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,

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