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MoebiusFan's avatar
MoebiusFan
Channel Surfer
2 years ago

Roku Ultra: Static sounds and blanking screen across all apps

I'm very frustrated with thus issue and hoping someone can offer a solution or perhaps suggested troubleshooting.

I have an older TV, a Sharp Aquos LC-52SB55U from about 2010.  Im using a 500Gb fiber Internet and the Ultra's ethernet connection.  Ive used a Roku Express stick for several years without these issues and decided to upgrade to the Ultra.  The TV has several HDMI ports, and my issue is present on all of them. 

After contacting Roku Support initially, the tech diagnosed that my Ultra was defective.  I replaced it with a new one direct from Roku, yet have the same issues.

The problem is that, during playback, on all apps or the honescreen, 

1)  the screen periodically goes blank for a few seconds and then returns to normal.  Sometimes this happens every few minutes, sometimes not for hours.  Using the remote to scroll through the Roku option also causes the screen blanking every couple of clicks.

2)  I get static, scratching sounds and white flashes/screen blanking, not just during playback but also on the homescreen.  The frequency of this issue is every few hours.  Once it starts, the issue continues until my TV powers down in a diagnostic mode.  If I keep the device/tv off for a few hours I can resume playback until the issue resurfaces.  I've received only one error message, not sure if it's from the Ultra or TV:  An incompatible audio signal has been detected.  Check the output device settings.

I have no other devices connected right now.  If I connect my Ble Ray player or the old Roku Express, everything is fine.  I've tried four different HDMI cables (the two from the Ultras, my BR player and the Express with nothing in the issues.  I've followed the suggestion from YouTube channels about changes to both the TV and Ultra settings,  including factory resets, to no avail.

Hopefully the community can help me with these issues.  Thank you.

app playback

4 Replies

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  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi MoebiusFan,

    Welcome to the Roku Community!

    We appreciate you for sharing your report about this and it seems like you already well explained everything on what's happening here.

    We'd like to take a deeper look into this and have our team as well help. Could you share with us the details below.

    • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About) 
    • 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).
    • Could you please provide with us a photo of the error message?

    Please keep us posted!

    Thanks,
    Rey

    • MoebiusFan's avatar
      MoebiusFan
      Channel Surfer
      2 years ago

      Thank for responding with your offer to help.  Here is the information you requested:

      Model:  4802X Roku Ultra

      Serial No:  X01000YEV52G

      Soft. Ver:  12.5.5 build 4174-C2

      Device ID:  S0DA23CEV52G

      Tracker ID:  2G-106-441

      The image I have of the message is in a video.  I don't see a way to attach or upload it.  Let me know how to get it to you.

      Also, since posting, I finally received another error message during the screen crackling/popping right before my TV shut down.  It said an HDMI error was detected and to try a different cable.

      Thanks 

      MoebiusFan

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        MoebiusFan,

        Thanks for the quick update and for these details!

        We'll take care of this information and forward it over to the appropriate Roku team for further investigation.

        I also sent a PM to assist you with the file.

        Thanks,
        Rey