Apps & viewing

[dtwdcaordatl]

For me, it's been happening on all channels when I attempt to play Dolby Vision content. Playing non-DV content on the same channels works properly.

I outlined the troubleshooting steps in my first post. The issue first emerged early this month, though I'm not sure of the exact date.

A video wouldn't be of much use - I try to play DV content, and the screen goes black, with a DV logo in the upper right corner (and the TV picture settings do switch to what they normally are for DV content).

[RokuTakashi]

Hi, @dtwdcaordatl 

Thanks for keeping us posted.

Our team would like to proceed with investigating this matter.

To help us with our progress, can you please provide the details requested in my previous post above?

Keep us posted.

Thanks,
Roku Community Team

[Krobar1]

@RokuTakashi Here you go.

Model: 3820EU2
Serial: X250025R4YP
Device ID: SOJA3485R4YP
OS 14.5

Netflix: 61.2222 Build 1301011
Disney+: 1.50 Build 2025040200

Tracker: YP-162-487

Advanced Display Settings (Thought this might be relevant):
Auto Adjust Refresh Rate: On
Dolby Vision Always On: Off
HDR Subsampling: 4:2:0

As mentioned the display just shows Dolby Vision and then is black but sound works fine; the OSD / Playback menu wont appear. Pressing back causes it to change back to the menu display mode and the picture comes back.

If I go back to the menu and retry play back it will usually work after 2-4 attempts so this issue is intermittent for me (Approx 75% failure rate though).

I attach 2 images of the LG HDMI diagnostics, one is of the menu screen and the other is once I start playback of the Dolby Vision series.

When playin back the Dolby Vision SeriesIn Netflix Menu

[RokuTakashi]

Hey, everyone.

We are aware of the reports on black screen display when playing Dolby Vision on Roku Streaming Sticks 4K.

Status update for 4/23: Our team is currently investigating the issue and working on a fix.

Thank you for your support and understanding as we get this addressed.

We'll keep you updated with further developments.

Roku Community Team

[RokuMaryEF]

Hey everyone,

Thanks for reporting this! We appreciate you bringing it to our attention.

Status Update 4/30: Good news—we’ve identified a fix and are working on getting it rolled out. We don’t have an exact timeline just yet, but we’re hoping to have it resolved soon. 

Thanks for bearing with us while we sort this out!
Roku Community Team

[Kristin2]

I have been having issues with Netflix on Dolby Vision as well.  I don’t get why both Roku and Netflix can’t work together and fight figure out what it is.  I have also brought this to Netflix’s attention.  They blame Roku.  Where does that leave customers when no one wants to take responsibility to fix it.  

[RokuEmmanuel-D]

Hey, @Kristin2.

Thanks for chiming in!

Looks like you're having trouble with Dolby Vision on Netflix, too, and we want to investigate.

Could you share what specific content is not displaying Dolby Vision when streaming on Netflix? 

We look forward to hearing from you!

Roku Community Team

[Kristin2]

• Chaos the Manson Murder’s The Video will freeze, and the audio will continue playing.  On  the Caught series the show starts out with a black screen on episodes 1 and 6.  Both issues are solved if I switch the screen resolution to regular HDR.  Instead of Dolby Vision setting. My model is a 4800RW.  But I am having what sounds like may be similar issues with Dolby Vision on some content on Netflix.  My Roku software version is 14.5.  The Netflix app is version 5.2 build 130096002.  Hopefully giving you this information helps.

[damonennis]

I have the same problem with my Roku Ultra. Home menu and audio work but black screen on video. Only happens every couple of weeks. The workaround is to change the display type to anything other than Dolby Vision and then change it back to Dolby Vision

[Kristin2]

Hi Mary.  This is also an issue for Roku Ultra with Dolby Vision.  Please fix it for Ultra as well.