Forum Discussion

jaywindsor's avatar
jaywindsor
Binge Watcher
3 years ago

Screen goes black periodically on Netflix and Amazon Prime Video | Roku Ultra

I also have exact same problem, have tried the same as all these methods, and got our tech guys back in to look at. Baffled. Our apple TV running through the same cinema works totally fine Would ...
RokuMary-F's avatar
RokuMary-F
Community Moderator
3 years ago

Hi jaywindsor,

Welcome to the Roku Community!

We appreciate you for posting. We'd like to take a closer look to see if there's anything else we can suggest to help but we need more details. Here are a few questions here to better understand what you're experiencing:

  • What kind of issue are you experiencing?
  • What Roku model device are you using?
  • When did this issue first start occurring?
  • Which streaming channels are you experiencing this issue on?
  • Does the issue only occur on a specific channel or all channels on your Roku device?
  • What specific troubleshooting steps have you taken so far to try to resolve the issue?

With more detailed information, we will be able to assist you further.


Best regards,
Mary

  • jaywindsor's avatar
    jaywindsor
    Binge Watcher
    3 years ago

    Great stuff, thanks Mary

    It started that the screen blanked, audio continued and then after about 5 seconds the video came back. I have deleted and reinstalled all apps including netflix and reset the settings. I have the top HDR vision available through my setup so 4k vision enabled, albeit the auto is trying to pick 4k HDR10. I was advised by my tech guys to force the top visual option which I have.

    I am using Roku Ultra (hardwired)

    First found the issue about 2 / 3 months ago so have been switching between this and my apple tv however the roku is much better as integrated through control 4 so i am keen to fix this.

    Netflix is a problem for sure, although have had same problem on prime.

    Look forward to hearing thoughts

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi jaywindsor,

      We appreciate your feedback as our valued customer and thanks for following up about the black screen issue with your Roku Ultra. We want to make sure that we can get this resolved as soon as possible. We will work with you to know what went wrong so we can assist you further and fix the issue.

      Just to verify, do you observe this behavior while using any other channel(s) on your device aside from Netflix and Amazon Prime Video? Does this happen on all movies/shows on Netflix and Amazon Prime Video or just specific titles? 

      In addition, please refer to the support article here for additional troubleshooting steps: What to do if you cannot see the picture from your Roku® streaming player on your TV | Official Roku Support

      If the steps provided by the Support page still aren't helping, please reply back and we will be able to assist you further.


      Best regards,
      Mary

      • jaywindsor's avatar
        jaywindsor
        Binge Watcher
        3 years ago

        Thanks for the feedback.

        I have reviewed the link and don't think it's too relevant as relates more to permanent issues with sound and vision. My issue is intermittment, for example last night at 39 mins into a netflix film the screen blacked, sound went, then the video paused. Same again about an hour in.

        It is only really netflix and prime i use the roku for, I also have an Apple TV for film downloads and have no issue with this.

        It does feel more sporadic. Prime generally always works ok with the occasionaly screen blank problem. Netflix seems to be more regular.