Forum Discussion

BC66's avatar
BC66
Reel Rookie
2 years ago
Solved

Using Netflix causes other apps to lose video

After using Netflix and go to another app (Hulu, Prime, Roku, etc.) the app will open.  However, any show I try to watch gives me a black screen with the (and close captions) audio during the viewing.  I can navigate to and through the app but upon viewing, all I get is a black screen.  This happens on both the Roku Express 4K+ devices I have in the house and only started about three months ago.  Is this a problem for anyone else?

  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi, BC66

    Welcome here in the Roku Community.

    We acknowledge the issue you've brought to our attention, and we'd be more than glad to assist. With the issue at hand, we recommend performing the troubleshooting steps below:

    1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
    2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
    3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
    4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support

    After performing the steps above, kindly check on the issue. If the issue persists, please let us know so we'll be able to continue assisting you and proceed with the necessary steps to address this.

    Best wishes,
    Kash

7 Replies

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi, BC66

    Welcome here in the Roku Community.

    We acknowledge the issue you've brought to our attention, and we'd be more than glad to assist. With the issue at hand, we recommend performing the troubleshooting steps below:

    1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
    2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
    3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
    4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support

    After performing the steps above, kindly check on the issue. If the issue persists, please let us know so we'll be able to continue assisting you and proceed with the necessary steps to address this.

    Best wishes,
    Kash

    • BC66's avatar
      BC66
      Reel Rookie
      2 years ago

      I tried the removal and reinstallation of Netflix and the only thing it did was cause me frustration - it certainly didn't solve any problems with viewing.  

      It appears that use of System Restart is the only means of watching other services after viewing/opening Netflix.  It's either Restart or turn off Roku for about 10 minutes.  It's an inconvenience that I suppose I will have to live with at the moment.  By the way, this only started about 3 1/2 months ago.  I've dealt with various Chat personnel on the Roku Support site but none have heard or mentioned anything about this particular issue with other Roku users.  

      • RokuJanadeeK's avatar
        RokuJanadeeK
        Retired Moderator
        2 years ago

        Hi BC66,

        Thanks for letting us know. We appreciate the steps you have taken in an attempt to fix the issue. We're happy to continue assisting.

        May we know if this issue only happens with Netflix? Are there any error messages shown when accessing this app? Would you mind sending us a clip when the issue occurs? Lastly, have you tried updating the app?

        Please keep us informed.

        All the best,
        Janadee