Forum Discussion

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 fibe...
app playback
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

      • MoebiusFan's avatar
        MoebiusFan
        Channel Surfer
        2 years ago

        Update on snapping/crackling issue.

        I bought a certified HDMI 2.1 48 gb cable last week and replaced it for the Roku Ultra cable.  So far the snapping/crackling/flashing issue has not reappeared!  Let's hope the new cable resolves it.

        I'm still seeing the blanking screen issue quite frequently.