Discussions

More than a smart TV—a better TV. Learn more about using your Roku TV, locate help resources, and share your experience.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
RokuDanny-R
Roku Employee
Roku Employee

Re: Half of my screen dark on my TCL 55FS3850

Jump to solution

Hi everyone,

Thanks for the posts.

This issue may be related to a hardware issue. Have you tried contacting TCL support yet to inquire further? I'd suggest starting there to see what options or suggestions they can provide. Each Roku TV manufacturer provides direct support for their products running the Roku OS. 

You can reach them here: https://support.tclusa.com/televisions or at 1-877-300-8837.

Keep us posted what you find out.

Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
EdgeWRX
Level 8

Re: Half of my screen dark on my TCL 55FS3850

Jump to solution

I stopped replying after seeing this same message copy and pasted more than a couple of times but here’s the main issue; a lot of people are having the same issue and the only discrepancy is where the dimming is affecting the screen and the severity of it. This issue had a major spike after the November update, it’s being reported on several other threads both here and on TCL and Roku subreddits.

Some people on this thread have already posted their model and serial numbers, have already explained being outside warranty and that TCL is not offering any kind of help. Me personally already trashed all 3 of our roku TV’s here and replaced them with Samsung TU7000’s because I’m getting a lot more TV with fewer issues while staying at the same price range.

I feel the best way to resolve the issue, though maybe not the most realistic is to offer a longer warranty window, treat this specific issue as a recall and honor repairs or replacements, and/or offer some form of compensation to affected customers that bought these roku models. If we knew we’d have to buy a whole new tv as early as a year mark, it’d be worth saving double the price of a roku TCL to spend on a more reputable brand

Visitor45763
Level 12

Re: Half of my screen dark on my TCL 55FS3850

Jump to solution

I agree with everything you said, and wonder if there's ever two-way dialogue here, where "passed along to the appropriate team" turns into "the team said...." I'm doubting there's any team.

The best way to resolve the issue would be for Roku to test their updates. Maybe include users by pushing updates, but allowing users to roll back to a previous version (point them to a bug reporting system as part of that choice to roll back).

The way Roku works is absolutely bizarre. Customers get swindled by fake registration sites. Roku doesn't seem to care. They just say "it's not us." That's blamed on the average customer not being very savvy/technical. Then untested updates are pushed out to those same unsavvy/non-technical. It's the most bizarre business I've seen. They ignore enormous requests for a numeric keypad remote (for years!). Then push an update adding 1000 channels to Live TV (as if the number-button people are going to like stepping through all those.). You can't hide individual channels. You have to hide 1000. And, to top that off: the update broke the continuous channel change. You have to step through 1000+ channels one button press at a time. And, Favorites (which might make channel access usable) are removed. Roku's vision/inspiration is something I wouldn't believe unless I saw it for myself.

I wonder if a lot of the update instability is due to Roku operating on so many tv/hardware platforms. Maybe it's impossible to test on so much variety of hardware (like MS-DOS/Windows on "clone" PCs were notorious for instability). A stand-alone Roku device connected to a non-Roku tv might work better (nothwithstanding the flabbergasting vision Roku seems to have about features & usability.). It wouldn't be as "all eggs in one basket." If so,, Roku should accept this reality and admit it's not feasible to do. Limit the tvs/hardware they run on to what Roku can reasonably test. It's fraudulent to be on so many platforms and not be able to maintain them in a stable manner. 

"People are often amazed at how much we’ve done with the number of engineers we’ve got." (Roku CEO Anthony Wood, Austin Statesman, Oct 4, 2019). "Amazed" is one way of putting it.
0 Kudos
Undefined
Level 8

Screen is not uniform

Jump to solution

Hi everyone. Today I connected the wireless on my TCL 55s425 (7132x) and ran a manual update. The update completed and upon my tv rebooting, the screen is messed up. The screen's overall brightness has been lowered significantly and is darker at the top and brighter at the bottom. the brightness is not uniform and is a steady gradient from darker to lighter with no clear distinction point between them. Is there any way I can roll back this update?

