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 ...
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

      • jaywindsor's avatar
        jaywindsor
        Binge Watcher
        3 years ago

        Thanks Mary. Further to all the other data above here is a tracker ID from last night...

        69-188-401

        This was on Netflix and about an hour in

        Please advise next steps.

        Thanks

    • jaywindsor's avatar
      jaywindsor
      Binge Watcher
      3 years ago

      Hi Mary

      looks like others are having same problem as me. Be useful if we could get an update from roku on this thread to help others. Did you pass over my comments last Friday do the relevant department, not seen a further update?

      jason