Forum Discussion

dtwdcaordatl's avatar
dtwdcaordatl
Reel Rookie
3 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 go black (aside from the Dolby Vision logo) but sound will play normally. A restart sometimes fixes the issue, but it always returns, usually the second time I try playing Dolby Vision content after a restart.

I've tried a factory reset of the Roku, switching HDMI ports on the TV, changing the order of the apps I use to play (to ensure it wasn't an app setting off the issue). Nothing seems to have worked. Plus, the built-in apps on the TV are playing Dolby Vision content without issue, so I don't think the TV is the problem either.

I'm close to switching to an Apple TV, but wanted to check here first for fixes/workarounds.

app feature
app playback

23 Replies

  • Krobar1's avatar
    Krobar1
    Binge Watcher
    3 months ago

    I'm getting the exact same behaviour with Streaming Stick 4K and an LG Oled through an Arcam AVR. The problem started with the Roku firmware update at the beginning of this month. Sometime going back to the Netflix Gui and starting playback again will fix it but it is not consistent. I always get the same behaviour when it breaks which is a black screen with Dolby Vision detected and sound working.

    The only solution I have found is to force the TV type in Settings to 4K HDR in order to disable Dolby Vision. HDR10 works fine. 

    • Spitfire53's avatar
      Spitfire53
      Reel Rookie
      2 months ago

      I am having a similar issue, but so far only with DV on Hulu and Disney+ that I signed up for at the beginning of the month. Worked fine for about 3 episodes of what we were watching , and then just black screen with sound. Spent some time chatting with Roku support last week, but no fix yet. Paramount and Peacock work fine with the 4K streaming stick to my LG B4 oled, very strange.

    • dtwdcaordatl's avatar
      dtwdcaordatl
      Reel Rookie
      2 months ago

      Yeah, I've switched to HDR10 as well and have experienced no issues since then, and since it looks like all the major streamers support it, I might just keep it this way!

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 months ago

        Hi dtwdcaordatl Krobar1 Spitfire53,

        Greetings, and thanks for keeping us posted!

        We'd like to take a closer look at your problem. Can you please provide the following information?

        • Is this happening on all channels you are trying to access, or is it on a specific channel?
        • What troubleshooting steps have you taken so far?
        • When did the issue start?
        • Could you share a video clip or photo with us?

        Note: With a compatible TV and streaming channels, you can stream 4K Dolby Vision with certain Roku streaming players. But if your Dolby Vision-capable TV was made before 2018, you might be unable to watch Dolby Vision content at 4K resolution. Netflix and other streaming services won't play 4K Dolby Vision if the TV doesn't support higher frame rates, like 60 frames per second.

        You may also want to check out the Roku product comparison chart in this support article to determine if your player supports Dolby Vision.

        We look forward to hearing from you soon and hope you'll find this info useful.

        Cheers,
        Roku Community Team

  • Joeblow99's avatar
    Joeblow99
    Newbie
    2 months ago

    Exact same issue. Dolby Vision just stopped working across all platforms several weeks ago on my LG C7. I went into the advanced settings on the Roku and there's an option there to let the Roku change the refresh rate on your TV to presumably avoid this issue. I made that change, and now Dolby Vision is working on Netflix. I get a little popup saying something about the Roku changing the display rate, but otherwise it works. However - this did not fix the problem on Amazon, so I'm puzzled.

  • Kristin2's avatar
    Kristin2
    Streaming Star
    2 months ago

    I have been having issues with Netflix on Dolby Vision as well.  I don’t get why both Roku and Netflix can’t work together and fight figure out what it is.  I have also brought this to Netflix’s attention.  They blame Roku.  Where does that leave customers when no one wants to take responsibility to fix it.  

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

      Hey, Kristin2.

      Thanks for chiming in!

      Looks like you're having trouble with Dolby Vision on Netflix, too, and we want to investigate.

      Could you share what specific content is not displaying Dolby Vision when streaming on Netflix? 

      We look forward to hearing from you!

      Roku Community Team

      • Kristin2's avatar
        Kristin2
        Streaming Star
        2 months ago
        • Chaos the Manson Murder’s The Video will freeze, and the audio will continue playing.  On  the Caught series the show starts out with a black screen on episodes 1 and 6.  Both issues are solved if I switch the screen resolution to regular HDR.  Instead of Dolby Vision setting. My model is a 4800RW.  But I am having what sounds like may be similar issues with Dolby Vision on some content on Netflix.  My Roku software version is 14.5.  The Netflix app is version 5.2 build 130096002.  Hopefully giving you this information helps.
  • Krobar1's avatar
    Krobar1
    Binge Watcher
    10 days ago

    Issue now seems to be fixed with my Streaming Stick 4K. Probably a middleware update as the last main firmware release did not seem to help.

    RokuTakashi​  Any update on what happened with firmware fix.