Audio and Display works, but movies make screen go black
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.
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.
Re: Audio and Display works, but movies make screen go black
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!