Chat Transcript with Todd Thompson
Chat started on 13 Mar 2023, 10:19 PM (GMT+0)
(10:19:08) *** Todd Thompson joined the chat ***
(10:19:08) Todd Thompson
When switching inputs to Streambar the screen starts out properly bright and then dims when I launch an app like Netflix or Youtube. When I switch input back to another device the screen returns to normal brightness.
(10:19:15) Roku Customer Service
An agent will be with you shortly. To avoid being disconnected, please do not minimize or close this window, and make sure your device has a strong network connection.
(10:19:26) *** Rajarajan R joined the chat ***
(10:19:33) Rajarajan R
Hello Todd Thompson,
Hope you're doing great there. Thanks for contacting Roku Technical support. My name is Rajarajan R
(10:19:53) Todd Thompson
(10:21:43) Rajarajan R
Hello Thompson, I am checking with your previous message.
(10:21:56) Todd Thompson
(10:23:48) Rajarajan R
I understand that you facing the Picture visual issue on the Stream bar am I right?
(10:24:02) Todd Thompson
(10:24:40) Rajarajan R
Let perform trouble shooting and check.
(10:24:49) Rajarajan R
Unplug your Roku device from your Tv and Cable from the power outlet.
Unplug the cable & the device.
wait for 30 seconds and Plug it back again.
Unplug your Roku Tv from the power outlet. wait for 1 minute and Plug it back again to different power outlet.
(10:25:04) Todd Thompson
(10:26:06) Todd Thompson
(10:28:08) Rajarajan R
I Request you to kindly perform the below steps.
1) Home -> Settings -> System -> System/Software Update -> Check Now.
2) Home -> Settings -> System -> System Restart/Power -> System Restart.
(10:29:10) Todd Thompson
Software is up to date
(10:30:11) Todd Thompson
(10:31:58) Rajarajan R
Please check now you getting the same issue.
(10:32:49) Todd Thompson
Yes, it starts at Home with normal brightness, then dims when I select a channel or app
(10:33:18) Todd Thompson
Then stays dim when I go back to Home
(10:34:05) Todd Thompson
HDMI is connected to ARC port
(10:34:42) Rajarajan R
Please connect the HDMI cable to the HDMI port.
(10:34:55) Todd Thompson
(10:35:04) Todd Thompson
HDMI ARC port
(10:36:14) Rajarajan R
Could you please share a Video clip of the issue please you can share the video clip over the chat using the paper clip option.
(10:39:40) Todd Thompson
Chat says file type not supported (MP4)
(10:40:33) Rajarajan R
Thompson I will you a Email please attach the Clip with it send.
(10:40:41) Todd Thompson
(10:43:41) Todd Thompson
No email yet
(10:43:56) Rajarajan R
I have sent a Email to you please check. Mean while please confirm that have you changed the HDMI cable?
(10:44:51) Todd Thompson
I used the cable provided in Streambar box. Also, it only dims when I enter app/channel so it's not the cable.
(10:45:14) Todd Thompson
My email is firstname.lastname@example.org
(10:46:35) Rajarajan R
Yes I have send please refresh or please check in the Junk file.
(10:49:10) Todd Thompson
(10:50:02) Rajarajan R
Okay I am re-sending again.
(10:50:50) Rajarajan R
Please confirm that only with specific app or getting issue in all the app?
(10:51:32) Todd Thompson
It happens in all apps even just browsing Live TV
(10:52:10) Todd Thompson
(10:52:29) Rajarajan R
Okay Thompson to fix this issue can we perform the Factory reset?
(10:52:50) Todd Thompson
I've done that once already
(10:53:13) Todd Thompson
I'd have to re-add all of my channels and credentials
(10:53:41) Todd Thompson
Is there no way to adjust video settings in Streambar?
(10:54:57) Todd Thompson
You are not helping me
(10:56:20) Todd Thompson
I just to to stop the auto-dimming. This must be a setting somewhere
(10:56:32) Rajarajan R
Thompson I am sorry for the delay I am checking with my team.
(10:59:00) Rajarajan R
Thompson could you please check with the another Tv ?
(11:00:28) Todd Thompson
It's not the TV. I've had this TV for years and used just about every streaming device Google, Fire TV, Directv, Xbox, etc. This is the first time this has happened.
(11:01:07) Todd Thompson
Why would I bother going through this with you if it was the TV
(11:01:36) Rajarajan R
I understand we need to check with alternate TV and if that works we can use again with the older one since this is also a Troubleshooting.
(11:01:58) Todd Thompson
I dont have another TV available to test
(11:02:38) Todd Thompson
It is a Samsung 6 series 55"
(11:03:41) Todd Thompson
(11:03:50) Rajarajan R
Please perform this steps for the last ti,me.
