Discussions

[RokuKarla]

Hello @rajeev

Thanks for the input.

I have passed along your concerns and information to the appropriate Roku team to investigate further.

Thanks again for your continued patience and understanding.

Regards,
Karla

[thejolson]

Harsh reality to anyone in this thread- they're not gonna fix it.  I've tried reaching out to TCL via twitter (Roku said TCL had to fix it) and gotten nothing and there's been no real response here.  At this point I'd say your TV is a loss (like mine) and commit to never buying a TCL TV product again and tell anyone you know not to buy their TV.  Only real power we have is to hit their wallet to show this is unacceptable.  I'd recommend posting on social media and telling anyone you know.  Sucks but it is what it is.

[CUTigerJLSII]

• When was the last time TV was used without issue
• About 3 hours ago
• When was the issue first noticed
• About 3 hours ago
• Is the issue popping up when you start the TV
• It is now, but first noticed when I tried to unpause a show on AppleTV
• Is the issue happening during a content playback
• Yes, it is 
  • If so, what streaming channel? 
    AppleTV first and now everything 
• brand and model TV (this can be seen on the back of the TV
• TCL 55”
• 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
  • 2023-02-22T04:58:13Z
• can you see a picture on the screen with the use of a flashlight
• Not really, I can barely see anything unless I am in a completely dark room

[RokuKarla]

Hi @CUTigerJLSII

Thanks for reaching out here in the Community!

I have passed along your information and concern to our Support team. Please be aware that we are actively monitoring and investigating the discussions on this thread.

Thanks for your continued patience and understanding.

Regards,
Karla

[tseurer19]

@RokuMary-F can you advise if we should be take the tv in to a shop? Do you have any advice at all? Right now we’re all just waiting for direction…. How long can I anticipate being without a tv for? This is absolutely maddening.

[akaAUGUST]

• When was the last time TV was used without issue: around 8:45pm 2/22/23
• When was the issue first noticed around 9:00am 2/23/23
• Is the issue popping up when you start the TV: YES
• Is the issue happening during a content playback
  • If so, what streaming channel? N/A
• brand and model TV: TCL 65S4
• Date stamp when you triggered the tracker ID: 2022-11-23T22:08:59Z
• can you see a picture on the screen with the use of a flashlight: YES

[RokuMary-F]

Hi @akaAUGUST,

Welcome to the Roku Community!

Thanks for reaching us and providing information regarding your black screen issue with the TCL Roku TV. 

We sincerely apologize if you are having this issue and we are working on ways to resolve this issue. We'll go ahead and send this over to the team for further investigation. Rest assured once more information is available I'll be sure to update this Community thread.

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

Best regards,
Mary

[BostonJones]

Last time I used the tv without issue was about a month ago, the issue would start whenever I began to watch something 50sec later it’s a black screen,I can’t find a tracker Id I do see a model number. The tv is a onn Roku 70inch.I see so many people have these problems is it a manufacturer thing ? Will the repair or replace?

[TR71]

The black screen issue just happened to us today.

• When was the last time TV was used without issue: 02-23-2023 approximately 1830-1900 hours
• When was the issue first noticed: approximately 1830-1900 hours today (02-23-2023)
• Is the issue popping up when you start the TV? yes
• Is the issue happening during a content playback
  • If so, what streaming channel? ALL
• brand and model TV (this can be seen on the back of the TV) TCL 65S41
• 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: 20:23-02-24T03:48:23Z
• can you see a picture on the screen with the use of a flashlight? Yes

[RokuNimfa-C]

Hi @TR71,

Welcome to the Roku Community. 

We're sorry to hear about the issue you are experiencing with your Roku TV. We have passed along your details to the Roku team for further investigation. Our team has been investigating this issue closely.

We prioritize resolving this as soon as possible, and we ask that you bear with us as we manage this issue.


Regards,
Nimfa