Discussions

[Nozaeta]

Hello, is there an update to when the problem will be fixed? 

[RokuMary-F]

Hi @Nozaeta,

Thanks for following up regarding the black screen issue affecting Roku TVs.

At this time, we have no update to provide but rest assured once more information is available I'll be sure to update this Community thread.

In the meantime, please help us with the additional information provided below that would be helpful for our team to look into this problem:

• 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

We look forward to your responses and gathering your details.


Best regards,
Mary

[Madking1]

The “fix” is you’ll have to buy a new tv. Roku can’t fix it

[Adjoeb]

Dear ROKU team,

I have the same issue with my TCL tv. Underneath the requested information.

• When was the last time TV was used without issue: April 2, 2023
• When was the issue first noticed: April 3, 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? 
• brand and model TV (this can be seen on the back of the TV): TCL 55S425
• 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): Did not see the tracker ID
  • date stamp when you triggered the tracker ID: April 4, 2023
• can you see a picture on the screen with the use of a flashlight: YES

   Please give this information promptly to your investigation team and provide all of the affected       people with a solution!

[RokuMary-F]

Hi @Adjoeb,

Welcome to the Roku Community!

Thanks for providing all the information we requested about the black screen affecting Roku TV and we're sorry if you are having this issue.

Rest assured that I have sent all your information and concerns to our Roku team. We'll get back to you once an update is available I'll be sure to let the Community know.

Please let us know if there are other related issues that we can further take a look at.


Best regards,
Mary

[SingularJig]

• When was the last time TV was used without issue

Unsure, I picked it up off the side of the road where a sign said the screen was broken

• When was the issue first noticed

N/A

• Is the issue popping up when you start the TV

Yes, screen is black but I can see it with use of a flashlight

• Is the issue happening during a content playback 

N/A 

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

TCL 55S401

Model: 7111X - Roku TV

Serial number: YN009S618413 (CN6859618413)

• 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)
   Issue ID: 13-114-021
  • date stamp when you triggered the tracker ID

2023-04-11T00:21:13Z

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

Yes

O.S. - 11.5.0  build 4312-30

[RokuNimfa-C]

Hello @SingularJig, 

Welcome to the Roku Community. 

We're sorry to hear that you are experiencing this issue with your Roku TV. I have forwarded this information to the Support team for review. 

Your patience and understanding are greatly appreciated.


Regards, 
Nimfa

[LightFuFu]

Started getting this issue this morning.  Have tried restarting by powering off and unplugging for 30 minutes.  Also tried using the reset button on the side of the TV. I noticed that if i look at a certain angle i can actually see the display information. 

• When was the last time TV was used without issue
  • 4/10 evening
• When was the issue first noticed
  • 4/11 morning
• Is the issue popping up when you start the TV
  • yes
• Is the issue happening during a content playback
  • Always happening even during menu 
• brand and model TV (this can be seen on the back of the TV)
  • Model 7133x-roku tv
  • Serial yn00pu396679 (j6988p396679)
• 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
    • Timestamp 2023-04-11T12:54:44z
    • Issue Id 79-144-774
• can you see a picture on the screen with the use of a flashlight
  • I tried this but was not able to get any additional display with a flashlight.  I watched a few videos for how to do this but just couldn't find a spot to point the flashlight.  I can see the display though if i look from below the TV
• Software version 11.5.0 build 4312-30 incase this is needed as well

[Brittgoering]

Hi, yesterday the picture went away on my tcl Roku tv, but there is sound still. I have tried to reset on the back and have unplugged it overnight but still no picture! What else can I do??

[RokuNimfa-C]

Hi @LightFuFu, 

Thanks for reaching out to the Roku Community. 

We're sorry to hear that you are also experiencing the same issue with your Roku TV. No worries, our support team is working closely on this issue. We appreciate you taking the time to provide us the detailed information and we have passed along your details to the Roku team for further investigation.

Your patience and understanding are greatly appreciated.


Regards, 
Nimfa