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thopkins
Level 7

Roku Ultra 4800 and Youtube FAIL

I followed the instructions as listed and keep experiencing this issue. When I watch YouTube on Roku I will load a video and the TV will pop and the screen will go black - but only the Roku. If I open the TV menu it works. 

SamsungQLED Q65DT model QN65Q6DTAF with a Roku Ultra 2020 model 4800X

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5 Replies
RokuDanny-R
Roku Employee
Roku Employee

Re: Roku Ultra and Youtube FAIL

@thopkins 

Thanks for the post.

Can you please provide us the following information:
-Roku device model
-serial number
-device ID
-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 be 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)

Once we have this information we will be able to pass it along to the appropriate team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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thopkins
Level 7

Re: Roku Ultra and Youtube FAIL

-Roku device model. 4800 RW - Roku Ultra

-serial number X010008LNX1F

-device ID. S02C208LNX1F

-software OS/version. 9.4.1 build 4189-C2

Only occurs so far when watching the YouTube channel. 

Version 1.0 build 93000110 (I checked for updates and this is latest version) 

When it fails, the Roku goes black and must be reset so I wasn't able to get a tracker ID. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku Ultra and Youtube FAIL

@thopkins 

Thanks for the information.

I have passed along your information to the appropriate team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
Tags (1)
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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku Ultra and Youtube FAIL

@thopkins 

Thanks for your continued assistance with this issue.

Can you please see if you are still experiencing this issue? If this issue happens again, please provide us with a tracker ID once your device reboots back up as that will help us get an idea of when this issue happened.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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thopkins
Level 7

Re: Roku Ultra and Youtube FAIL

Oddly it seems to have stopped. I turned the Display setting from 4K HDR to Auto Select and it hasn't failed since. 

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