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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 home button 5 times, up arrow once, rewind twice and forward twice) we can tell it rebooted but nothing changed.

When unplugged and plugged back in the screen showed the red Roku background for a split second but it was out immediately, it was more like a flash. This Tv is only 4 months old. I submitted the problem on the Roku website with a copy of my receipt, they say expect a response within 48 hours. I purchased it at Nebraska furniture in Dallas, Tx area.

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

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  • Splib's avatar
    Splib
    Newbie
    6 years ago

    Roku 4K 65" .. smelled a smell this morning like an electrical fire, no smoke or fire, just a burnt smell. wasn't the neighbors and smoke detector didn't go off,  I turned on the tv and nothing but a flash of the red logo page then black, tried the reset procedures, still the logo flash then black, unplugged, reset factory blah blah, blah, logo flash black screen. Thx TCL just when I was happy at 4K everything. I only use as bigger laptop monitor, no cable no thx, just hmdi connection, prior some times the screen came on w pink hue in the last two weeks, restarted the computer and normal.. maybe the Hdmi cable failed or caused the failure for the screen. disconnected the tcl from laptop, laptop fine, tv black after logo flash... I will be in the hammock waiting for a solution aloha to all.

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

      Splib 

      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

      • kh11's avatar
        kh11
        Reel Rookie
        5 years ago

        My Tv  after two years  also went black.  All  I could get was  sound. I called TCL  customer service and  the  situation  got  worse. The person on the line gave me instructions for a factory reset . Now the screen is still black and now no sound.  This tv was  bought in 2019 so of course the warranty  is gone and all the person on the line could say is sorry we can't  help you.  I have another  smaller  Roku tv in the home that i bought this year. After reading   everyone's comments here, I will assume that  one will die in two  years too I only wish I would have seen this page   beforehand  I  would have never bought  this other tv. its like throwing  away money.

  • Rlbrown65's avatar
    Rlbrown65
    Newbie
    6 years ago

    I have the TCL Model:50S421 Smart TV with ROKU, I have talked to TCL, unfortunately my TV is less than 2 years old and I didn’t buy extended warranty. I figured I would contact ROKU since they are partnering with them and see if I can get resolution but cannot find a direct way to contact customer service, so I’m here in the community. I would not recommend the TCL brand and I may be getting rid of my 6 ROKU devices if they are going to continue to partner with junk products.

    ROKU please feel free to contact me; [personal information removed]

    • Griz1bell's avatar
      Griz1bell
      Newbie
      5 years ago

      My tv is less than a year old.  I've emailed tcl receipt and picture of black screen.  They say they will get back to me 24 to 48 hours.  Its been a week.  They now want a picture "of the tv on".  Can't do that with a black screen.  There's a red line at the top that shows up for about 2 seconds.  I have been calling and e-mailing tcl every day with no luck.

      • Bittersweet's avatar
        Bittersweet
        Newbie
        5 years ago

        I have two TCL's with this issue.  One is completely blank after 10 months.  Tried every fix recommended at this site and on the web.  Second one cannot be turned off. If we turn it off accidentally, we have to unplug for 30 seconds and then plug back in and it reboots. What a bunch of **bleep**.   No more for me after the other TV dies. ROKU made a bad deal with TCL. Will switch to something else in the future.

  • 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

    • 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. 

    • 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.

         

    • 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.

  • walidgo247's avatar
    walidgo247
    Newbie
    6 years ago

    Hello,

     

    I was wondering if your tv problem is fixed by now since I have the same exact problem with mine.

    It would be a great share of your experience since me and my Tv is in the parts unknown if the world to get support.

     

    Thanks 

  • Tivoburkee's avatar
    Tivoburkee
    Community Streaming Expert
    6 years ago

    If  there is anything wrong with TCL tv, you either take it up with  the place you purchased it, or with TCL. Not roku who only furnished the UI on TCL made tv.

    • Andy89888's avatar
      Andy89888
      Reel Rookie
      5 years ago

      Bought Sharp with Roku TV.  It went black after 17 months.  I tried unplugging, resetting but nothing helped.  Will never buy another Roku TV.  

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

        Andy89888 

        Interesting that this happened with a Sharp television as well. 90% or more of these complaints have been related to TCL televisions. 

    • Rlbrown65's avatar
      Rlbrown65
      Newbie
      6 years ago

      I am curious, does ROKU care who they partner with, as a consumer, i shop for value, when i product i already use in my home, ROKU, partners with a TV, which i was in the market for, i figure i know ROKU product and i am pleased, don't know much about TCL, surely it is a good product? I would think this would drag you down as a company partnering with basicially disposable TV's.

      • Nosupport's avatar
        Nosupport
        Channel Surfer
        6 years ago

        Roku has terrible customer service. [post edited]

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      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

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

        I contacted TCL support. After asking personal questions that had nothing to do with the tv. they just said it was out of warranty, sorry. I went through all the reset procedures, but no help. No screen, no sound. Nothing at all but for the light on the bottom, which did blink when I tried to turn it on. It's now in pieces in the trash. All it seems to be worth.