Undefined
Level 8

Re: Half of my screen dark on my TCL 55FS3850

Jump to solution

This is exactly what happened to me today. I connected my TV to my wireless for the first time in months. I ran a manual update and when the TV Model 55s245 (7132x) rebooted, the top half of the screen is darker than the bottom with no clear line separating them. With a completely white screen the top half seems to have cloudy grey areas making the screen darker, This IS NOT a hardware issue. Is there any way to roll back this update

Visitor45763
Level 12

Re: Half of my screen dark on my TCL 55FS3850

Jump to solution

@Undefined wrote:

This is exactly what happened to me today. I connected my TV to my wireless for the first time in months. I ran a manual update and when the TV Model 55s245 (7132x) rebooted, the top half of the screen is darker than the bottom with no clear line separating them. With a completely white screen the top half seems to have cloudy grey areas making the screen darker, This IS NOT a hardware issue. Is there any way to roll back this update


When you say you rebooted. What does that mean (how did you do it? There's a few ways to do it. Power off. But, the fast start option makes that not be what you think it is.). If you haven't done this already, try home>settings>system>power>restart . I've seen that fix problems other things didn't fix. I think it has something to do with that fast-start option (in that menu). It gets rid of the hibernated/persistent state, and starts over with a fresh reload of everything, like it was powered on without the fast start.

It wouldn't hurt to try it. It would be nice if it were that simple. 

If that doesn't do it, I would try the pinhole reset in the back. There may be a particular way that's supposed to be used. I've read you have to hold it down for 20 seconds, until the front light flashes. But, it's not clear if you can do that with the tv off, or on. I saw a video where someone fixed a problem that other types of reset didn't. They unplugged the tv, held the button down, and while holding it down, plugged the tv in (continued holding until the front light flashed). 

I'd try that. You'll lose your settings, like a system>advanced>factory reset. But, it's a hard reset which might do something different than that soft reset.

"People are often amazed at how much we’ve done with the number of engineers we’ve got." (Roku CEO Anthony Wood, Austin Statesman, Oct 4, 2019). "Amazed" is one way of putting it.
0 Kudos
Undefined
Level 8

Re: Half of my screen dark on my TCL 55FS3850

Jump to solution

The reboot i was referring to is the automatic restart that happened after the 9.4 update. I have tried all forms of resets. System reset, factory reset, pinhole reset and unplugging the TV. I appreciate your help, but this is a software issue that a forum search shows started for MANY people with this update. If I could just roll back this update, everything would be fine.

0 Kudos
Visitor45763
Level 12

Re: Half of my screen dark on my TCL 55FS3850

Jump to solution

@Undefined wrote:

If I could just roll back this update, everything would be fine.


I totally agree. But, people have been asking for that (and other undeniably reasonable things) for years. 

There have been people who had a problem solved by simply doing the power>restart (probably because the fast-start option leaves corruptions in memory, never starting with a fresh load). Someone else said the unplug and replug (no matter how long the tv was left unplugged) didn't work, but unplugging, depressing the reset button, plugging back in (while continuing to hold the button until the front light flashed) did something.

All these different, seemingly superstitious ways of "rebooting" doesn't speak well Roku's software design or stability. But, there are people who say it fixed a problem for them. ("When in Rome...."). If you haven't tried those two specific things, it wouldn't hurt to try. (I would still keep saying the ability to rollback these flakey updates would be a terrific boon to the customer. Then updates could be something of a beta test for customers to provide feedback. The rollback option could prompt them to state there was a problem or dislike for a feature, and give them a report # to update from a laptop with more details. It would be a win/win. I'm just not sure Roku cares. It seems like a one-way street. We're left with the seemingly superstitious "hold the reset button down while swinging a dead chicken over your head. It worked for me." If that's all we're left with, it doesn't hurt to try.). 

"People are often amazed at how much we’ve done with the number of engineers we’ve got." (Roku CEO Anthony Wood, Austin Statesman, Oct 4, 2019). "Amazed" is one way of putting it.
0 Kudos
Undefined
Level 8

Re: Half of my screen dark on my TCL 55FS3850

Jump to solution

I've tried everything you've suggested and everything in the other threads with users with the same issue that all began with this update.

0 Kudos
JAM60680
Level 8

Re: Screen is not uniform

Jump to solution

Have you tried resetting to factory settings?

I would do that, see how it looks, and only then connect to network to get an update again.

0 Kudos