Forum Discussion

ThomasH22's avatar
ThomasH22
Reel Rookie
3 years ago
Solved

Roku smart tv going black screen with sound when using disneyplus

when im using disneyplus my tv will go to a blackscreen with sound i have to turn my tv off and back on to get picture back
app playback
  • RokuJohnB's avatar
    RokuJohnB
    2 years ago

    Hi Rjreilly,

    Welcome to the Roku Community!
    After attempting the troubleshooting steps and videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them.

    If you need anything else, please keep us posted.

    Kind regards,

    John

RokuJohnB's avatar
RokuJohnB
Community Moderator
2 years ago

Hi Techandteacher,

Welcome to the Roku Community!

We will be more than happy to assist you further with the issue that you're experiencing with the Disney+ channel. Please try the troubleshooting steps that RokuMary-F provided above. If the problem still persists, try to update the channel by highlighting the channel tile, pressing the star button on your Roku remote, and selecting check for updates.

Let us know how it works.

All the best,

John

Techandteacher's avatar
Techandteacher
Reel Rookie
2 years ago

Yep tried uninstalling, restarting the tv, reinstalling. Already fully updated.

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi Techandteacher,

    Thanks for keeping us posted!
    Please be advised that after attempting the troubleshooting steps, videos from other channels play fine. In that case, we suggest contacting the channel provider's customer support team to report the issue and get help. The channel developers themselves maintain channels on Roku. In this case, an issue within that specific channel likely needs to be addressed with an update from them.

    Please let us know if there is anything else we can do to help you.
    Best regards,
    John

  • almeltwhite's avatar
    almeltwhite
    Reel Rookie
    2 years ago

    Did you find a solution? Ours does the same thing when auto playing to the next episode. 

    • Techandteacher's avatar
      Techandteacher
      Reel Rookie
      2 years ago

      No solution yet, I think this might be something that the engineers of the app need to fix.

      • almeltwhite's avatar
        almeltwhite
        Reel Rookie
        2 years ago

        I talked to support and they had me clear the cache which fixed it.

        We are gonna Clear Roku cache via hidden command, this will clear cache across all apps and there are the steps: in your remote control Press Home 5 times + Up 1 time + Rev Scan 2 times + Forward Scan 2 times. The screen will go black and then Roku will automatically restart.

         

        Good luck!