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angedevine
Newbie

Netflix suddenly has only sound, no video

Netflix now only has sound. It's only Netflix app with issue. I replaced HDMI cord, removed channel, checked for updates, restarted device, added channel back all with no luck. It just started happening Friday. No apparent updates to device or channel. So frustrating. 

#RokuPremierePlus

#Model4630X

Software version 12.0.0 build 4175-29

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1 REPLY 1
RokuMary-F
Community Moderator
Community Moderator

Re: Netflix suddenly has only sound, no video

Hi @angedevine,

Welcome to the Roku Community!

We're sorry to hear that you've been having this trouble with playing content on the Netflix channel and we will work with you to know what went wrong so we can assist you further and fix the issue but we need more details. 

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)
  • does this happen on all movies/shows on Netflix or just specific titles?
  • 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)
  • what are you seeing on screen? Can you provide a screenshot of the issue you are experiencing?
  • steps to reproduce the issue you are seeing

Once we have this information, we will be able to investigate the issue further. We look forward to hearing back your response and helping us look into the issue.


Best regards,
Mary

Mary F.
Roku Community Moderator
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