Solving playback issues

[winniebinnie]

I just bought a 4k streaming stick and set it up. The screen displays everything until I chose a movie. Audio works just fine and the title of the movie and progress bar are visible, but the movie itself is completely black. I’ve tried this on multiple apps and they all have the same problem. I’ve tried rebooting and adjusting the display quality, but no luck 😕 not really sure what to try next.

[RokuDanny-R]

@mummertA97

Thanks for the posts.

We would be more than happy to look into this issue for you.

Can you please provide us the following information:
-Roku device model, serial number, device ID, and 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 be 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

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

Thanks,
Danny

[winniebinnie]

Hi Danny! Here is the info:

Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)

• device model: 3820X -Streaming Stick 4k
• serial number: X01700W1EXTU
• device ID: S08Y41A1EXTU
• Software version: 10.51 build 4066-CU

does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)

• i’ve tried it on netflix, hulu, and hbo max
• netflix version 5.3 build 98088072
• hulu version 6.57 build 0
• hbo max version 52.5 build 18

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)

- i haven’t been able to get this part to work, it just takes me to the home screen.

steps to reproduce the issue you are seeing

• it happens any time i play a video in an app (even in the “my feed” section of the roku menu) but everything is fine up to that point

Thanks for your help!

[RokuDanny-R]

@winniebinnie

Thanks for the follow up and providing me with your information.

I have passed along your information to our Support team. They will follow up and assist you.

Thanks,
Danny

[Jrdock8]

Has there been an update to this?  Seems very common. Moderators of forums seem to take the information, but I never see updates as to the resolution.  

I have the same issue for Roku express. I adjusted the screen size settings (full/standard/media/zoom/4:3/etc.), rebooted it, reset everything. Nothing seems to work.

[billy6653]

Netflix works but Amazon display and audio work fine but movie comes through black with only the closed captioning showing.

[winniebinnie]

i haven’t heard back yet, but it took me a while to give them the actual information they needed, so just waiting on a response now! 🙂 if they don’t post an answer here directly and respond some other way, I’ll reply with what they recommended in this thread!

[Jrdock8]

That would be greatly appreciated!  😄