Discussions

[SirGamerBoi123]

My TV fell off my table, (less than 3ft) on the top of the TV on sunday. On monday, I decided to watch youtube, and there was no damage shown. When I opened my spectrum app later that day to watch a show, it wasn't loading for me. I naturally reset the TV with a system restart from the menus. When the TV came back on, I got spectrum up, but then the pixels were kind of glitchy. It almost looked like high contrast mode. When I was watching youtube on Tuesday, the glitchy pixels were still there, but I realized that when the video was paused the pixels were back to normal. Any Solutions?

I already tried a system reset, I did the video and audio reset, I reset the picture settings from the settings button on the remote, and I unplugged the TV for 45 seconds and then plugged it back in. 

The only other thing I could find to maybe fix it would be to factory reset it, but I want help from the community first.

[RokuCarly]

Greetings from the Roku Community, @SirGamerBoi123!

We appreciate you reaching out for support. Rest assured that we will help you determine the cause and find you the best resolution possible.

Kindly provide us with additional details such as follows:

• Is this only happening during playback? If so, are all of the channels affected by this?
• After performing all these troubleshooting steps you have mentioned, does this temporarily fix the issue?
• Kindly provide us with a photo of it happening for reference.

Once we receive this information, we will be able to assess your concern better and provide you with the most accurate resolution.

Best regards,
Carly

[SirGamerBoi123]

Hello @RokuCarly , I cannot send a video at this time but I can in a bit (dead phone). However, this does only happen during playback, and I've only tested it on the apps spectrum and youtube. Also, when the youtuber pauses their game, (the video is still playing) the pixels return to normal. When I tried all the solutions I listed, it did not temporally fix the problem, nor did it make it worse.

[SirGamerBoi123]

Hello @RokuCarly here is a picture of it happening  during playback of a youtube video.
The affected areas are his face, the window, a part of the giant book, and the back wall.

[RokuCarly]

Thanks for the update, @SirGamerBoi123!

Since you've mentioned your TV falling off of your table might be the possible reason the glitches appearing during playback. 

Could you please send me the model and serial number of your Roku TV so I can check it?

Regards,
Carly 

[SirGamerBoi123]

Hello @RokuCarly, How do I find the model and serial number?

[SirGamerBoi123]

Hello @RokuCarly I found the model & serial number

Model Number: 100021258

Serial Number (S/N): 50G203013H04765

[RokuCarly]

Thanks for responding, @SirGamerBoi123.

Kindly clarify if this is a Roku-branded TV such as ONN, TCL, Hisense, etc. as we can't seem to check it on your account. 

Thanks,
Carly

[SirGamerBoi123]

It is a ONN TV branded with the Roku software.

[RokuCarly · Accepted solution]

Thank you so much for the quick response and clarification, @SirGamerBoi123.

In this case, since this could be a hardware issue, I highly recommend reaching out to ONN Support for further reinforcement, as they manufacture their own TV. We only support your TV's running software operating system.

You may reach them here: ONN Support

I hope this helps!

Best regards,
Carly