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_Susieb_
Level 7

Screen goes black, but audio continues?

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We are having this issue with our 55" TCL Roku TV. We got it from Walmart October 2018, so its 1.3 years old (so expired warranty). TV was working great until earlier we had the CBS All Access app on live tv & noticed the screen was black but could hear audio. Since this happened, we have tried EVERYTHING including the secret code (Home x5, Upx1, reeindx2, FFx2) to reset, unplugging from wall & holding down power on tv for 15 seconds to power cycle then plugging in, holding down physical reset button for 15-20 secs- nothing helps. Now the tv has been reset to factory but can't see the screen. There is no backlight, it's as if the tv is off, but when the white standby light is off & we push buttons we can hear their noises on screen. The weirdest part is most of the time after trying to reset, the "TCL Roku TV" logo will blip onto the screen for a split second before going black again while it finishes reset, & sometimes it does the blinking light reset with no logo flash at all. TCL support had me try all the resets again, but in the end were no help. It feels like a software issue based on what I'm reading but the secret code reset only works for some. Wish I could find out how to roll back an update. But, if I reset to factory settings I would think it would have gone back to the roku version it came with. Would love some help or even just to hear from others with this issue.

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2 Solutions

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RokuTannerD
Level 19

Re: Screen goes black, but audio continues?

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Thanks for reaching out! For more help and assistance with this type of issue, you'll need to get in touch with the manufacturer of your Roku TV. You can locate their support contact information here: https://community.roku.com/t5/Manufacturer-Support-Warranty-Resources/Contacting-Support-for-Your-Ro...

 

Thanks,

Tanner

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RokuDanny-R
Roku Employee
Roku Employee

Re: Screen goes black, but audio continues?

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@Brown26 @salsathe4th 

Thanks for the post.

If you are having an issue with your Roku TV screen going black but can still hear the audio, customers have reported that unplugging your device for a 5-10 minutes then plugging the Roku TV back resolves the issue.

We would recommend trying to see if that resolves your issue. Please keep us posted.


Thanks,
Danny

Danny R.
Roku Forum Moderator

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35 Replies
Sugarrox82
Level 8

Re: Screen goes black, but audio continues?

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Mine too. Same tv. I read possible cause could be recent updates. This **bleep**. My kids tvs are like 10 years old and still work!

Sugarrox82
Level 8

Re: Screen goes black, but audio continues?

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My kids too. This b.s. wasnt moved, touched or anything. Went to mirror phone to tv as i have done several times before. Took a **bleep**. 

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RokuTannerD
Level 19

Re: Screen goes black, but audio continues?

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Thanks for reaching out! For more help and assistance with this type of issue, you'll need to get in touch with the manufacturer of your Roku TV. You can locate their support contact information here: https://community.roku.com/t5/Manufacturer-Support-Warranty-Resources/Contacting-Support-for-Your-Ro...

 

Thanks,

Tanner

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Brown26
Level 7

Re: Screen goes black, but audio continues?

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My TV did the same thing and then fixed itself. Now I’m experiencing the same issue with my Roku express. I’m not so sure this is a TV manufacturer issue more so than it is a Roku issue. 

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Sugarrox82
Level 8

Re: Screen goes black, but audio continues?

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I believe this is am update issue. Look up remote update code. I kept working on mine. Eventually came back on. Working good since.

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salsathe4th
Level 7

Re: Screen goes black, but audio continues?

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How do I look up this code?

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RokuDanny-R
Roku Employee
Roku Employee

Re: Screen goes black, but audio continues?

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@Brown26 @salsathe4th 

Thanks for the post.

If you are having an issue with your Roku TV screen going black but can still hear the audio, customers have reported that unplugging your device for a 5-10 minutes then plugging the Roku TV back resolves the issue.

We would recommend trying to see if that resolves your issue. Please keep us posted.


Thanks,
Danny

Danny R.
Roku Forum Moderator

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Marierp83
Level 7

Re: Screen goes black, but audio continues?

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I have exacly the same problem, did u find any solutions to fix the tv?

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RokuDanny-R
Roku Employee
Roku Employee

Re: Screen goes black, but audio continues?

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@Marierp83 

Thanks for the inquiry.

Have you tried the solution that was previously posted?

Please keep us posted.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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