Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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laurenlublue
Level 8

Green Screen Freeze When Streaming

My topic has not been posted before and I have searched forums, my TV is behaving differently than described by others. I am getting a pixelated green screen with lines when using streaming services. It is also a frozen picture of the thing last played. I’ve had this issue in CBS All Access and YouTube. Even stranger I went from one YouTube video with the green screen image of CBS All Access, closed the app, tried again with another YouTube video and had the same pixelated and lined green screen but with the image of the other YouTube video I tired. I have a Roku built in TV I bought at Best Buy in 2017, no extended warranty from BB but with low playtime: 

- Roku Insignia TV 7301X

- Insignia Model NS-43DR620NA18

- Serial Number yN006P123756

- 9.4.0 - build 4200-31 

- Device ID 8M6826123756

- Uptime 8 days 17 hours 35 min 

I have nothing connected to my TV except for an antenna and a DVD player using HDMI. I have not been using the DVD player and the antenna is not having this issue at all. Only with streaming. My boomer dad keeps saying it’s the internet but this does NOT look like an internet problem. I keep telling him if there were WiFi issues that as far as I know the TV would just display a message about WiFi and the screen wouldn’t look like this. It is currently intermittent but becoming more frequent. 

This is shown when trying to stream video through a streaming app. It is intermittent.This is shown when trying to stream video through a streaming app. It is intermittent.

8 Replies
rm5
Level 9

Re: Green Screen Freeze When Streaming

Delete-Restart-Add solved it for me.

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laurenlublue
Level 8

Re: Green Screen Freeze When Streaming

So glad you found a solution for your situation! 
 

Can you clarify what you mean? Are you referring to deleting and re adding the channels or doing a overall reset on the TV? 

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rm5
Level 9

Re: Green Screen Freeze When Streaming

Delete channel. Settings>System>Power>Reset. Add deleted channel.

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Rock2179
Level 7

Re: Green Screen Freeze When Streaming

Having the exact same problem.   Will try to delete the channel the next time it happens - but if I remember correctly it has been multiple channels.

Kris300
Level 8

Re: Green Screen Freeze When Streaming

You are correct, and even after reset, etc., it keeps coming back. There are similar complaints on other sites as well - something is wrong with the TCL / Roku combination... Personally I will be pursuing a replacement or refund as this is def not what I bargained for... :/

Tags (3)
laurenlublue
Level 8

Re: Green Screen Freeze When Streaming

Best of luck! Let me know what comes of it, I hope to find out what’s wrong someday. I have been chatting with Roku support over email with no luck for about a week. My solution was to buy a new TV, this one is a Best Buy brand/Roku TV and is out of warranty. Which sucks because it’s only three years old! I bought a ‘43 LG UN7300 to replace it and I’m hoping to be satisfied with that. I have my Roku in a bright room and heard that model performs better in that environment. Otherwise I also had my eye on the Samsung QLED TV’s and Sony’s X800H. 

Kris300
Level 8

Re: Green Screen Freeze When Streaming

About to do the same. Definitely will not buy another TCL Roku TV as I'm guessing this will happen more and more. Awesome... :/

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suemiller6149
Level 7

Re: Green Screen Freeze When Streaming

Did anyone try clearing cache?

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