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drankfe5
Newbie

Prime video blacking out please help me

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I have a element roku tv and I was watching a movie on Prime Video, about 20 minutes in the TV screen goes black but the audio is still playing. Powered off the TV and everything came back, restarted the movie and it happens again. I was thinking it might be a problem with the tv but switched over to my firestick and no more issues. Just wondering if anyone else has had any issues with Prime video lately?

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RokuTakashi
Community Moderator
Community Moderator

Re: Prime video blacking out please help me

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Hi, @drankfe5

Thanks for reaching out, and welcome to the Roku Community.

We appreciate you for letting us know about the issue you've encountered with Prime Video, and we'd be happy to assist. Let's troubleshoot this one to resolve the issue by following the steps below:

  1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
  2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
  3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
  4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support
If the issue persists after performing the provided troubleshooting step, please let us know so we can assist you further. 
 
We'll anticipate your response.
 
Best wishes.
Kash
 
 
 
 
 
 
Takashi O.
Roku Community Moderator

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RokuTakashi
Community Moderator
Community Moderator

Re: Prime video blacking out please help me

Jump to solution

Hi, @drankfe5

Thanks for reaching out, and welcome to the Roku Community.

We appreciate you for letting us know about the issue you've encountered with Prime Video, and we'd be happy to assist. Let's troubleshoot this one to resolve the issue by following the steps below:

  1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
  2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
  3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
  4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support
If the issue persists after performing the provided troubleshooting step, please let us know so we can assist you further. 
 
We'll anticipate your response.
 
Best wishes.
Kash
 
 
 
 
 
 
Takashi O.
Roku Community Moderator
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