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njrichie's avatar
njrichie
Reel Rookie
3 years ago
Solved

[OS 11.5] Roku TV TCL Black Screen on display

"We have received reports that some customers with the above TV models are unable to see any display on their units following a software update.

We are currently investigating and working diligently with Roku to address this issue. There is no need to contact us. Updates will be posted on this page.

We apologize for the inconvenience."

Its TRUE right after the update my Roku 43S431 TV went dark. Spent the whole day trying to restore with no success. This is what happens when there is a BUG in the update software.  My other Roku TV model was not affected after the same update. Hopefully they come up with a fix. Its update 11.5.0 Build 4235

https://support.tcl.com/notice

  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi Community users!

    Thanks for posting and letting us know about this behavior you've encountered with TCL Roku TV.

    Have you tried reaching out to TCL customer support and inquiring further about the issue? Roku TV manufacturer provides support with their TV. This issue can be addressed by inquiring further and letting them know about the experience you had.

    You can contact TCL here: TCL Support or at 1-877-300-8837.

    All the best,
    Kash

372 Replies

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  • Ronny4's avatar
    Ronny4
    Channel Surfer
    3 years ago

    My tv is so Black Screen. I tried a factory reset and it did not work. It was working just fine yesterday. I don’t know if there was an update and it caused this to happen. I can hear the sounds but no picture. I also unplugged for 30 sec but to no avail. If you can please help me out with any update on this situation I would truly appreciate it thanks. 

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi Ronny4,

      Welcome to the Roku Community!

      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)
      -does this issue occur on a specific channel? if so, what channel and what 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 5 times, followed by the Back button 5 times, and provide us with this ID)
      -steps to reproduce the issue you are seeing 
      Once we have this information, we can pass it on to the appropriate Roku team to investigate further.


      Best regards,
      Mary

      • Ronny4's avatar
        Ronny4
        Channel Surfer
        3 years ago

        Hi Mary, 

        yes the screen is ON but the Screen is Black. It’s not a particular channel. I have already tried the Factory reset button on the back of my 75” inch tv and it did not work. It was working fine yesterday. The Model #75S421

        serial number# 2007GTC007966A00538 

    • jgamarra2565's avatar
      jgamarra2565
      Newbie
      3 years ago

      I have exactly the same problem. I did the reset, and 30 sec, etc.

      It is still not working.

      • renojim's avatar
        renojim
        Community Streaming Expert
        3 years ago

        If you have a black screen the most likely cause is that something failed within the TV.  Roku can't help you with that - they didn't make the TV.  Your warranty is with the manufacturer of the TV.  Again, Roku can't help you with that.

    • loopy123's avatar
      loopy123
      Reel Rookie
      3 years ago

      I have this problem too with a 55S425 Roku/TCL TV.

      Such a shame to throw this in the trash! 

      How embarrassing to make such garbage products with your name on it!! 

  • jaclynnicolee's avatar
    jaclynnicolee
    Newbie
    3 years ago

    I noticed a few days ago when I would try to turn my tv on, that it will “turn on” but it’s pitch black. When i use the buttons on my remote I can hear it on my tv, so I know it’s on. I’ve tried to reset over a dozen times, but nothing. I can’t even find a customer support phone number for Roku so I can get help for this. Can someone please help me fix my tv???

      • rockaway1836's avatar
        rockaway1836
        Streaming Star
        3 years ago

        Well I jinxed myself by posting last week that my 75 inch TCL had been working for about 10 days. The following day it went black again. This time nothing would bring it back. So this morning I threw it in the car and took it to the local recycling center. Now I'm crossing my fingers that the problem with my 11 year old 80 inch Sharp can be fixed easily. I really don't want to lose two giant TVs in the same week.

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

    njrichie

    Thanks for the post.

    We would recommend performing the following recovery procedure for TCL Roku TVs that are displaying a blank screen:

    1. While the TV is on the black screen, press and hold the Reset button (located on the back of the TV) until the TV shows a recovery screen (press and hold for about 30 seconds).
    2. Once the recovery screen is shown, follow the prompts displayed on the screen, to connect to your wireless network.
    3. After connecting to your wireless network, the TV should perform a firmware update and reboot to Home screen successfully.

