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 is...
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Thanks for the response, Snodgrass3

    Before proceeding to the necessary step, we'd like to recommend performing a complete reset to your Roku device since it's only happening to one specific device. For more information, kindly visit this support article at How do I factory reset my Roku® streaming device?

    Please keep us posted.

    All the best,
    Kash

Snodgrass3's avatar
Snodgrass3
Channel Surfer
2 years ago

Model #100012588

Serial #YN00K8042721

Device #B489DK042721

Software - 12.5.0 build 4176-AT

 

Amazon Prime

Version 14.1 build 2023092022

Peacock TV

Version 4.11 build 25

 

RokuTakashi's avatar
RokuTakashi
Community Moderator
2 years ago

Thanks for the response, Snodgrass3

Before proceeding to the necessary step, we'd like to recommend performing a complete reset to your Roku device since it's only happening to one specific device. For more information, kindly visit this support article at How do I factory reset my Roku® streaming device?

Please keep us posted.

All the best,
Kash