Discussions

[kalien]

Hi I’ve been noticing when watching tv shows/movies on my Roku express 4k+ the screen just randomly goes black but the sound is still playing and then the screen comes back on. At first I thought it was the box I had so Roku sent me out a replacement and now the replacement box is doing it. Is anyone having this problem as well? I’ve noticed it happens on Hulu and paramount plus

[poquitocabeza]

I have the same issue, but it doesn't return, just when I do a factory reset,  but after few minutes the screen turns off again. I don't know if it is related to the last update. I don't know what to do as well, I can't even downgrade.

[Gerric917]

I'm having a similar issue with a black screen on Roku Express 4K+. Sometimes it turns back on after a few minutes, but it is VERY annoying. I simultaneously watched a show on Paramount+ with Express 4K+ and on my phone and everything was fine on the phone but not the Roku device. I also restarted the Roku and it worked okay but next time I tried to watch, same black screen appeared again. I hope someone can come up with a solution.

[RokuJanadeeK]

Hi @Gerric917,

Thanks for bringing this to our attention.

May we know the following information:

• When did you start having this issue?
• What is your device running OS version?
• Besides restarting the device, what else have you done in an attempt to fix the issue?
• Can you mention all the channels affected by the issue?

Please give us updates so we can continue assisting.

Regards,
Janadee

[Gerric917]

This issue started about 3 weeks ago. Software version is 12.5.0.

I don't watch a large number of different channels but the ones I noticed problems with are Peacock and Paramount+. On both of these channels, when I open the app and scroll through the titles, the screen blacks out with each title I scroll to, then corrects itself. On Paramount+, I had sections of the video (Willie Nelson Family) black out for anywhere from 15 to 60 seconds, then come back on. I did not have this issue when watching Sunday NFL Live on Paramount+.

The only thing I have done to try to correct the issue is to restart the Roku device.

I will keep you updated if I notice other issues.