Forum Discussion

Doglover1238's avatar
Doglover1238
Newbie
2 years ago
Solved

How to fix my roku tv, the screen is black and i already tried the reset button on the back of the T

I got my roku tv brand new out of box June of 2023, so I've only used it for a little over a year. A couple days ago it would turn on to a black screen, but when you press the remote you can here the...
  • RokuArjiemar's avatar
    RokuArjiemar
    2 years ago

    Hello! Doglover1238,

    Thank you for posting in the Roku Community!

    We appreciate your contacting us regarding your Roku TV having a black screen. We are pleased to assist.

    Do you have a Roku Branded TV or a Roku TV?

    A Roku Branded TV is manufactured by Roku (Roku TV Select and Roku TV Plus), while a Roku TV is manufactured by a Roku Partner (TCL, Sharp, etc.).

    The easiest way to determine if you have a Roku Branded TV or a Roku TV is to note where the Roku TV logo is on your TV. 

    For Roku-branded TVs, the Roku logo is on the bottom center of the TV.

    For more detailed information about how to determine the difference between a Roku branded TV and a Roku TV, visit our Support page here: How to know if you have a Roku TV

    If you are experiencing an issue with a Roku-branded TV (Roku TV Select or Roku TV Plus), feel free to contact Roku Support.

    If you're encountering an issue with your Roku TV manufactured by a Roku partner, start by contacting the manufacturer. Each TV manufacturer provides direct support for its models. 

    For support regarding Roku TVs, please visit our support page: Where can I get support for my Roku TV™?

    Refer to the Roku TV User Guide for in-depth instructions on making connections, completing the Guided Setup, using features, and configuring settings.

    If you need additional help with your Roku TV, please feel free to contact your Roku TV manufacturer. 

    Thanks,
    Arjiemar

StevenCee's avatar
StevenCee
Roku Guru
2 years ago

RokuArjiemar  My TCL Roku TV is working fine, it's the Roku OS that's not working properly, so there's little TCL could do to remedy my current issues. Almost nothing will play, my OTA channels only play audio, with a black screen, Netflix shows it's menus, but won't play anything, and this all began after my Roku OS was updated to 14. Is Roku's engineering team aware of these bugs? Are they working on a fix, with that be sent to my TV as an update?

RokuArjiemar's avatar
RokuArjiemar
Retired Moderator
2 years ago

StevenCee,

Thank you for posting in the Roku Community!

We appreciate you contacting us regarding the issue with your TCL Roku TV after the OS 14 update. We are happy to assist you.

We would be happy to investigate further, but we need further details. Can you please provide us with the following information:
  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • Channel version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
  • Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)

Once we have this information, we can pass it along to the appropriate Roku team for further investigation.
We look forward to working with you to help resolve this issue.

Thanks,
Arjiemar

  • StevenCee's avatar
    StevenCee
    Roku Guru
    2 years ago

    RokuArjiemar  This is really driving me crazy. Everything works fine for a few days, then it will work OK all day, but sometime around 1am or so, it just stops working right!  I get all the menus OK, but when I try to play a trailer, or the actual show, whether it be a movie, TV show, stream or on Live Roku, nothing just a black screen, or the circling with a percentage showing, or not, but now show!
    The same thing happens if I got to Netflix or Prime, menus good, nothing else will play!  And this seems to just happen late at night, never during the day! I check my Wifi speed and it's even higher than usual, not it's not a buffering issue, it's some kind of bug in the OS!

    I'm not sure what supplying all the information you requested will do much good, as I've seen many other people give all the information, only to see nothing happen, no one gets back to them, issues don't get resolved, it's like the default response, to just seem like issues are being addressed. But everyone can tell you, in the last two or three years, we never see any actual follow-up, nor hear from anyone their issue was fixed, after sending in all the details.

    And I don't even know what this means:
    "Channel version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)"

    Channel version/build is the channel,  what is that supposed mean? And what channel are we supposed to select on the Home screen??  This is NOT about "a" channel, it's a systemwide issue! Not one channel...

    Like tonight, I first reset my wifi connection, then I turned the tv off & then on, then I did a system reset, then I unplugged and then plugged it back in, then I did another system reset, and finally, it's now working OK, for now. This is ridiculous!! Not only having to do all this several times a week, but that it's always very late at night, when the last thing I want to do is jumping through all these hoops, when I just want to relax and watch something before going to sleep!  It's a real mess...