    Please keep us posted what you find out.


    Thanks,
    Danny

    • Madking1's avatar
      Madking1
      Streaming Star
      3 years ago

      RokuDanny-R 

       

      danny - it’s been 6 months. What’s the latest update on getting our TVs fixed? 

    • njrichie's avatar
      njrichie
      Reel Rookie
      3 years ago

      OK, its working now. You guys must have uploaded a corrected software package and I was able to restore the TV now. I did the same thing earlier today and it didn't work. 

      Thank You!

    • shirleyanne's avatar
      shirleyanne
      Reel Rookie
      3 years ago

      This does not work. We have tried numerous times. Our TV cycles betwen the logo and the black screen. We tried all troubleshooting suggestions many times. Very disappointing.

      • Knucklebunker's avatar
        Knucklebunker
        Reel Rookie
        3 years ago

        It worked for me.  If it does not work for you then maybe your issue needs a different fix.  It took me multiple tries before I was successful.

  • DL4500's avatar
    DL4500
    Reel Rookie
    3 years ago

    My 50" TCL/Roku went "black screen" yesterday. To be specific, there's insufficient lighting where it was hard to see anything.

    After reading all of the posts, the problem has a very high probability related to software. It has been reported for the past 3.5 months and we still don't have a definitive resolution? At the meantime, many support responded by reference / suggest report to and seek support from TV manufacturers. Everyone know that is a dead end unless TV is replaced.

    Seems like there are 2 problems:

    (1) Bug in the software/firmware

    (2) Bug in the update process where it is not pulling the correct fix if it's able to get that far in the restart process.

    Finally, what is the status of the "problem diagnostic and/or fix" from the development team?

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi Community users,

      Thank you for reporting this issue to Roku Community and providing information.

      We are currently aware of the issue and our appropriate team working diligently to resolve the issue. 

      If you are experiencing a black screen but still hearing the sound of your Roku TV. Kindly provide the necessary information below: 

      • When was the last time TV was used without issue
      • When was the issue first noticed
      • Is the issue popping up when you start the TV
      • Is the issue happening during a content playback
        • If so, what streaming channel? 
      • brand and model TV (this can be seen on the back of the TV)
      • Press the Home button 5 times, followed by the Back button 5 times to obtain a tracker ID (we are aware that this tracker ID will be unseen due to the black screen)
        • date stamp when you triggered the tracker ID
      • can you see a picture on the screen with the use of a flashlight

      Please be aware that we are actively monitoring and investigating the discussions on this thread. Thanks again for your continued patience.


      Best regards,
      Mary

      • batfam1975's avatar
        batfam1975
        Reel Rookie
        3 years ago
        • When was the last time TV was used without issue

        Yesterday, 2/16/23, around 5:00pm PST. 

        • When was the issue first noticed

        Yesterday, 2/26/23, around 5:00pm PST.

        • Is the issue popping up when you start the TV

        The TV doesn’t seem to fully start. The screen is black, and the white LED light just flashes. 

        • Is the issue happening during a content playback

        Yes. The screen went black while streaming a show.

                 -If so, what streaming channel? 


        HBO Max

        • brand and model TV (this can be seen on the back of the TV)

        Roku TCL model 65R635

        • Press the Home button 5 times, followed by the Back button 5 times to obtain a tracker ID (we are aware that this tracker ID will be unseen due to the black screen)
          • date stamp when you triggered the tracker ID
        • My remote doesn’t seem to connect with the TV, though we have changed the batteries. 

        • can you see a picture on the screen with the use of a flashlight

        No. It’s completely black.

    • DL4500's avatar
      DL4500
      Reel Rookie
      3 years ago

      It's been over 3 weeks and so far there is no progress in any resolution to the problem.  Based on the posts, this problem exists in various brands and sizes. One thing they have in common is Roku.

