Forum Discussion

Leerblais's avatar
Leerblais
Channel Surfer
2 years ago
Solved

Black screen with sound, only with paid channels and new movies or shows

I pay for Max, Disney + and Prime. When I watch a new movie or TV series my screen will go black and only have sound, but I however can watch old movies and tv shows from the 90s or before without issues. All of my free channels work fine and I can rent new movies from like redbox with no issues. I've gone through all of the trouble shooting through roku and the 3 applications, nothing has worked. Any one have any suggestions? 

20 Replies

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    Welcome, and thank you for posting here at the Roku Community, Leerblais!

    Thanks for reaching out regarding this matter. No worries. We'd be more than happy to find you the best resolution possible.

    May we first know what specific troubleshooting procedures you have taken to try and fix the playback issues you've been experiencing? Have you tried to check for any app updates on those mentioned above? You can update it by highlighting the app by pressing the star* button on your remote. In addition, try to check for software updates on your TV by going to Settings > System >  System update > Check Now. 

    Furthermore, may we know where you purchased your subscription? Is it under Roku or directly from the app? 

    The best course of action will be suggested once we have a better understanding of the situation. We'll be anticipating your response!

    Kind regards,
    Carly

    • Leerblais's avatar
      Leerblais
      Channel Surfer
      2 years ago

      Done all of troubleshooting more than a few times. I've done it over the phone with roku, Disney plus, Max and prime. It's definitely not a issue with my equipment lol because it's only with the channels I pay for and only new movies or app specific shows made for just that app. 

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Hi Leerblais,

        Thank you for the reply here in the Roku Community!
        We appreciate the effort put into performing the troubleshooting steps. No worries! We will be delighted to assist you further, but we will need to gather more information. When did the issue start? Do you have cellular data, so we can try connecting your device to your hotspot and see if that is able to fix the issue?

        We look forward to hearing from you soon.

        Thanks,

        John