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Bigev
Newbie

Re: TCL Roku TV logo screen fades to black

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I am having the same issue. What was the solution to this problem. 

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StevenCee
Roku Guru

Re: TCL Roku TV logo screen fades to black

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@RokuJechealR  I tried to click on the link above to see how to get support from TCL, but instead it told me:

"You do not have sufficient privileges for this resource or its parent to perform this action.

Click your browser's Back button to continue."

WHAAT??????   Why is that happening?

Ever since my TV has been updated to OS 14, it's now at 14.0.4, Most everything on it will work for a while, then just stop working!  I reconnect to my Wifi, do system resets, uplug then plug in the TV, and still many shows won't play!

Often, it's when I browse movies & TV shows on the Roku Channel,  I find one, click on the link to play the Trailer, I see the arrow spin briefly, or not at all, then nothing, just a black screen. If click Enter, it shows the information, but that's it, nothing plays. If I click the play/pause button below, I see the timeline, but it won't play. When I decide to not see the trailer, but just click play to start the movie, again, NOTHING HAPPENS!

When I go to the Roku Live section, again, nothing will play!  Sometimes the OTA channels may play, or I'll just hear the audio, and there's no video, or else it just won't play at all.  I try Netflix, and like with the Roku Channel, I see the menus just fine, and the rows of shows, but when I try to play the trailer or the show, NOTHING!

As you can guess, I'm getting really frustrated at this breakdown in functionality, and don't know what else to do! Why is this happening so often? I would guess that if it were a hardware issue, it wouldn't  be so erratic, working fine for hours, sometimes days, only to screw up again, and become impossible to use! If it were a faulty piece of equipment, it would likely just not work, or be getting progressively worse, not work fine, then suddenly not at all.. Seems more like a software issue, and I'm getting really tired of constantly restarting, unplugging, plugging, connecting/reconnecting, etc...

 
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StevenCee
Roku Guru

Re: TCL Roku TV logo screen fades to black

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@RokuJechealR  How is this a "Solution"?  How has it been determined that this is a hardware, and not a software issue? And if it is a hardware issue, even the link provided doesn't work, so that's not even partly a solution. And handing the issue to the tv maker is convenient, but may not solve this issue, which IMHO, while a non-technical person, is a software issue. It's not a consistent flaw, that is getting worse & worse, but something that began acting up, following the last major software update...

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Hubbmama
Reel Rookie

Re: TCL Roku TV logo screen fades to black

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After several back & forth emails, phone calls, they extended my warranty & sent me a new tv. They told me that because of the issue, it would be taken care of. I got the new tv in 5 days & so far it it working fine. I was ready to write TCL/Roku off, but after this, I am very happy with their customer service. I am thinking that this must be an ongoing issue. Hope this helps. 

RokuJechealR
Community Moderator
Community Moderator

Re: TCL Roku TV logo screen fades to black

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Hi @StevenCee,

Greetings from the Roku Community!

We sincerely apologize for any inconvenience or frustration this may have caused you, and we appreciate all the steps you took to resolve the issue.

We're also sorry to hear you are having trouble accessing the link to contact your TV manufacturer. You may contact them directly here: TCL Support.

For troubleshooting purposes, we recommend trying these quick steps: navigate to Settings > Advanced system settings > Network connection reset > Reset connection. Also, could you restart your router/modem and then try to reconnect your device?

In addition, we suggest restarting your Roku TV from the Settings menu by navigating to Home > Settings > System > Power > System restart (if you do not see a Power submenu, skip to the next step).

We hope this helps. Feel free to keep us posted on what you find out; we'll continue assisting you from there.

All the best,
Chel

Jecheal R.
Roku Community Moderator
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RokuJechealR
Community Moderator
Community Moderator

Re: TCL Roku TV logo screen fades to black

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Thanks for the update, @Hubbmama!

We're glad to know that the issue you reported has been successfully resolved. We express our gratitude for your patience, effort, and understanding throughout the process.

Please let us know if you have any other related issues we can assist you with.

All the best,
Chel

Jecheal R.
Roku Community Moderator
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