      From the official response, I'm not sure if the Roku development team is:

      (a) actively working on a resolution, or

      (b) they were unable to identify the root cause of the problem, or

      (c) they know how to fix it

      I've been involved with software development for over 30 years. A major problem without any resolution or official progress status for this length of time is unheard of. As this surely can damage the reputation or perception of Roku customer service.

      My recommendation is to replace it with Amazon, Google, or another brand of smart TV which what I'm doing. Vote with your dollar!!

  • vvachon's avatar
    vvachon
    Newbie
    3 years ago

    I need help ASAP my tv screen is black i have sound and picture of the movie but when i pusto watch it the screen goes black ,very frustrated Please help

  • nathant's avatar
    nathant
    Channel Surfer
    3 years ago

    Last night in the middle of streaming a show, the screen just went black. The sound was fine, just the screen died. I have been reading similar posts for other models. I have done all of the things -- the unplugging, the various remote button pushing, the full-on factor reset with the paper clip -- and nothing fixes it. This television is 16 months old. From what I can gather on these boards, there is no fix for this? Basically just go buy another television that is manufactured by some company other than TCL and doesn't have Roku pre-installed?

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi nathant,

      Thanks for your first post in the Roku Community!

      We appreciate you letting us know about the black screen issue with your Roku TV and we apologized for any inconvenience this has caused.

      Can you please provide us with the following information:

      • When was the last time TV was used without issue
      • When was the issue first noticed
      • Is the issue popping up when you start the TV
      • Is the issue happening during a content playback
        • If so, what streaming channel?
      • brand and model TV (this can be seen on the back of the TV)
      • Press the Home button 5 times, followed by the Back button 5 times to obtain a tracker ID (we are aware that this tracker ID will be unseen due to the black screen)
        • date stamp when you triggered the tracker ID
      • can you see a picture on the screen with the use of a flashlight

      Once we have this information, I'll be able to pass it along to our Support team who can investigate further.


      Best regards,
      Mary

      • nathant's avatar
        nathant
        Channel Surfer
        3 years ago

        As I mentioned in my original posit, this issue was first "noticed" last night (March 8). It literally happened while I was streaming a show. So, I guess the last time the TV was used without issue was March 8, just before the screen went black.

        Is the issue popping up when I start the TV? Is the issue happening during a content playback? -- These questions make no sense, because the screen is just black, it doesn't work.

        The brand and model is TCL model 43S435.

        I did that thing with the pressing the Home button 5 times and then the Back button 5 times. I did that today, March 9.

        And no, I cannot see a picture on the screen with the use of a flashlight. The screen is black, it doesn't work at all.

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi nathant,

      Thanks for providing the information needed!

      We'll go ahead and send this over to the team for further investigation. We'll get back to you once we have an update.

      We appreciate your patience while we investigated this issue.


      Best regards,
      Mary

  • BostonJones's avatar
    BostonJones
    Reel Rookie
    3 years ago

    I’ve had my tv for about 2 years now gave me problems with black screen with sound in beginning , then suddenly stopped. Now 2 years later doing the same thing again. Black screen but can still hear sound. I’ve tried every l thing from system restarting, unplugging, and the remote restart button sequence. Nothing works! My tv has never been dropped before nor has it been struck whatsoever. Will Roku replace or service. Seems like a lot of people have this problem and it’s a manufacturing issue, EVERYONES connection and cable couldn’t possibly be the issue.

    • Strega's avatar
      Strega
      Roku Guru
      3 years ago

      It may be a manufacturing issue, but keep in mind that ONN is the manufacturer.  Roku is more like an adjective in this case much like "color" or "HD".

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

      Hi Community users,

      Thanks for the posts regarding a black screen but can still hear audio from your Roku TV.

      Please be aware that we are currently aware of the issue and the appropriate Roku team is investigating.

      In the meantime, please provide us with the following information: 

      • When was the last time TV was used without issue
      • When was the issue first noticed
      • Is the issue popping up when you start the TV
      • Is the issue happening during a content playback
        • If so, what streaming channel? 
      • brand and model TV (this can be seen on the back of the TV)
      • Press the Home button 5 times, followed by the Back button 5 times to obtain a tracker ID (we are aware that this tracker ID will be unseen due to the black screen)
        • date stamp when you triggered the tracker ID
      • can you see a picture on the screen with the use of a flashlight

      Once we have this information, we will be able to pass it along.


