Forum Discussion

jaywindsor's avatar
jaywindsor
Binge Watcher
3 years ago

Screen goes black periodically on Netflix and Amazon Prime Video | Roku Ultra

I also have exact same problem, have tried the same as all these methods, and got our tech guys back in to look at. Baffled. Our apple TV running through the same cinema works totally fine Would ...
RokuMary-F's avatar
RokuMary-F
Community Moderator
3 years ago

Hi jaywindsor,

We appreciate your feedback as our valued customer and thanks for following up about the black screen issue with your Roku Ultra. We want to make sure that we can get this resolved as soon as possible. We will work with you to know what went wrong so we can assist you further and fix the issue.

Just to verify, do you observe this behavior while using any other channel(s) on your device aside from Netflix and Amazon Prime Video? Does this happen on all movies/shows on Netflix and Amazon Prime Video or just specific titles? 

In addition, please refer to the support article here for additional troubleshooting steps: What to do if you cannot see the picture from your Roku® streaming player on your TV | Official Roku Support

If the steps provided by the Support page still aren't helping, please reply back and we will be able to assist you further.


Best regards,
Mary

jaywindsor's avatar
jaywindsor
Binge Watcher
3 years ago

Thanks for the feedback.

I have reviewed the link and don't think it's too relevant as relates more to permanent issues with sound and vision. My issue is intermittment, for example last night at 39 mins into a netflix film the screen blacked, sound went, then the video paused. Same again about an hour in.

It is only really netflix and prime i use the roku for, I also have an Apple TV for film downloads and have no issue with this.

It does feel more sporadic. Prime generally always works ok with the occasionaly screen blank problem. Netflix seems to be more regular. 

  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    3 years ago

    Hi jaywindsor,

    Thanks for your response.

    We're sorry if it caused any inconvenience and we'd like to gather more information about the issue you're running into. 

    Please help us with the below information to proceed further: 

    • 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)
    • 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

    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.


    Best regards,
    Mary

    • jaywindsor's avatar
      jaywindsor
      Binge Watcher
      3 years ago

      Ok thanks Mary.

      Answers below...

      • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)

      4802X - Roku Ultra

      X010002Y8G69

      S0DA222Y8G69

      11.5.0.build 4312-C2

      Netflix : Version 5.2.build105096019

      Prime : Version 14.1.build 2023021311

      I can't reproduce the issue as it is intermittent, not all films and not all at same time. For example last time happened was 39 mins into the film. The next time I watch a film I can do the tracker and let you know but in the meantime please let the appropriate team review so far and let me know if anything obvious.

      Many thanks

      Jason

      • RokuMary-F's avatar
        RokuMary-F
        Community Moderator
        3 years ago

        Hi jaywindsor,

        Thanks for following up regarding your issue with playing 4K content from Netflix and Amazon Prime Video.

        In addition to the information you have provided, please provide the 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 additional detail, our engineering team would like to take a look to see if we can help here. Thank you!


        Best regards,
        Mary