Forum Discussion

nbaublitz87's avatar
nbaublitz87
Newbie
3 years ago

Roku apps and UI work and there's sound but no video

Hey, so I was gonna watch the new criminal minds and the video plays but there's nothing on the screen.  It's on, and the UI all works as do the various streaming apps UI. There's audio too, but the ...
app playback
mojonexus's avatar
mojonexus
Newbie
3 years ago

Same issue as of 1/12/2023

RokuDanny-R's avatar
RokuDanny-R
Retired Moderator
3 years ago

Hi Community users,

Thanks for the posts.

Can you please verify if you are still experiencing the issue you are reporting. If so, can you please provide us the following information:

  • 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 specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
  • specific title content that you see this issue occur
  • 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 

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


Thanks,
Danny

  • Jenzmsgs's avatar
    Jenzmsgs
    Newbie
    3 years ago

    I am also having this same issue. My Roku streaming device is newer, a christmas present for my daughter. It worked fine for a couple of weeks, until now. When I am on the main home screen everything is fine. I select an app to watch and there's no problem with the selection menu. But when I choose a show to watch the screen just goes black. The audio is working, but there's no picture. Only for the actual show however. When I push the settings button the menu displays immediately. 

    Bizaar, and frustrating. I have reset it numerous times now. Ensured that it is powered up with the power adapter that it came with and have even tried it on 3 different TV's. My internet connection is excellent. 

    It must be a malfunction with the unit or a glitch in an update. 

    Please fix this? 

     

    Thank you

    -A frustrated Roku customer.