      Thanks,
      Danny

      • badgerspit's avatar
        badgerspit
        Reel Rookie
        3 years ago

        I know you're just the messenger, but 4 months of this same issue and no mention of any fix is not acceptable.

        Please give us all a proper (non-canned) response soon.  And "Please be aware that we are currently aware of the issue and the appropriate Roku team is investigating."
        Is not a proper answer.

        At some point, all of us will revolt, and start talking class action if this is not fixed ASAP.

  • silvioneto's avatar
    silvioneto
    Newbie
    3 years ago

    Olá amigos, sou do Brasil, e estou com um problema da minha AOC Roku TV, que ela inicia, aparece uma linha rápida na base da tela, depois fica tudo preto, percedo que está ligada, pois tem som. Contudo não vejo nada na tela. Socorro.

  • CUTigerJLSII's avatar
    CUTigerJLSII
    Reel Rookie
    3 years ago
    • When was the last time TV was used without issue
    • About 3 hours ago
    • When was the issue first noticed
    • About 3 hours ago
    • Is the issue popping up when you start the TV
    • It is now, but first noticed when I tried to unpause a show on AppleTV
    • Is the issue happening during a content playback
    • Yes, it is 
      • If so, what streaming channel? 
        AppleTV first and now everything 
    • brand and model TV (this can be seen on the back of the TV
    • TCL 55”
    • Press the Home button 5 times, followed by the Back button 5 times to obtain a tracker ID (we are aware that this tracker ID will be unseen due to the black screen)
      • date stamp when you triggered the tracker ID
      • 2023-02-22T04:58:13Z
    • can you see a picture on the screen with the use of a flashlight
    • Not really, I can barely see anything unless I am in a completely dark room
    • RokuKarla's avatar
      RokuKarla
      Retired Moderator
      3 years ago

      Hi CUTigerJLSII

      Thanks for reaching out here in the Community!

      I have passed along your information and concern to our Support team. Please be aware that we are actively monitoring and investigating the discussions on this thread.

      Thanks for your continued patience and understanding.

       

      Regards,
      Karla

  • tjaburke8's avatar
    tjaburke8
    Reel Rookie
    3 years ago

    It’s happening again!  

    Holding reset button on my 43” Roku TV (43S431) for minutes does nothing. No problems with our newer TCL Roku TVs but the 43” is less than 18 months old.

    ** Following this conversation for help

    • RokuNimfa-C's avatar
      RokuNimfa-C
      Retired Moderator
      3 years ago

      Hi agchapdaddy tjaburke8

      Thanks for reaching out here in Roku Community. 

      We apologize to hear about the issue you are experiencing with your Roku TV. Our support team is already aware fo the issue and currently conducting an investigation, we'd like to include your details and submit them to the team. Could you provide the details below, if available? 

      • When was the last time TV was used without issue
      • When was the issue first noticed
      • Is the issue popping up when you start the TV
      • Is the issue happening during a content playback
        • If so, what streaming channel?
      • brand and model TV (this can be seen on the back of the TV)
      • Press the Home button 5 times, followed by the Back button 5 times to obtain a tracker ID (we are aware that this tracker ID will be unseen due to the black screen)
        • date stamp when you triggered the tracker ID
      • can you see a picture on the screen with the use of a flashlight

      We'll keep an eye on the details and help you further.


      Regards, 
      Nimfa

      • Fatime's avatar
        Fatime
        Reel Rookie
        3 years ago

        Don’t bother!!! They been saying the same effing thing for months now!!! It’s always “Our support team is already aware of the issue and currently conducting an investigation” and then they continue to ignore the issue!! It’s their copy and paste answer to every single one of us!! It’s a joke absolute joke. Just make sure all y’all tell people to not buy this **bleep** tv!!