1) Disconnect the Roku device from the TV and the power cable from the Roku device. Wait for 30 seconds, and then connect the power cable back to the Roku device and connect the same to the TV.
2) Once you see the bouncing Roku screen loading on the TV, push and hold the reset button that is on the device for 20 seconds.
(11:04:19) Todd Thompson
I've already done that
(11:04:51) Todd Thompson
It takes at least an hour to re-add all of my channels
(11:05:41) Todd Thompson
Please understand. I just got this Streambar yesterday
(11:06:13) Rajarajan R
I understand Please perform the steps again for the last time please.
(11:06:21) Todd Thompson
I followed all of the instructions for setup
(11:06:29) Rajarajan R
I understand Could you please give me 2 minutes while I check this information and get back to you?
(11:06:37) Todd Thompson
Im not going to factory reset again
(11:08:04) Todd Thompson
This is a software issue with the Streambar or a setting for auto-dimming that I cannot change
(11:09:31) Rajarajan R
As we perform the system update so I request you to change the HDMI cable
(11:10:07) Todd Thompson
So far you've blamed everything but the device.
(11:13:33) Rajarajan R
Thompson I request you to replace the HDMI cable and check if that fix your issue. I am sorry for that we need to identify the issue is with the stream bar or with the HDMI or with the software.
(11:15:08) Todd Thompson
I changed the cable and the HDMI port. Exact same issue
(11:18:51) Rajarajan R
I am sorry for that Could you please check have you received Email ?
(11:20:14) Todd Thompson
(11:24:37) Rajarajan R
I have sent a Email again I am sorry for that.
However, the issue that you're facing is a peculiar one which has to be investigated by the backend team. In order for me to forward this, I would need the following information from you.
1. Issue ID (please push the home button for 5 times and then push the back arrow button for 5 times which is right next to the home button).
2. Your software version, build version and software update last checked date and time (please navigate to Home> Settings > System > System update) and your time zone.
(11:25:10) Todd Thompson
I switched from auto-detect 4k 30fps to 1080p and same issue
(11:27:02) Todd Thompson
Visitor uploaded: 20230313_182648.jpg
(11:27:28) Todd Thompson
Can you see photo?
(11:27:38) Rajarajan R
Yes, Thank you.
(11:27:50) Todd Thompson
You can tell it is very dim
(11:28:41) Todd Thompson
Visitor uploaded: 20230313_182828.jpg
(11:30:18) Todd Thompson
2nd photo is proper brightness. Look at Paramount logo in blue at bottom
(11:30:29) Rajarajan R
As form the Image I can able see that the Scree bright increased
(11:30:52) Todd Thompson
It is now back to dim
(11:31:20) Todd Thompson
Visitor uploaded: 20230313_183107.jpg
(11:33:07) Todd Thompson
Visitor uploaded: 20230313_183251.jpg
(11:33:07) Todd Thompson
Visitor uploaded: 20230313_183228.jpg
(11:33:29) Rajarajan R
Yes I understand, So could you please confirm that you have connected the HDMI cable to HDMI port?
(11:33:50) Todd Thompson
Yes. HDMI ARC port
(11:36:20) Rajarajan R
Okay I understand, the issue that you're facing is a peculiar one which has to be investigated by the backend team.
(11:37:33) Todd Thompson
Ok, can I get a transcript of this chat and a Support Ticket#? I don't want to explain again
(11:39:15) Todd Thompson
Visitor uploaded: Screenshot_20230313_183856_Chrome.jpg
(11:39:17) Rajarajan R
Sure The Ticket ID is 7133922. Once the chat is end you will receive the conversation to your Email.
(11:39:22) Todd Thompson
This doesnt work
(11:40:38) Rajarajan R
Please share the Alternate Email
(11:41:28) Todd Thompson
Visitor uploaded: Screenshot_20230313_184114_Gmail.jpg
(11:41:33) Todd Thompson
This is my email
(11:43:07) Rajarajan R
email@example.com this email we are having.
(11:43:19) Todd Thompson
(11:46:32) Rajarajan R
Okay Thank you, we will update you once the issue is fix form the backend team.
(11:46:53) Rajarajan R
I’m sorry for the inconvenience. Is there anything else I can assist you with today?
(11:47:05) Todd Thompson
Your zendesk email system is not working
(11:48:07) Rajarajan R
Thompson we will check and update you once the issue is fix from the backend team until please give us time to check with your issue.
(11:50:05) Rajarajan R
Is there anything else I can assist you with today?
(11:51:35) *** Todd Thompson left the chat ***