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ars's avatar
ars
Newbie
6 years ago
Solved

How to fix TCL Roku TV with black screen

Got a 75s425-75” 4K Roku HDTV Four months ago and while watching tv the screen went black while sound was still playing. We unplugged and plugged back in, we used the so called factory reset (hit the...
black screen
  • RokuDanny-R's avatar
    RokuDanny-R
    6 years ago

    ars 

    Thanks for the inquiry.

    As Tivoburkee mentioned, have you tried contacting TCL support yet to inquire further? I'd suggest starting there to see what options or suggestions they can provide. Each Roku TV manufacturer provides direct support and warranty or repair services for their products running the Roku OS.

    You can reach them here: https://support.tclusa.com/televisions or at 1-877-300-8837.


    Thanks,
    Danny

  • RokuDanny-R's avatar
    RokuDanny-R
    5 years ago

    Hi everyone,

    Thanks for the posts.

    Some Community users have reported that they unplugged their Roku TV for 5-10 minutes then plugged it back in and the issue was resolved. We would recommend trying that to see if that resolves the issue you are seeing.

    If you are still experiencing an issue, we would suggest contacting TCL to see what options or suggestions they can provide. Each Roku TV manufacturer provides direct support for their products running the Roku OS. 

    You can reach them via website here, or at 1-877-300-8837.

    Please keep us posted.


    Thanks,
    Danny

russkz's avatar
russkz
Reel Rookie
6 years ago

fyi this is an all too frequent problem with TCl tvs - the led back lights  fail  My tv lasted 15 months so out of warranty.  if you check on line this is a huge issue..  Bc of the loss of my roku tv i no longer use the platform and frankly i am hesitant to purchase another roku tv bc clearly they are not ensuring that manufactures that lhey license to are quality products with proper support    I get that they are not  at fault for the bad tv but they are in a position of influence and should  insist on certain standards  like say the tv sets should  with normal use last longer than a year or 2 yrs.  There is just no way a quality tv with normal wear and tear should fail so often for  the same reason - led backlights.   one has to conclude it is a defect in the tv and TCL should be accountable instead they act like they never heard of anyone having the problem.  Shady#TCL55s405

  • Marisa115's avatar
    Marisa115
    Newbie
    6 years ago

    I have the same problem, changed out tCon angel and power panel. It’s only 20 months old and TCL says it depends on use, that I must have used it to much? I also have a Vizio that’s 5 years old with NO issues and a Westinghouse that is 4 years old with NO issues.
    Now I’m stuck with a broken Roku TV same del mentioned above, and Roku speakers that only connect to a Roku TV. I found 96 complaints about this TV on BBB website.

     

    • easyroot420's avatar
      easyroot420
      Newbie
      5 years ago

       my tv is 1.5 years and just the other day turned on and black ,, we it dose have blue tiont tp it but still nothing .. bs if ya ask me ,, my 70 in vizo 5 years old np.. wtf tlc?

      • RokuDanny-R's avatar
        RokuDanny-R
        Retired Moderator
        5 years ago

        easyroot420 

        Thanks for the post.

        As stated in my previous post, some Community users have reported that they unplugged their Roku TV for 5-10 minutes then plugged it back in and the issue was resolved. Have you tried that to see if that resolves the issue you are seeing.

        Please keep us posted.


        Thanks,
        Danny

    • milla471's avatar
      milla471
      Newbie
      5 years ago

      I bought the TCL 3 years ago and it turned black and no sound but I tried all the stuff to reboot and you can see it wants to but nope.  I I started reading up on this tv never again so much problems with it.  I have an older tv and bought the roku kit and it was so much better .   I just don't know what to do  $500 down the drain  and TCL is saying its ROKU 

      • Visitor45763's avatar
        Visitor45763
        Roku Guru
        5 years ago

        I wonder if this isn't "planned obsolescence." Maybe that's part of the gig with the tv manufacturers. After some amount of use (and newer models released), the older tvs aren't a priority. When an update breaks something important to you, you buy a new tv. It's a win/win for TCL & Roku. (TCL has you buying a new TV sooner, blaming it on Roku). Roku doesn't have to test their updates for older tvs. They have TCL's blessing. (Good cop, bad cop.).

        You have to admit, that's easier to believe than a company really operating this carelessly (shamelessly, without accountability from the tv makers). It wouldn't surprise me if this is a gambit for "you rent your tv. We're feature changing so quickly that you'll *want* to upgrade. We're just facilitating that for you. We would actually do a *disservice* to you if we kept your tv working flawlessly for 10 years."

        That is seriously more believable than a company conducting itself the way we see it as consumers (expecting our tvs to last 10 years), and perplexed at Roku's seeming tone deafness (like they think they're doing a good job in the face of perplexed customers) . There's gotta be something behind it.

    • FredUP's avatar
      FredUP
      Newbie
      4 years ago

      I wish that I would have known this 15 months ago. Now I'm stuck with a 65 inch black screen TV that I paid close to $500 for. This product is garbage. I called TCL tech support twice- useless. Basically I have to take it to a repair shop and pay for repair. I'm, really, really, really disappointed in this product and service. I will never buy another Roku sponsored TV. A brand new TV shouldn't malfunction after 15 months. What a shame- Unbelievable!

