Forum Discussion

M_landry's avatar
M_landry
Reel Rookie
2 years ago
Solved

YouTube issue , screen goes gray after few seconds

Model: 4802RW Roku Ultra Serial : X010004TMGDL Software: 12.5.0 - build 4178-C2 Device ID: S0DC237TMGDL   Problem: When I go to YouTube channel after few seconds, screen goes gray. Hit any key &...
  • RokuEuniceL's avatar
    RokuEuniceL
    2 years ago

    Hi M_landry,

    Thanks for providing these details here in the Roku Community!

    Can you please send us a photo of the issue as our reference? Also, have you tried reaching out to YouTube customer support?
    Suppose the issue persists on the YouTube channel after attempting the troubleshooting steps, and videos from other channels play fine. We suggest contacting the channel provider's customer support team to report the issue and get help. The channel developers themselves maintain channels on Roku. In this case, an issue within that specific channel likely needs to be addressed with an update from them.
    Let us know how it goes, and we'll be glad to further assist you.

    Kind regards,

    Eunice

makaiguy's avatar
makaiguy
Community Streaming Expert
2 years ago

Did you restart** your Roku to clear its memory cache BEFORE reinstalling the channel? Without the restart you may not get a clean reinstall.

Depending on your Roku model you'll find the "System restart" option under either "Settings > System > Power" or if you don't have the Power option, under "Settings > System". If you don't have sufficient control to use the menus, or if it is just more convenient, you can also restart by pulling the power plug for a short while, then plugging it back in.

**On a Roku TV with "Fast TV Start" enabled, turning the TV off/on only puts you in/out of a low power standby state, it does NOT give you a complete restart. Use the methods above.

  • M_landry's avatar
    M_landry
    Reel Rookie
    2 years ago

    I removed the YouTube app. Next I cleared the cache with the remote. I reinstalled the YouTube app. I have the same problem, screen turns gray after several seconds after I get into the app. I will try switching from my Nighthawk router to my wireless AT&T cable modem