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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ottoburgess
Level 7

starting 10/10/2021 i am getting audio with no video signal on multiple roku devices!

this is happening on roku ultra 4k, roku express 4k, and tcl roku tv. happening on all channels. on youtube, getting video signal loss between adds and program as well.

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1 REPLY 1\
RokuKariza-D
Roku Employee
Roku Employee

Re: starting 10/10/2021 i am getting audio with no video signal on multiple roku devices!

Hi @ottoburgess

Thanks for bringing this to our attention.

Could you please provide us with the following information:

-Roku device model
-Serial number
-Device ID
-Software OS/version
(these can all be found in Settings > System > About)
-Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
-Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-Steps to reproduce the issue you are seeing

With more information, we will be able to assist you further.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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