  • Nydene's avatar
    Nydene
    Reel Rookie
    5 years ago

    Our TCL 55 Roku tv crapped out last week- black screen but audio was fine. We tried every reset suggestion on the web. Our tv is only 3 years old. For TCL to brag they are the biggest seller is a total sham. Too many of us as consumers have the same complaint about the picture blacking out and TCL couldn’t care less. Don’t buy their products anymore and maybe they will be accountable and fix the backlight defect. As senior citizens, we don’t have $400 to plunk down on a tv every couple of years. We are now using my mothers older 31” Vizio TV and it’s wonderful! So we bought a 65” Vizio a few days ago. NO MORE TCL. Or should I say Total Consumer Letdown.

    • jlc05's avatar
      jlc05
      Newbie
      5 years ago

      I just called them this weekend. I’ve had the same problem. My TV is maybe three years old. A week ago it was fine and now the screen is black. The representative was reading off a script and everything he told me to do I already did a week prior to calling him I was so aggravated trying to figure it out that it took me a week before I could call them after trying to problem solve myself. I told the rep and the supervisor that there is nothing but complaints about the specific model with the specific issue and they basically told me oh well the limited warranty was only for a year there’s nothing we can do. Roku please reconsider who you do business with because they do not stand behind their product and I will never buy another TCL TV again. 

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      5 years ago

      Nydene 

      Thanks for the post.

      Some Community users have reported that they unplugged their Roku TV for 5-10 minutes then plugged it back in and the issue was resolved. We would recommend trying that to see if that resolves the issue you are seeing.

      Please keep us posted.


      Thanks,
      Danny

  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator
    6 years ago

    russkz Marisa115 

    Thanks for the post.

    Have you tried contacting TCL support yet to inquire further? I'd suggest starting there to see what options or suggestions they can provide. Each Roku TV manufacturer provides direct support for their products running the Roku OS. 

    You can reach them here: https://support.tclusa.com/televisions or at 1-877-300-8837.


    Thanks,
    Danny

    • russkz's avatar
      russkz
      Reel Rookie
      6 years ago

      Hello Danny,

      I have contacted TCL and they claim the problem is not an issue with the  TV and it was just a few months over a year and therefore out of warranty and they would do nothing.  That is kind of my point they are claiming it is not an issue they hear about often which is clearly not true.  A quick check onlline  illustrates the problem is common.  TV sets are expected to function well past one or two years, Roku has an excellent product and really needs to set a much higher standard for the companies that they license their product to.  I purchased a Samsung tv and although I miss Roku platform  the entire experience with TCL TV has left me uninclined to purchase a roku tv or device as a matter of principle.

      • Patrick-M's avatar
        Patrick-M
        Channel Surfer
        5 years ago

        I had the same experience. Less than two years old. I will never buy another TCL product. They know what their tvs are worth with the life expectancy of only a bit over a year.

    • Jsesterly's avatar
      Jsesterly
      Newbie
      5 years ago

      I’m having the very same problem except my 75in is only 5 months old. After 30 min on the phone with tech support from TCL they tell me... they are going to send a repairman... 7-10 business days.  Seriously??    

      here are some of the things they tried and didn’t work, maybe it will work for you.. 

      1. there is a small round power reset just behind the light at the bottom. Unplug TV, and hold in button for 20 sec, plug back in. 
      2. use something small.. pen.. and push the reset button (next to the tv inputs) for 7-10 sec. 

      (I also did the remote reset .. home5, up, RR&FF)

      beyond mad. I’ll never buy this tv again.  

      • 12thman1979's avatar
        12thman1979
        Streaming Star
        5 years ago

        Jsesterly 

        If you read some of the other posts; you will wait two weeks or so for some local handyman to show up and say they cannot fix the television and you need a new one. Then you will wait another two weeks or so for a new unit to arrive. TCL knows most people will not go a month without a television, and that many people will give up.

  • Maak's avatar
    Maak
    Newbie
    5 years ago

    It's not the LEDs, they are obviously still lit or the screen wouldn't be a shade of gray when turned on. It's the LCD screen that's bad.

  • Hotwingshot's avatar
    Hotwingshot
    Reel Rookie
    5 years ago

    I’d like it noted that my set is 15 month old and also garbage. Black screen with sound. Tried the controller reset and unplugged for 15 mins

    • Andy89888's avatar
      Andy89888
      Reel Rookie
      5 years ago

      I was able to fix my with replacing the board.  It’s pretty easy to do and only took 30 minutes after buying this part.

       

      • Hotwingshot's avatar
        Hotwingshot
        Reel Rookie
        5 years ago

        Which board Power Supply/LED DRIVER board?

  • run26912's avatar
    run26912
    Newbie
    3 years ago

    Totally agree. My 65 inch TCL R635 Roku TV died after just 6 months from the backlight problem. It had to be junked. I can't find another quality ROKU TV brand so I'm going with Sony or Samsung. TCL makes JUNK products and it hurts ROKU's credibility to have them associated with the brand. Their stock is in the toilet and its not getting any better having TCL sell these TRASH TVs. Thank goodness I got the Asurion insurance otherwise I'd be screwed as TCL customer support is horrendous and they want several VIDEOS to be emailed to them of the TV not working. WTF?? tried squishing a 35 MB video into 25MB email limit. Just TERRIBLE. Will NEVER BUY ANOTHER TCL TV and frankly thinking of giving up ROKU for Google TV.