Discussions

[RokuCarly]

Welcome to the Roku Community, @Cpm1!

Thanks for reaching out. We'd be happy to help you determine the cause and get you back on streaming.

Before proceeding, kindly provide us with additional information such as follows:

• What model is your Roku TV? (Hisense, TCL, ONN, Select Series, Pro, Series, Plus Series, etc.)
• Did your TV recently receive any software updates prior to this happening that might trigger this issue? 
• Is this happening on a specific app?
• Can you still hear any audio? 

Once we have this information, we'll be able to assess your concern better and provide the most accurate resolution.

We'll be looking forward to your response.

Best regards,
Carly

[julielovejay]

Hi. My tv is a TCL. I’m unaware of any recent updates. The screen is dark once I turn it on. I can hear audio. 
thank you 

Julie 

[RokuCarly · Accepted solution]

Welcome and thank you for posting here in the Roku Community, @julielovejay!

Thanks for reaching out. We'd be happy to provide further information about this and suggest some steps to help you troubleshoot. 

Firstly, may we know if this is only happening on a specific channel? If so, we highly recommend following the steps provided below:

1. Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
2. Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel

If this does not happen on a specific app, it might be a hardware issue; in this case, we highly recommend reaching out to your TV manufacturer, as they are responsible for issues like this.

You may reach them here: TCL Support

Note: Never post any personally identifiable, private, or sensitive information publicly, including passwords, email addresses, or payment information. Community content is visible to all Community members.

I hope you find this information helpful.

Best regards,
Carly

[Slee22]

not a specific channel, all channels. Been working for 3 years; suddenly went out mid show

[Slee22]

• I unplugged it; tried turning it off; changed channels, tried Netflix; no picture, just sound

[Slee22]

Model 

55S451

[RokuRiamie-D · Accepted solution]

Hi @Slee22,

Welcome to the Roku Community!

Thank you for letting us know about the issue with your Roku TV, which you can only hear audio with a black screen when you open the channels. We would be more than willing to help you with this concern.

Let's see if this will work for you. Kindl follow the troubleshooting steps below:

Reset the network connection: 
A network reset is helpful if you experience issues with multiple streaming channels.

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select Advanced System settings
4. Select Network connection reset
5. Select Reset connection

After the network reset is done, your Roku device will restart and you will need to return to the Settings menu and set up your wireless network again.

Connect your Roku streaming device to the internet:

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select Network
4. Select Set Up connection
5. Choose Wired or Wireless
6. If you select Wired, your Roku device will automatically try to connect to the internet
7. If you select Wireless, select your network from the list of available networks
8. If you do not see your Wi-Fi network, select Scan again to see all networks
9. Enter your Wi-Fi password
10. Select Connect

When your streaming device connects to the internet, you will be returned to the About screen and shown connection details. Once connected you can go back to your Roku Home screen and try again to play the channels.

Please keep us posted.

Regards,
Riamie

[jdelaro19]

does anyone have the roku hardware ID for this tcl model 55s451.  Need to try and update firmware and can't get to the settings screen to get it.  screen just turned dark also, did a factory reset and now stuck on logo screen.  Thanks!

[renojim]

@jdelaro19, try G136X or G137X, but it sounds like you have a hardware problem that a firmware update isn't likely to fix.