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jeff_w_s's avatar
jeff_w_s
Reel Rookie
3 years ago
Solved

Software Update 12.0.0 causes problems with changing picture size

Since the 12.0.0 update, my TCL 55R635 has a problem with changing the picture size. I've tried Netflix, Prime Video and Discovery, and all have the same problem. If I am watching a program and go to options to change the picture size (Direct/Normal/Stretch/Zoom/Auto), and I switch to any other size I lose the video. I still have the audio and captions to the program, just no video. It doesn't matter if I switch back to the original setting. No video for that program until I back out to the menu and press play to start watching the program or movie again.

  • jeff_w_s's avatar
    jeff_w_s
    3 years ago

    I can not provide a photo of the problem. A few days ago, when I had the problem, I restarted my TV 2 or 3 times and also restarted my router. Either the last TV restart or the router restart corrected the problem.

9 Replies

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  • jeff_w_s's avatar
    jeff_w_s
    Reel Rookie
    3 years ago

    The  video loss happens to anything I watch, including the Roku Live TV programs.

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

      Greetings jeff_w_s 

      Welcome to the Roku Community and thanks for posting regarding the issue you are experiencing on the newest OS release.

      We would be more than happy to look further into this issue, but will need more details about what you are seeing. Can you please provide us the following information:

      • Roku device model, serial number, device ID, and software OS/version and build (these can all be found in Settings > System > About)
      • can you provide a video illustrating the issue you are experiencing

      Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further. We look forward to hearing back from you.


      Thanks,
      Danny

      • jeff_w_s's avatar
        jeff_w_s
        Reel Rookie
        3 years ago

        It was a TCL 55R635 Roku TV. The Roku software was version 12.0.0. The screen would turn black although the audio and captions would continue, just as it would if there was a problem with DRM. If I returned to the menu and pressed play to start watching, the video would show again. After restarting the TV 2 or 3 times and also disconnecting the network connection and reconnecting it, the video displays as it should.

  • GFRR's avatar
    GFRR
    Reel Rookie
    3 years ago

    I went to a12 upgrade on my roku smart tv and I have the same problem to but I don't even have a auto size on mine it doesn't have a direct zoom or a stretch on it anymore it did before the upgrade so what has happen to my tv the older programs that I used to stretch out I can't do it no more. 

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      3 years ago

      Hi GFRR,

      Welcome to the Roku Community, and thanks for posting regarding the issue you are experiencing with the newest OS release.

      We would be more than happy to look further into this issue, but we will need more details about what you are seeing. We recommend starting here to troubleshoot your issue. 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).
      • 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.
      • Screenshot or video of the issue occurring (when possible).

      Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further. We look forward to your responses and gathering your details.

      Warm regards,

      Chel

      • GFRR's avatar
        GFRR
        Reel Rookie
        2 years ago

        Hey guys I have found the problem awhile ago it's OK now thanks anyways.