Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
Several times a day during commercials using YouTube TV a black screen, with NO sound will appear instead of a commercial with the words " ad info" up in the left top corner of the screen. The screen will remain there until you back out of the channel, choose another channel then switch back. Last year at this time the same thing happened with a Verizon or AT&T Christmas commercial, many people had the same problem. I don't know if it's a ROKU or a YouTube TV problem, I'm reaching out to both.
Does the issue only occur on YouTube TV or across other channels installed on your Roku device? Have you also noticed if it's happening to a certain ad? If so, please let us know.
Moreover, if you haven't tried yet, you can remove the affected channel then re-install it. To ensure the process is successful, make sure to restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > System restart > Restart.
I've only noticed this issue on YouTube TV, and it's just a black blank screen with no sound with the words "ad info" up in the top left corner, like I've noticed on other actual commercials. It appears the TV has been turned off but it hasn't because I see the words ad info on the screen. This occurs throughout several channels, no just one and the only way to get the channel that this issue has occurred on to resume is to hit the back arrow, go to the channel menu, click on a new channel then back arrow and back to the channel I was watching. Like I mentioned this happened last year with one specific holiday commercial for Verizon, only then the image would freeze, and again no sound.
Please provide us with the following information for further investigation:
-Roku device model
(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)
With more information, we will be able to assist you further.
Sorry but this problem is not fixed doing the delete of the app and its reinsertion. So far it is a YouTube Roku Fox news issue. All my other Roku channels work fine. How can I get this problem resolved. So far I need to back out completely from the black screen, move to another app and then go back into YouTube TV where it will work again, but only for a few hours.
I tried responding to Kariza message and was getting a "message not found"
My black screen is NOT just Fox News but others as well.
Model 3800x- Roku streaming stick
Software version 10.5.0 build 4208-55
I did not provided serial and device ID because it's happening on 3 of the 5 of my TV's that I know of using the Roku stick. 1 TV is a Roku TV and I don't believe it's happening on there, but I'm not sure.