Discussions

[Spokitty]

I had the same issue with both a TCL and an Element brand of roku tv. I could see the picture on the channels that I stream (Netflix, Amazon Prime), but couldn't with the cable (comcast) using an HDMI cable. I switched my cable box to use the AV inputs (red, white, yellow cables) and was then able to watch my cable channels. I don't know if something is wrong with my HDMI cable or if there is something wrong with the HDMI inputs on the tv? I had previously tried all of the troubleshooting tips mentioned (hard reset, unplugging, turning it off with the power button..etc..) and even purchased a new roku tv (that also had the black screen) to no avail. The av inputs are working so far. The next thing I might try is a new HDMI cable. 

[Sollasolita]

Everything bayou just described same with ours. Nothing works and these generic answers to unplug and reset... Change outlets....do the reset code....do factory reset blah blah... nothing. So sad hundreds are having this issue.

[AF7L]

We found that in our situation, there was a bad episode of NCIS that forced our Roku device to yield the mentioned symptoms - for that episode plus EVERY OTHER PROGRAM after the start of the symptoms.  We would have to reset the device in order to get it out of the problem and back to a normal functioning device again.  We found this out after multiple times of trying to watch the "bad episode."  Only the "bad episode" precipitated the problems.  We almost sent our new device back in for a refund because of the issue.  By the way, the "bad episode" was a sequel episode to prior one, so we REALLY wanted to watch it to see what happens.  We finally just gave up on it and moved on.  As I recall, the "bad episode" was in season 10.

[RokuMary-F]

Hi @Sollasolita @AF7L,

Thanks for reaching out to the Roku community! 

We're sorry to hear that you're having this experience. I'd be happy to take a closer look to see how we can help get you up and running.

A few questions here to better understand what you're experiencing: 

• Are you using a Roku TV or a Roku device? 
• Does the issue only occur on a specific channel or all channels on your Roku device and Does this happen on all movies/shows or just specific titles?

With more information, we will be able to assist you further.

Many thanks,
Mary

[Harvini]

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@RokuMary-F wrote:

Hi @Sollasolita @AF7L,

Thanks for reaching out to the Roku community! 

We're sorry to hear that you're having this experience. I'd be happy to take a closer look to see how we can help get you up and running.

A few questions here to better understand what you're experiencing: 

• Are you using a Roku TV or a Roku device? 
• Does the issue only occur on a specific channel or all channels on your Roku device and Does this happen on all movies/shows or just specific titles?

With more information, we will be able to assist you further.

Many thanks,
Mary

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Did you actually read what the Poster said, or are you just mindlessly posting lines from a script?  Here is perhaps the first report of a reliably reproducible way to trigger a widespread problem.  It relates to a specific encounter with specific program material.  This is a substantial tool for being able to identify the root cause of this and other issues.  This piece of program material will provide a means of isolating whether this is a software or a hardware issue.

As someone who has led product engineering teams, I would be, right now, today, this minute, trying to find this person, getting hold of their copy of the material which kicks this issue off, and booking a flight for one or more folks to visit their home, brand new TV set in hand, so we could bring that specific set back to the lab to analyze just what the problem was.

Or, the other alternative is that you folks already know exactly what the problem is and the Roku staffers posting on this forum are just here as window dressing to give the company plausible deniability, to project the appearance of trying to support users.

So, please, Roku person, could you be so kind as to state, for the record, on this forum, what yur actual purpose on this forum is?

[bcrawfo299]

I am using a Ruko tv. I stream from my iPhone 12, and the tv screen is black. 

per your message, I looked up on The Internet to see if I could find a YouTube video, or anything that could show how to fix the problem. I have not been on the blog just to post stuff offhand. This is a true problem with my television, again not posting anything just offhand just to post stuff.

[AF7L]

For RokuMary-F and ALL other interested parties:

Per my prior post, regarding our problem being initiated by an episode of NCIS; once we figured out that that particular episode was causing our Roku Ultra to start exhibiting the blackened screen with audio, we stopped trying to watch it and refrain from choosing that episode ever again.  The BAD EPISODE is on Paramount + (formerly, CBS All Access).  It is in Season 10 and is Episode 7, titled "Shell Shock, Pt.2"  Whatever you do, do NOT choose that episode or you will need to reset your Roku system in order to get it to work properly again.  I believe that I have mentioned this in the past, but Roku employees have apparently NOT checked out the information that I have provided, and then tried to re-post a fixed-episode back to the Paramount + system.

My Roku Ultra has NOT malfunctioned again after I figured the above issue out.  Everything is NOW just fine with my and my Roku device.

[bcrawfo299]

I wasn’t watching NCIS when my screen went black.

[Harvini]

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@bcrawfo299 wrote:

I wasn’t watching NCIS when my screen went black.

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This is not about what YOu have encountered.  This is about siezing an opportunity to lay hands on a reproducible trigger for the software/hardware failure which underlies not only this particular issue, but probably many of the Roku issues.

As someone who owns one of these travesties of a TV set, and having a technology background, I have developed my own theory of what the true root cause of all of these seemingly unrelated issues.  With a reproducible failure in-hand to permit detailed code and hardware analyses, it might be possible for Roku to make each and every one of these issues go away.

that is, of course if they were interested.  From the robotic response of the Forum mods, I suspect there is no real interest in problem analysis or solution.

[Kali1221]

My Onn Roku TVs have a blank screen sometimes when I turn them on.  I just hit the “home” button on the remote and that fixes it.