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Name-Taken-Alas's avatar
Name-Taken-Alas
Channel Surfer
2 years ago
Solved

YouTube Not Playing - Goes Black

As of October 19, 2023, Roku’s YouTube app starts up but goes black after a several seconds on the main YouTube screen or after choosing a video to play. If you click the OK button on the remote, the screen comes back up for several seconds before going black again. We tested about 10 other channels and all worked fine. We checked to be sure the Roku had the latest update. We unplugged the Roku and plugged it back in. We did a full reset. The WiFi speed is fine. The Roku TV in another room still plays YouTube without a problem.

It is a #3941RW Roku Express 4K+. The software version is 12.5.0 build 4175-CR. 

  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi Name-Taken-Alas,

    Welcome to the Roku Community, and thanks for posting.

    Thanks for bringing this to our attention, and we'd like to provide you with assistance. Let's perform a channel clean-up troubleshooting step to resolve the issue. Kindly follow the instructions 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 these steps, kindly observe if you notice any improvements.

    Please keep us posted on what you find out.

    All the best,
    Kash

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  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi Name-Taken-Alas,

    Welcome to the Roku Community, and thanks for posting.

    Thanks for bringing this to our attention, and we'd like to provide you with assistance. Let's perform a channel clean-up troubleshooting step to resolve the issue. Kindly follow the instructions 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 these steps, kindly observe if you notice any improvements.

    Please keep us posted on what you find out.

    All the best,
    Kash

    • Name-Taken-Alas's avatar
      Name-Taken-Alas
      Channel Surfer
      2 years ago

      Thank you. Before I posted, we had already tried that three times. We also tried unplugging the Roku several different times. We also tried changing various settings that we didn’t think probably made any difference (they had been fine before), but we were trying to find a solution - different screen sizes, etc. We reset it and had to redo our settings and reinstall all our apps, as well. We tried everything we could think of. We’d love more suggestions. 

      Oh, I did try it again, though, but no change.

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        Thanks for the update, Name-Taken-Alas!

        We appreciate it, and we'll communicate this to the appropriate Roku team. We'll need your help. Could you share with us the details below?

        • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
        • tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).

        We'll be anticipating it.

        Thanks,

        Rey

    • TexasGal's avatar
      TexasGal
      Reel Rookie
      2 years ago

      I followed your instructions, step by step twice, but with no success.  It didn't use to do that.  When was the last roku update?  Would that have caused this issue?  I remember a couple years ago, there was a different issue that was caused from an update, that eventually was resolved.

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Hi TexasGal,

        Thank you for posting here in the Roku Community!
        We'd love to assist you further with this issue that you're having with the YouTube channel. Can you please provide the following information that is asked below?

        • May we know what troubleshooting steps you have taken so far?
        • Is this happening on this channel only, or is it affecting other channels?
        • Could you provide us with a photo of your running problem?

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

        Thanks,                                                                                                                                                John