,
        John