Forum Discussion

dtwdcaordatl's avatar
dtwdcaordatl
Reel Rookie
6 months ago

Streaming Stick 4K shows a black screen with Dolby Vision content.

I've been using a Streaming Stick 4K (3820R2) with a Hisense 55U8K for about a year with zero issues, until about two weeks ago. Lately, when I play Dolby Vision content on any app, the screen will g...
tv & player features
Krobar1's avatar
Krobar1
Binge Watcher
6 months ago

RokuTakashi Here you go.

Model: 3820EU2
Serial: X250025R4YP
Device ID: SOJA3485R4YP
OS 14.5

Netflix: 61.2222 Build 1301011
Disney+: 1.50 Build 2025040200

Tracker: YP-162-487

Advanced Display Settings (Thought this might be relevant):
Auto Adjust Refresh Rate: On
Dolby Vision Always On: Off
HDR Subsampling: 4:2:0

As mentioned the display just shows Dolby Vision and then is black but sound works fine; the OSD / Playback menu wont appear. Pressing back causes it to change back to the menu display mode and the picture comes back.

If I go back to the menu and retry play back it will usually work after 2-4 attempts so this issue is intermittent for me (Approx 75% failure rate though).

I attach 2 images of the LG HDMI diagnostics, one is of the menu screen and the other is once I start playback of the Dolby Vision series.

 

RokuTakashi's avatar
RokuTakashi
Community Moderator
6 months ago

Hey, everyone.

We are aware of the reports on black screen display when playing Dolby Vision on Roku Streaming Sticks 4K.

Status update for 4/23: Our team is currently investigating the issue and working on a fix.

Thank you for your support and understanding as we get this addressed.

We'll keep you updated with further developments.

Roku Community Team

  • RokuMaryEF's avatar
    RokuMaryEF
    Community Moderator
    5 months ago

    Hey everyone,

    Thanks for reporting this! We appreciate you bringing it to our attention.

    Status Update 4/30: Good news—we’ve identified a fix and are working on getting it rolled out. We don’t have an exact timeline just yet, but we’re hoping to have it resolved soon. 

    Thanks for bearing with us while we sort this out!
    Roku Community Team

  • dtwdcaordatl's avatar
    dtwdcaordatl
    Reel Rookie
    5 months ago

    Hey, any word on if or when this fix has rolled out yet?

  • Kristin2's avatar
    Kristin2
    Streaming Star
    5 months ago

    Hi Mary.  This is also an issue for Roku Ultra with Dolby Vision.  Please fix it for Ultra as well.

  • damonennis's avatar
    damonennis
    Channel Surfer
    5 months ago

    Thank you!

  • damonennis's avatar
    damonennis
    Channel Surfer
    3 months ago

    Hi, any news on this fix please?

  • Kristin2's avatar
    Kristin2
    Streaming Star
    3 months ago

    Yes someone please answer us.

  • damonennis's avatar
    damonennis
    Channel Surfer
    3 months ago

    Thank you!

    It is all apps for me. Software version 14.6

    RokuMaryEF confirmed the problem and said a fix is coming on 4/30. We are looking for an update please. Below is RokuMaryEF's post.

    Hey everyone,

    Thanks for reporting this! We appreciate you bringing it to our attention.

    Status Update 4/30: Good news—we’ve identified a fix and are working on getting it rolled out. We don’t have an exact timeline just yet, but we’re hoping to have it resolved soon. 

    Thanks for bearing with us while we sort this out!
    Roku Community Team

     

  • Kristin2's avatar
    Kristin2
    Streaming Star
    5 months ago

    RokuMaryEF is the update coming out soon?

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    3 months ago

    Thanks for reaching out, Kristin2​!

    We understand you want an update on this issue. 

    Can you please confirm the latest software version of your Roku device so we can check this out? Also, may I know on which app this is happening?

    Please keep us posted!

    Roku Community Team