Discussions

[DL4500]

My 50" TCL/Roku went "black screen" yesterday. To be specific, there's insufficient lighting where it was hard to see anything.

After reading all of the posts, the problem has a very high probability related to software. It has been reported for the past 3.5 months and we still don't have a definitive resolution? At the meantime, many support responded by reference / suggest report to and seek support from TV manufacturers. Everyone know that is a dead end unless TV is replaced.

Seems like there are 2 problems:

(1) Bug in the software/firmware

(2) Bug in the update process where it is not pulling the correct fix if it's able to get that far in the restart process.

Finally, what is the status of the "problem diagnostic and/or fix" from the development team?

[kmckeever07]

@RokuMary-F  I now have this same issue. Worked fine last night, and screen is black this morning. Sounds work and I can see the picture with a flashlight, with which I got the following information:

Model: C105X - Roku TV

Serial number: X000006UNFPF (S036D99UNFPF)

Software version: 11.5.0 build 4312-93

Timestamp: 2023-02-17T13:43:43Z

Issue IDPF-068-503

[RokuMary-F]

Hi Community users,

Thank you for reporting this issue to Roku Community and providing information.

We are currently aware of the issue and our appropriate team working diligently to resolve the issue. 

If you are experiencing a black screen but still hearing the sound of your Roku TV. Kindly provide the necessary information below: 

• When was the last time TV was used without issue
• When was the issue first noticed
• Is the issue popping up when you start the TV
• Is the issue happening during a content playback
  • If so, what streaming channel? 
• brand and model TV (this can be seen on the back of the TV)
• Press the Home button 5 times, followed by the Back button 5 times to obtain a tracker ID (we are aware that this tracker ID will be unseen due to the black screen)
  • date stamp when you triggered the tracker ID
• can you see a picture on the screen with the use of a flashlight

Please be aware that we are actively monitoring and investigating the discussions on this thread. Thanks again for your continued patience.


Best regards,
Mary

[RokuMary-F]

Hi @kmckeever07,

Thanks for providing the information needed.

We'll go ahead and send this over to the team for further investigation. We'll get back to you once we have an update.

We appreciate your patience while we investigated this issue.


Best regards,
Mary

[batfam1975]

• When was the last time TV was used without issue

Yesterday, 2/16/23, around 5:00pm PST. 

• When was the issue first noticed

Yesterday, 2/26/23, around 5:00pm PST.

• Is the issue popping up when you start the TV

The TV doesn’t seem to fully start. The screen is black, and the white LED light just flashes. 

• Is the issue happening during a content playback

Yes. The screen went black while streaming a show.

         -If so, what streaming channel? 

HBO Max

• brand and model TV (this can be seen on the back of the TV)

Roku TCL model 65R635

• Press the Home button 5 times, followed by the Back button 5 times to obtain a tracker ID (we are aware that this tracker ID will be unseen due to the black screen)
  • date stamp when you triggered the tracker ID
• My remote doesn’t seem to connect with the TV, though we have changed the batteries. 

• 
  can you see a picture on the screen with the use of a flashlight

No. It’s completely black.

[RokuMary-F]

Hi @batfam1975,

Welcome to the Roku Community!

Thank you for providing the required information. I have passed all the details to our Roku engineering team. 

We sincerely appreciate your patience and our team is working on ways to resolve the black screen issue with Roku TV.
 

Best regards,
Mary

[kmckeever07]

@RokuMary-F  to add more of the requested information, the screen stays black at all times, when starting the tv and during content playback. The streaming channel doesn’t seem to matter as I’ve tried Youtube and Netflix so far and can play content(casting from phone app for ease of navigation with the black screen), hear the sound, and faintly see the video playback with a flashlight, so everything seems to work as far as streaming playback but the screen is otherwise black.

Edit to add brand and model: TCL 50S425

[DL4500]

Model = 7131X Roku TV

Serial # YN008Y10933 (J498AP109335)

Software Version 11.5.0  Build: 4312-30

Timestamp: 2023-02-17T17:57:32Z

Tracker ID = 35-068-757

• When was the last time TV was used without issue = 2/14/2023
• When was the issue first noticed = 2/15/2023
• Is the issue popping up when you start the TV = Yes, power on but do not see the screen
• Is the issue happening during a content playback = No
  • If so, what streaming channel? 
• brand and model TV (this can be seen on the back of the TV)

Brand = TCL

Service # (Model) = 55S423TCAA

Serial # = 1810GTC003674A01763

[RokuMary-F]

Hi @kmckeever07 @DL4500,

Thanks for following up and for the additional information.

I have passed this information and concerns on to our appropriate team. We'll get back to you once an update is available I'll be sure to update this Community thread.

Thank you for your kind understanding regarding this issue.


Best regards,
Mary

[bahamaboy123]

Adding my own frustrating experience to this thread. Happy to see that Roku has acknowledged the issue and is appearing to be working on it.

When was the last time TV was used without issue?

early February 2023

When was the issue first noticed?

early February 2023

Is the issue popping up when you start the TV?

yes -- the red Roku start page appears very briefly, and then the screen turns black

Is the issue happening during a content playback?

no, as we cannot access content

brand and model TV

TCL 4-Series Model 43S435

date stamp when you triggered the tracker ID

friday february 17 5:08pm EST

can you see a picture on the screen with the use of a flashlight

no 😞