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

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

    Any news on this Mary?

  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator
    3 years ago

    Greetings jaywindsor 

    Thanks for the follow up.

    I have passed along your concerns and information to the appropriate Roku team to look into further. Once more information is available, I'll be sure to post an update in this Community thread.

    Your patience and understanding in the meantime is much appreciated.


    Thanks,
    Danny

  • jaywindsor's avatar
    jaywindsor
    Binge Watcher
    3 years ago

    Any news on this Danny - you passed this on over 3 weeks ago?

     

    Jason 

  • jaywindsor's avatar
    jaywindsor
    Binge Watcher
    3 years ago

    Hi Danny

     

    I've not had a response on this issue that you were looking into for me - can you please chase up?

    Jason

  • RokuEuniceL's avatar
    RokuEuniceL
    Retired Moderator
    3 years ago

    Hi jaywindsor,

    Thanks for keeping us posted!

    We appreciate you bringing this to our attention. We currently do not have any updates yet, but once more information is available, we will be sure to update this Community thread. 

    Best regards,
    Eunice

  • jaywindsor's avatar
    jaywindsor
    Binge Watcher
    3 years ago

    Thanks - how long does it normally take to get an answer from your tech team - I flagged this over 2 months ago now?

     

    Thanks

  • elcoholic's avatar
    elcoholic
    Reel Rookie
    3 years ago

    Does the picture return after a couple seconds on its own?  If so I'm having the same problem.  It's quite dissapointing that after b2 months all you're hearing from Roku is crickets. 

  • jaywindsor's avatar
    jaywindsor
    Binge Watcher
    3 years ago

    Hey. Yes very disappointing zero response from tech at Roku support, answered all calls quickly then nothing since being referred over 2 months ago.

    What channel does it blank on in your case, all of them? I’m mainly Netflix and I think one key issue is display settings - so in main menu I originally selected Dolby vision but my set up doesn’t have DV albeit the roku still allows switching to. I’ve since rolled back to auto settings which is hdr10 on mine which has improved things. Maybe have a look at that first? I think DV, especially on Netflix, is the main problem.